IT Support Services — Dubai & UAE
From a forgotten password to a full infrastructure outage — Binary Minds' certified support team is available 24/7 to resolve your IT issues fast, so your team stays productive and your business keeps moving.
Who it’s for
Most of the businesses we support in Dubai and the wider UAE came to us with the same handful of problems.
How We Support You
Choose the channel that works best for you — every method is staffed by certified engineers, not scripts or bots — and no issue is out of scope, from a broken printer to a complex network outage.
Direct line to a certified engineer — no menus, no bots. Real human support every time, plus instant chat for quick queries and troubleshooting without picking up the phone.
Log tickets via email or our portal. Full traceability and SLA tracking on every request.
Secure remote access to diagnose and fix issues on your device within minutes.
When remote isn't enough, our engineers visit your Dubai office — typically same or next business day.
We detect and resolve many issues before you even notice them — minimising disruption entirely.
Laptops, desktops, printers, servers and storage, mobile devices and peripheral configuration — supported through their whole lifecycle.
OS installation and updates, Microsoft 365 and Office, line-of-business applications and antivirus and security tools.
Wi-Fi troubleshooting, VPN setup and support, internet and LAN issues, switch and router support.
Account creation and access, password resets and MFA, onboarding and offboarding, permissions and policy management.
How it works
Every request follows the same path, whether it arrives by phone at 3 pm or from a monitoring alert at 3 am.
Raise a ticket by phone, email, chat or portal. Our desk assigns a priority from P1 (business down) to P4 (request) and confirms the SLA target back to you.
An engineer picks up the ticket within the response target — 15 minutes for P1, 1 hour for P2, 4 hours for P3, next business day for P4 — and starts diagnosis remotely.
Remote fix first; on-site dispatch when hands are needed. Resolution targets are 4 hours for P1, 8 business hours for P2, 2 business days for P3 and 5 for P4.
Root-cause notes on every P1 and P2, a monthly report of volumes, SLA attainment and recurring issues, and a quarterly review with your account manager.
Our Commitment to Every Support Client
The service levels below are written into every support agreement.
Support Plans
All plans are flexible, month-to-month, and backed by contractual SLAs. No lock-in, no surprises.
Support plan
Occasional support with no monthly commitment
Support plan
For small teams that need reliable reactive support.
Most popular
For growing businesses that need expanded coverage.
Support plan
For organisations needing full 24/7 enterprise-grade support.
Plans are priced per user per month in AED (typically AED 80–150 per user) after a short scoping call. Devices, licences and project work are quoted separately.
Technologies
The platforms behind most of the tickets we close, from vendors we partner with directly.
Microsoft 365, Intune and Defender · Windows 11 and macOS · Lenovo ThinkPad and HPE ProLiant · FortiGate and Cisco Meraki · SentinelOne EDR · Veeam backup
FAQ
P1 is a site or business-critical service down, such as internet, email or ERP. P2 is a key system degraded or a whole department affected. P3 is a single user impaired but able to work. P4 covers requests, changes and questions. Priority is set at triage against these definitions and can be raised if the business impact is greater than it looks.
Response: 15 minutes for P1, 1 hour for P2, 4 hours for P3 and next business day for P4. Resolution: 4 hours, 8 business hours, 2 business days and 5 business days respectively, measured from the ticket timestamp and reported monthly. Where a fix depends on Etisalat, du or a software vendor, we own the escalation until it is confirmed resolved.
Yes on the Enterprise plan: P1 and P2 tickets are answered by an on-call engineer at any hour, including Eid, National Day and weekends. Essential and Professional plans cover Monday to Friday, 8 am to 6 pm Gulf Standard Time, with extended hours on Professional and after-hours P1 cover available as an add-on.
Yes. Our engineers are based in Business Bay and regularly attend DIFC, DMCC, JAFZA, Dubai Silicon Oasis, Sharjah and Abu Dhabi. Same-day attendance in Dubai is standard on Professional and Enterprise plans; other emirates are next business day unless the ticket is a P1.
HR raises a ticket in the portal. Joiners get a Microsoft 365 account, licences, groups and an Intune Autopilot-enrolled laptop, normally within one business day of the device being available. Leavers have sign-in disabled, sessions and MFA revoked, the mailbox converted to shared and OneDrive files transferred, with completion confirmed to HR.
Yes. On Professional and Enterprise plans we keep an asset register of every device, warranty and licence, schedule refreshes before end of life, source Lenovo, HPE or Microsoft replacements at partner pricing and securely wipe retired equipment with a certificate for your records.
Yes. Many clients begin with a 20- or 50-hour block, then move to a per-user plan once they want SLAs and monitoring. Unused block hours are credited towards the first months of the plan.
Your IT Problem. Our Priority.
Every minute of downtime costs your business money. Our certified engineers respond in under 15 minutes for critical issues — 24 hours a day, 365 days a year. Let's fix that today.
Free assessment · No obligation · Response within 24 hours
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