IT Support Services in Dubai & UAE

Our SLA tiers: Critical (server down, network failure) — 15-minute remote response, 2-hour on-site in Dubai. High priority (single system failure, security incident) — 1-hour remote, 4-hour on-site. Standard requests — 4-hour remote, next business day on-site. All SLAs are contractually guaranteed. Abu Dhabi and Sharjah on-site response is typically same-day for critical issues.

IT support pricing in Dubai varies by model. Per-incident (break-fix) support typically costs AED 300–600 per hour for on-site engineers. Monthly retainer IT support for a 20–50 user company ranges from AED 3,000–8,000 per month, covering unlimited remote helpdesk tickets and a defined number of on-site visits. Our managed IT support packages include proactive monitoring, which reduces incidents by 60–70% compared to pure break-fix support.

The key differentiators among Dubai IT support companies are: response time guarantees (are SLAs contractual or verbal?), engineer qualifications (certified Microsoft/Cisco vs. generalists), local presence (Dubai-based engineers vs. remote-only), language capability (English, Arabic, Russian), and monitoring capability (proactive NOC vs. pure break-fix). NOCKO employs certified engineers based in Dubai, with contractual SLAs and 24/7 monitoring included in all support contracts.

Yes. Our helpdesk operates 24/7/365. After-hours remote support is included in all NOCKO support contracts. After-hours on-site emergency response for Dubai mainland is available within a 2-hour window under our Premium and Enterprise contracts. Standard contracts include after-hours remote support with on-site the next business day.

Yes. We support distributed teams through secure remote access management, Microsoft 365 and Google Workspace administration, VPN setup and troubleshooting, and endpoint monitoring for devices regardless of location. For free zone businesses with employees working across multiple Dubai locations or from home in areas like JVC, Marina, or Business Bay, our remote-first support model resolves 85% of issues without requiring an on-site visit.

We provide IT support for businesses across all major sectors in the UAE: financial services (DIFC, ADGM regulated entities), real estate agencies, professional services (law firms, consulting), hospitality, healthcare clinics, logistics companies, and retail. Our team understands sector-specific compliance requirements — including DFSA technology risk guidelines for DIFC firms and NESA standards for government-adjacent entities.

A typical NOCKO monthly IT support contract covers: unlimited remote helpdesk tickets (business hours + after-hours), a defined number of scheduled on-site visits, endpoint monitoring and alerting, patch management (Windows and critical software), Microsoft 365 / Google Workspace administration, and monthly IT health reports. Cloud infrastructure support, cybersecurity operations, and large project work are available as extensions.

For remote helpdesk support, we can begin within 24–48 hours after contract signing. Full onboarding — including installing RMM monitoring agents, documenting your infrastructure, configuring access, and integrating your team into our ticketing system — typically takes 3–5 business days for companies with 20–100 users.