How Projection Improved IT Reliability with a Dedicated AMC

Projection (Dubai & Abu Dhabi) - IT AMC & Maintenance

Challenge

Projection is a UAE-based company with three major offices across Dubai and Abu Dhabi, managing over 80 endpoints. Their legacy IT stack included aging switches, disorganized cabling, and unmanaged Wi-Fi. Support was purely reactive: employees wasted hours waiting for ad-hoc IT freelancers, and recurring incidents crippled productivity.

leadership required guaranteed response times (SLAs), physical hardware reliability across multiple Emirates, and a unified upgrade roadmap that wouldn't disrupt ongoing operations.

Solution

NOCKO introduced a strict Annual Maintenance Contract (AMC) combining 24/7 proactive NOC monitoring, quarterly physical preventive maintenance (PM) visits, and financially backed SLAs. The first 30 days were dedicated to complete IT asset discovery and network risk scoring.

We replaced failing patch panels, labeled all IDFs, and standardized switch configurations. A priority-based ServiceNow ticketing workflow provided transparent escalation, placing a dedicated Level-2 onsite engineer at their highest-traffic Business Bay office.

Results

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Achieved 99.9% uptime across core branch network services
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Average physical response time improved from 6 hours to under 2 hours (Dubai)
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Critical Priority-1 incident volume reduced by 48% within 4 months
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Completed phased Wi-Fi upgrades without downtime for client-facing systems
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Internal Helpdesk satisfaction score increased from 3.6 to 4.7/5
“We now have predictable costs, faster response, and a clear upgrade roadmap. The NOCKO AMC program completely removed the chaos from our multi-branch IT operations.”