SUPPORT

Help when you need it, from people who know your setup

When something stops working, you do not want a queue number — you want it fixed. Al Sadq IT Solutions provides responsive support to clients across Dubai and the UAE through the channels below. Managed and AMC clients get proactive monitoring on top, so we often spot and resolve issues before they reach you. Our support hours are Monday to Saturday, 9:00 to 18:00.

SUPPORT CHANNELS

How to reach us

Phone

The fastest route for anything urgent. Call +971 50 931 2307 during business hours and speak to someone who can act.

Email

Best for non-urgent requests and anything with detail or attachments. Write to info@alsadq.com and we log it as a tracked request.

Quick questions, screenshots, and updates on the go. Message us on wa.me/971509312307 — the same number as our phone line.

Remote Support

Most software, email, and configuration issues are solved remotely and securely — no waiting for a visit. It is faster for you and gets you back to work sooner.

On-site Visits

When an issue needs hands on hardware, cabling, or a physical device, we come to you across Dubai and the UAE. Site visits are scheduled to fit your operations.

Proactive Monitoring

For managed and AMC clients, we watch critical systems around the clock and act on alerts — often resolving problems before you even notice them.

LOGGING A REQUEST

How to log a support request

The more we know up front, the faster we can fix it. When you contact us, help us help you:

Tell us who you are and which company you are with, so we can pull up your environment.
Describe what is happening and, importantly, what you expected to happen instead.
Note when it started and whether it affects one person or the whole team — that tells us how urgent it is.
Include any error message, exactly as it appears, or a quick screenshot or photo.
Mention anything that changed recently — a new device, an update, a move, or a password reset.
Choose the channel that fits: phone or WhatsApp for urgent problems, email for detailed or lower-priority requests.

OUR SERVICE APPROACH

Response and SLAs

We prioritise by business impact, not by whoever shouts loudest.

A request that stops your business — email down, no connectivity, a server offline, a suspected security incident — is treated as high priority and picked up ahead of routine work such as a new user account or a printer setup. Routine requests are handled promptly in turn during business hours.

Clients on a managed services or AMC agreement get defined response targets set out in writing, matched to the priority of the issue and the tier they have chosen — so expectations are clear on both sides rather than left to guesswork. Managed clients also benefit from proactive monitoring and regular reviews, which steadily reduce the number of issues that arise in the first place. Wherever possible we keep you informed on progress rather than leaving you wondering.

Not yet a client on a plan? We can still help on a project or as-needed basis, and we will tell you honestly whether a structured support plan would serve you better. See our managed IT services for how ongoing support works.

Are you a new client looking for a support plan?

If you would like ongoing support with clear response commitments, talk to us about a managed services or AMC arrangement. We will assess your setup and propose a plan sized to your business — no obligation.