Managed IT & Maintenance Contracts
Flexible IT support from pay per ticket to a fully outsourced IT department.
- Covers
- Pay per ticketRemote supportOn-site supportSmall business ITNonprofit plansSME AMCCo-managed IT
- Guides
- Response vs resolution · What a good AMC includes · Remote vs on-site · Co-managed vs outsourced
- How we work
- Audit → Onboard → Stabilise → Support → Improve
You call, wait, chase, and work stops until someone shows up. Our fix: Agreed response and resolution targets per priority.
See the common problemsEverything relies on one IT person, or a friend of the owner. Our fix: A team with documentation, cover and escalation.
See the common problemsDisks fill up, backups fail and licences expire without warning. Our fix: Monitoring, alerts and preventive maintenance.
See the common problemsAnswer five quick questions. We'll highlight the model that fits, and explain why, from pay-per-ticket to a full outsourced IT department.
Try the support model finderAnswer a few quick questions and a Skylius specialist will prepare practical recommendations.
Request a consultationIT problems shouldn't wait for "the IT guy" to be free.
From pay-per-ticket help to a complete outsourced IT department, we keep your users, devices, network and systems running, with preventive maintenance, monitoring and response times written into an SLA.
Sound familiar?
When IT support becomes the bottleneck.
Most offices only notice IT when it stops, and then everything waits.
Slow response
You call, wait, chase, and work stops until someone shows up.
One-person dependency
Everything relies on one IT person, or a friend of the owner.
Problems found too late
Disks fill up, backups fail and licences expire without warning.
Unpredictable costs
Every visit is a new invoice and budgeting IT is guesswork.
No records
Nobody knows which devices you own, their warranty or who has access.
Vendors pass the blame
The ISP, the copier company and the software vendor all blame each other.
Interactive · support model finder
Which support model fits your company?
Answer five quick questions. We'll highlight the model that fits, and explain why, from pay-per-ticket to a full outsourced IT department.
Pay per ticket
No contract. Pay only for the requests you raise, remote or on-site.
- Best-effort response
- Ideal for very small offices
SME maintenance contract
A fixed monthly plan with preventive visits, remote support and agreed response times.
- Preventive maintenance
- SLA response targets
Co-managed IT
We back up your IT staff with a helpdesk, specialists, monitoring and holiday cover.
- Your IT keeps control
- Escalation to specialists
Outsourced IT department
A complete IT function: helpdesk, resident engineer, monitoring, vendors and budget planning.
- Resident or scheduled engineers
- IT roadmap & reporting
Interactive · ticket journey
What happens after you report a problem?
Choose an issue and compare how it's handled under pay-per-ticket and under an SLA contract.
Typical targets shown for illustration. Your SLA defines the exact response and resolution times per priority and site.
Buyer's guide
Support contracts, explained simply.
What to check before signing an IT support agreement.
Response vs resolution
The most misunderstood SLA terms.
How fast an engineer starts working on your ticket, not when it's fixed.
The target to restore service, often through a workaround first.
P1 to P4 based on impact. Agree the definitions together.
Ask for: monthly SLA reports showing actual response and resolution times.
What a good AMC includes
Annual maintenance contracts vary widely. Compare scope, not just price.
Helpdesk, remote support, preventive visits, monitoring, patching and reports.
Hardware, licences, projects and out-of-hours work, unless agreed.
Number of users and devices, sites, hours of cover and visit frequency.
Tip: make sure backups and security updates are explicitly in scope.
Remote vs on-site
Most issues are solved remotely and faster.
Solves most user and software issues in minutes, with no travel time.
Preventive maintenance, hardware tasks and user training.
Daily presence for larger sites or critical operations.
Rule of thumb: remote first, on-site when it adds value.
Co-managed vs outsourced
Keep your IT staff, or hand over the whole function.
Your IT leads. We add helpdesk capacity, specialists and tools.
We run IT end to end: support, infrastructure, vendors and roadmap.
Outsource the helpdesk, keep strategic IT in-house.
Decide on: who owns decisions, documentation and vendor relationships.
Preventive maintenance checklist
What a proper preventive visit should cover.
Updates, disk health, antivirus status, warranty and battery checks.
Firmware, logs, capacity, UPS status and rack cleanliness.
Backup job results, a test restore, user access review and licences.
Ask for: a written report after every visit, with actions and risks.
Onboarding & offboarding
People join and leave. IT access should follow on time.
Device ready, accounts, email, shared folders and training on day one.
Disable accounts, recover devices, transfer mailboxes and change shared passwords.
Leftover accounts are a common security gap.
Tip: use a standard checklist and have HR trigger the request.
How we work
From audit to steady state, in five steps.
We stabilise first, then keep things running, and report on it every month.
Audit
Inventory of users, devices, network, licences, backups and risks.
Onboard
Remote tools, monitoring, password vault and documentation set up.
Stabilise
Fix critical risks: backups, patching, security and failing hardware.
Support
Helpdesk, remote and on-site support, preventive visits under SLA.
Improve
Monthly reports, quarterly reviews and an IT budget roadmap.
Technology we work with
Tools and platforms we support every day.
FAQ
Questions clients ask us.
Have a different question? A specialist will reply on WhatsApp.
Yes. Pay-per-ticket support is available for remote and on-site requests. Many clients move to a plan once they see the value of preventive maintenance.
Mainly by the number of users, devices, servers and sites, plus the hours of cover and response targets you need. We size the plan after a short audit.
Yes. Remote support covers all of KSA, with on-site visits in the Eastern Province and scheduled visits to other cities as agreed.
Yes. Co-managed IT is designed for that. We add helpdesk capacity, specialists, monitoring and holiday cover while your IT person stays in control.
Out-of-hours and 24/7 cover for critical incidents can be included in the SLA, with monitoring alerts going straight to the on-call engineer.
Yes. We have nonprofit IT support plans tailored to charities and associations.
Contracts are typically annual, with clear exit terms. Documentation and passwords always remain yours.
Response times are agreed in writing, every request is tracked as a ticket you can follow, and you receive regular reports on how quickly issues were handled.
Support proposal
Make IT the part of your business you don't worry about.
Tell us your users, sites and pain points. We'll audit, recommend the right model and send a clear proposal with SLA targets.
