Dubai has hundreds of IT support companies listed on Google Maps, most with polished websites and 5-star ratings from suspicious-looking accounts. After many 'we switched from our last IT company' conversations, Azizi Technologies has heard every variation of what goes wrong. These 7 checks cut through the noise.
1. Ask for the SLA in writing before signing
Response time SLAs separate serious providers from hobbyists. Ask specifically: what is your guaranteed on-site response time for critical issues (server down, network failure)? Get the number in writing in the contract. Verbal promises of 'within 2 hours' that are not in the SLA are not promises. They are marketing. Typical benchmarks: 15 minutes for remote triage, 2–4 hours for on-site for critical issues, next business day for non-critical.
2. Confirm on-site coverage for your area
Some IT companies in Dubai operate from a single location in Deira or Bur Dubai and claim city-wide coverage. A 2-hour SLA from Deira to JBR in afternoon traffic is physically impossible. Ask: where are your engineers based? How many on-site engineers do you have? Do you sub-contract on-site visits? Sub-contracted callouts almost always mean slower response and inconsistent quality.
3. Check for Apple device competence separately
Most Windows-focused IT companies in Dubai handle Mac support as an afterthought. If your office runs MacBook Pros, iMacs or mixed Mac/Windows environments, ask specifically about Apple experience: do you have Apple-certified technicians? Can you manage macOS MDM (Jamf, Mosyle)? How many Apple devices are in your current client base? The wrong answer is vague reassurance. The right answer cites specific certifications and client examples.
4. Ask who actually answers after-hours calls
Many Dubai IT companies advertise 24/7 support but route after-hours calls to an answering service or WhatsApp that a single engineer checks when they wake up. Ask: what is the name of the person who takes my call at 2am if our server goes down? What is their qualification? Is this person employed by you or a third party? If the answer involves an escalation tree that takes 30+ minutes before a qualified engineer is on the call, it is not 24/7 support.
5. Read Google reviews for patterns, not averages
A 4.9-star rating from 12 reviews means almost nothing. Look for three things: total review count (100+ means real volume), recency (reviews from 2022 on a company that has been operating since 2020 suggests a review campaign, not organic growth), and negative review responses (how a company handles criticism tells you more than five-star reviews from employees).
6. Get a flat-rate quote, not hourly estimates
Hourly IT billing in Dubai creates misaligned incentives: the slower the engineer works, the more you pay. Ask for a flat monthly AMC or managed IT contract with defined scope. If a provider insists on hourly billing only, either the scope is genuinely hard to define (large complex infrastructures) or they prefer the hourly model because it benefits them. Either way, get at least two alternative quotes with defined monthly costs.
7. Test their helpdesk before signing
Before committing to a 12-month contract, call their helpdesk with a simple technical question: 'How do I configure MFA for my Microsoft 365 admin account?' or 'Our office printer is offline after a router change, what's the fastest way to fix it?' A competent IT support team answers either question in under 2 minutes. Vague answers, long holds, or 'we'll send someone to look at it' for a software question tells you everything.
IT support for Dubai businesses: 19 years, 645 reviews
Azizi Technologies has operated from Bur Dubai and Media City since 2007. 15-minute remote first response and 4-hour on-site response during opening hours, Apple-certified technicians on staff, a flat-rate AMC quoted on your users and devices, and out-of-hours work by arrangement. Use the quote form on this page or book an IT assessment.
