FREQUENTLY ASKED QUESTIONS
Straight answers about working with Al Sadq
These are the questions clients actually ask us before, during, and after an engagement — about our services, how we cover Dubai and the wider UAE, how support works, and how we price and structure agreements. If your question is not answered here, call or WhatsApp us on +971 50 931 2307 and a consultant will respond directly, not a script.
General
What does Al Sadq IT Solutions actually do?
We are a licensed IT solutions company based in Al Khabaisi, Dubai. Our core work falls into four areas: managed IT services (we run and monitor your day-to-day IT so your team does not have to), IT outsourcing and annual maintenance contracts (AMC), cloud migration (moving email, files, and applications to Microsoft 365, Azure, or other cloud platforms), and compliance and security (hardening systems, protecting data, and helping you meet UAE regulatory expectations). We work with the whole stack — networks, servers, endpoints, email, backup, and the vendors in between — rather than a single narrow product.
What areas do you serve?
Our office is in the Onyx Building, Al Khabaisi, Dubai, and Dubai is where most of our on-site work happens. We also support clients across the wider UAE — Sharjah, Abu Dhabi, and the northern emirates — through a mix of scheduled site visits and remote management. Much of modern IT support is delivered securely over the internet, so location rarely limits what we can do for you.
What size of business do you work with?
We are built for small and mid-sized organisations — typically from a handful of users up to a few hundred. That includes trading companies, clinics, law and accounting firms, retail and hospitality operators, and professional-services offices. If you are large enough to depend on IT but not large enough to want a full in-house department, that is exactly the gap we fill.
Are you a licensed company?
Yes. Al Sadq IT Solutions LLC is a licensed IT solutions company registered in Dubai, UAE. You will always deal with a named, accountable entity — not an anonymous freelancer — with a physical office you can visit during business hours.
How do I get started?
Contact us for a no-obligation conversation. We will ask about your current setup, your pain points, and your goals, then arrange a short assessment. From there we propose a scope and a plan in plain language before any commitment.
IT Support & Managed Services
How quickly do you respond to issues?
Our response approach is prioritised by impact. A full outage — email down, no internet, a server offline — is treated as urgent and picked up ahead of routine requests such as a new user setup or a printer issue. Under a managed services or AMC agreement we commit to defined response targets in writing, so you know what to expect rather than hoping for the best. Exact targets are set in your agreement based on the tier you choose.
Is support remote or on-site?
Both. The majority of issues — software, email, account, configuration, and monitoring — are resolved remotely, which is faster because there is no travel time. When something needs hands on hardware, cabling, or a physical device, we come to your site. We decide the right approach per issue rather than defaulting to a truck roll for everything.
Do you replace our IT team or work alongside it?
Either. Some clients have no internal IT and hand the whole function to us. Others have an internal person or team and bring us in for specialist work — cloud projects, security, escalations, or covering leave. We are comfortable being the whole department or an extension of yours, and we agree the boundaries clearly at the start.
What is included in a managed services agreement?
Typically: proactive monitoring of your critical systems, patching and updates, endpoint protection, backup oversight, user support (onboarding, offboarding, and day-to-day requests), vendor coordination, and regular reviews of how your IT is performing. The precise inclusions depend on your managed IT services tier, which we scope to your environment.
What is an AMC and do we need one?
An Annual Maintenance Contract is a fixed-term agreement covering ongoing support and maintenance of your IT for a predictable annual or monthly fee. It suits businesses that want budget certainty and a single accountable partner instead of paying per incident. If your IT is business-critical, an IT outsourcing and AMC arrangement almost always works out cheaper and calmer than firefighting ad hoc. We are happy to advise honestly if you would be better off on a pay-as-you-go basis.
What happens to our data if we leave?
It stays yours. Documentation, credentials, and configurations are handed back to you on exit. We do not lock clients in through hostage-holding of passwords or systems — a relationship should continue because it works, not because leaving is painful.
Cloud & Microsoft 365
Should we move to the cloud?
For most small and mid-sized businesses in the UAE, yes — but not blindly. Cloud email and file storage remove the cost and risk of ageing on-premises servers, improve remote and mobile working, and simplify backup. That said, some workloads and some regulatory situations still favour a hybrid or on-premises approach. We assess your specific case before recommending a cloud migration rather than pushing a one-size-fits-all answer.
Do you handle Microsoft 365 setup and migration?
Yes. We license, configure, and migrate Microsoft 365 — Exchange Online email, Teams, SharePoint, and OneDrive — including moving mailboxes and files from existing systems with minimal disruption. We also configure the security side properly: multi-factor authentication, conditional access, and data protection policies, which are too often skipped in DIY setups.
Will there be downtime during migration?
We plan migrations to avoid disruption — staging data ahead of time, cutting over outside working hours where possible, and running a tested rollback plan. Email typically continues to flow throughout. We tell you honestly where a short interruption is unavoidable and schedule it for the least disruptive window.
Is cloud data safe and compliant in the UAE?
Cloud can be very secure — often more so than an under-maintained office server — provided it is configured correctly. That means enforced multi-factor authentication, sensible access controls, and reliable backup. We also consider data residency and regulatory expectations relevant to your industry as part of our compliance and security work.
Do we still need backup if we are on the cloud?
Yes. A common and costly misconception is that cloud platforms back up your data for you. They keep the service running, but protecting your content against accidental deletion, ransomware, or a departing employee is your responsibility. We put proper backup in place for cloud data as standard.
Billing & Engagement
How do you price your services?
It depends on the engagement. Managed services and AMC arrangements are usually a fixed monthly or annual fee based on your number of users and the systems covered — predictable and easy to budget. Projects such as a cloud migration or a security upgrade are quoted as a defined piece of work with a clear scope. Smaller one-off tasks can be handled on a time basis. We give you the numbers up front; there are no surprise charges buried in the fine print.
Are we locked into a long contract?
We keep terms fair. Ongoing agreements run for a sensible term with clear notice periods, and we would rather earn your renewal through good service than trap you. Project work is simply completed and closed. We will always explain the term before you sign.
What does onboarding a new client look like?
We start with a discovery and assessment: documenting your systems, users, licences, and risks. We then agree the scope and responsibilities, put monitoring and support tooling in place, address any urgent risks we find, and hold a kickoff so your team knows how to reach us. Most clients are fully onboarded within a couple of weeks, faster for smaller environments.
How do we contact you for support once we are a client?
Through whichever channel suits the situation — phone, email, or WhatsApp on +971 50 931 2307 — and managed clients get a defined logging process so nothing falls through the cracks. Our office hours are Monday to Saturday, 9:00 to 18:00.
What if we only need help occasionally?
That is fine. Not every business needs a full managed agreement. We are happy to help on a project or as-needed basis and to tell you honestly when a support plan would genuinely save you money versus when it would not.
Still have a question?
Talk to a consultant, not a call centre. We will give you a straight answer about your specific situation — no jargon, no pressure.
Call +971 50 931 2307 Contact Us
