How Projection Improved IT Reliability with Annual Maintenance Contract

Projection - IT AMC

Challenge

Projection is a UAE‑based company with three offices and ~80 endpoints. Their IT stack included aging switches, mixed cable standards, and unmanaged Wi‑Fi. Support was reactive: tickets piled up, vendors arrived late, and repeat incidents increased.

The leadership team needed faster response times, higher reliability, and an upgrade plan that would not disrupt operations.

Solution

We introduced a structured Annual Maintenance Contract (AMC) that combined proactive monitoring, quarterly preventive visits, and a clearly defined SLA. The first 30 days focused on asset discovery, network mapping, and risk scoring.

We standardized switch configurations, replaced failing patch panels, and labeled/recertified critical cabling runs. A priority‑based ticket system and escalation path were implemented, with a dedicated onsite engineer for the highest‑risk office.

Results

{
  "uptime": "Achieved 99.9% uptime across core network services",
  "responseTime": "Average response time improved from 6h to 2h (Dubai)",
  "incidents": "Critical incident volume reduced by 48% within 4 months",
  "rollout": "Completed phased upgrades without downtime for client‑facing systems",
  "satisfaction": "Helpdesk satisfaction score increased from 3.6 to 4.7/5"
}

“We now have predictable costs, faster response, and a clear upgrade roadmap. The AMC program removed the chaos from our IT operations.”

Challenge

The leadership team needed faster response times, higher reliability, and an upgrade plan that would not disrupt operations.

Solution

Results

{ "uptime": "Achieved 99.9% uptime across core network services", "responseTime": "Average response time improved from 6h to 2h (Dubai)", "incidents": "Critical incident volume reduced by 48% within 4 months", "rollout": "Completed phased upgrades without downtime for client‑facing systems", "satisfaction": "Helpdesk satisfaction score increased from 3.6 to 4.7/5" }