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Al Khobar, Saudi Arabia
ENعربي

Managed services and application support in Saudi Arabia

Managed Services & Support for the systems your business runs on after go-live

SLA-backed application support, L2/L3 engineering and managed cloud operations after go-live.

Discuss a projectServices in this practice

Overview

A system going live is the beginning of the cost, not the end of it. Someone has to answer the ticket at 8 on Sunday morning, patch the server, check the backups and find out why month-end reports are slow. When that someone is the person who built it, they have usually moved on.

We provide SLA-backed application support, L2 and L3 engineering support, managed cloud operations and website care plans. We can support systems we did not build, which is the most common case. We spend the first weeks reading the code, mapping integrations and writing runbooks before the service starts.

We commit to response and update times by severity and report against them every month. We do not promise a fixed uptime percentage, because uptime depends on architecture and providers we do not control. Tickets and monthly reviews work in Arabic or English, and your team always knows who is on the problem.

Who this is for

  • The team that built your system has moved on and nobody owns it now.
  • Your IT staff spend their week on tickets instead of improvements.
  • You need after-hours cover but cannot justify a full shift team.
  • An audit asked who patches your servers and the honest answer was unclear.

What you get

Application support with an SLA

Severity tiers with written response targets, a ticket queue your users can reach in Arabic or English, and a monthly review of what broke, why, and what we changed to stop it recurring.

L2 and L3 engineering

Engineers who read code, trace incidents to root cause and ship fixes, not just forward tickets. Useful when your first line is solid but deeper faults have no owner.

Managed cloud operations

Monitoring around the clock, patching, backups, access review and cost control on AWS, Azure or Google Cloud. The account stays in your name, and in-Kingdom hosting is supported where your data requires it.

Website care plans

Updates, security patches, backups, uptime checks and a block of change hours each month, so your website stays current without asking for a project every time something moves.

Services in this practice

Application Support (SLA)Named response tiers, a ticket queue and a monthly review for the business apps you run every day.Full breakdown →L2 & L3 Engineering SupportEngineers behind your helpdesk: diagnose the hard faults, patch the code and fix causes, not symptoms.Full breakdown →Managed Cloud OperationsWe run your cloud environment day to day: monitoring, patching, backups, cost control and incident response.Full breakdown →Website Care PlansUpdates, backups, security checks, speed and small edits for your website, on a fixed monthly plan.Full breakdown →IT Help Desk & Support OutsourcingA ticketed help desk for your staff: tiered support, onboarding, devices, identity and monthly reporting.Full breakdown →
Buyer questions

Asked before signing.

Can you support an application someone else built?

Yes, and it is the most common case. We spend two to three weeks on onboarding to read the code, map integrations and write runbooks. If documentation or access is too thin, we tell you what is missing before the service level agreement starts, so there are no surprises later.

Do you guarantee a fixed uptime or fix time?

No. We commit to response and update times by severity, such as a first response within one hour for the most urgent tier, and we report against them monthly. Fix time depends on the cause, so we give ranges and escalate early instead of promising a number we cannot control.

Who owns the accounts and runbooks?

You do. Cloud accounts are in your name, provider charges are billed to you, and infrastructure code sits in your repository. Access for our engineers is least-privilege and logged, and we remove it at exit. You keep the runbooks and the ticket history so a new team can continue.

How is the monthly fee calculated?

It combines the number of applications, their complexity, the cover hours, the response tiers and a block of change hours. We quote after a short discovery stage so the price reflects what your systems actually need rather than a generic package, and you see how each part adds up.

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