When your essential trading systems go offline during market hours in DIFC, every minute represents thousands in lost revenue. A professional AMC contract mathematically guarantees our arrival times, forcing strict penalties if we miss our SLAs.
SLA Tiers and Response Time Commitments
We structure AMC SLAs into four severity tiers. P1 (critical business system down, affecting all staff) receives a 15-minute remote response and 2-hour on-site dispatch anywhere in Dubai. P2 (significant degradation, 50%+ of staff affected) receives 30-minute remote and 4-hour on-site. P3 (single-user issues, workarounds available) resolves within the same business day. P4 (non-urgent requests, change orders) complete within 3 business days.
These response times are contractually binding — our AMC agreements include financial credits to your account if we miss an SLA response time, creating a direct financial incentive for us to respond on time rather than a verbal promise.
- P1 critical: 15-minute remote, 2-hour on-site in Dubai
- P2 significant: 30-minute remote, 4-hour on-site
- Contractual financial penalties for SLA breaches
- Monthly SLA compliance report showing actual vs. contracted times
- Dedicated emergency line bypassing standard ticket queue for P1 incidents
DIFC and Financial District Priority Coverage
For financial firms in DIFC and ADGM, system downtime during market hours carries direct revenue consequences. Our Dubai operations are based in proximity to DIFC, ensuring that physical dispatch SLAs are achievable — not a theoretical guarantee that assumes no traffic delays. We map engineer locations against client sites and maintain a dedicated response roster for premium AMC clients during UAE market hours (9:00 AM – 3:30 PM UAE time).
For trading firms, we additionally offer a specific protocol for trading platform outages that escalates immediately to our most senior network engineer and initiates parallel remote diagnosis and physical dispatch simultaneously, rather than waiting for remote diagnosis to complete before dispatching.
After-Hours and Weekend Emergency Coverage
Major incidents do not schedule themselves around business hours. Our premium AMC tier includes 24/7 emergency coverage with an on-call engineer who receives alerts from our NOC monitoring platform. If a server goes offline at 2 AM on a Friday, the on-call engineer begins remote diagnosis immediately and dispatches physically if the issue cannot be resolved remotely within 30 minutes.