We give companies in Jeddah a 24/7 network operations center and IT support desk in one service: continuous monitoring of servers, networks and applications, alert triage and escalation, a service desk for your staff, incident handling through to closure, and a monthly report that shows what actually happened. It's for businesses that can't afford to discover an outage the next morning — and don't want to staff a full on-call rota in-house.

When you need this

  • You hear about outages from customers or staff, not from an alert
  • Anything that breaks overnight or at the weekend waits until Sunday morning
  • Alerts pile up in an inbox nobody reads, and the important ones get lost in the noise
  • Staff requests arrive by phone and chat with no record of what's resolved and what isn't
  • When an incident hits, nobody is sure who owns it or when management should be told

To see what an hour of downtime costs your business, try the free downtime cost calculator.

What's included

  • 24/7 monitoring: availability and performance of servers, networks, applications and critical services, around the clock.
  • Alert triage: tuned thresholds and impact-based classification, so real problems don't drown in noise.
  • Escalation: written escalation paths defining who is notified, when, and who makes the call at each level.
  • Service desk: one channel for staff requests, with a ticket for every issue tracked to resolution.
  • Incident management: one accountable team owns each incident from detection to closure and keeps you updated.
  • Post-incident review: for significant incidents, we document the root cause and the actions that prevent a repeat.
  • Monthly reporting: incidents, requests and actual response times against the SLA, plus recurring issues worth fixing.

How we work

  1. Assessment: we identify which systems need watching, rank them by the business impact of an outage, and review how support requests reach IT today.
  2. Transition plan: we deploy monitoring, tune alert thresholds, write escalation paths and priorities with you, and set up the service desk channels.
  3. Managed operation: monitoring and support go live under the agreement; every incident follows a clear path, with updates posted to your project group.
  4. Monthly review: we go through incidents, requests and recurring causes, and adjust thresholds and priorities based on what we've learned.

Good monitoring isn't about more alerts; it's about the right alert reaching the right person at the right time. So we start by understanding what matters to your business: which system stops sales when it goes down, and which one can safely wait until morning. Priorities are set on that basis, and so is the decision about who gets woken up at night and who hears about it at 8 a.m.

When an incident does happen, management isn't left waiting for a phone call. Updates land in your project group as the work progresses: what happened, what's affected, what's next, and when we expect it resolved. Once it's closed, we write down what we learned so the same problem doesn't come back.

What you receive

  • A written SLA covering response and resolution targets, coverage hours and escalation paths
  • Monitoring alerts and incident updates delivered to your project group in our client portal, bridged to WhatsApp
  • Portal access to follow requests, incidents and their history at any time
  • A monthly report comparing actual performance with what the SLA promises
  • Post-incident reports for significant incidents, with cause and preventive action

FAQ

What's the difference between a NOC and a service desk?

The NOC watches your systems and catches problems before users notice them; the service desk handles your staff's day-to-day requests and issues. We run both under one team, so nothing falls between two vendors.

How do we know what's happening during an incident?

Monitoring alerts and incident updates go to your project group in our client portal, which is bridged to WhatsApp. Your managers see the problem and each step of the fix as it happens, without having to call and ask.

Do you cover nights, weekends and holidays?

Yes, monitoring runs 24/7, every day of the week. Service desk hours for end-user requests are set in the agreement according to the coverage tier you choose.

What response times do you commit to?

Response times, resolution targets and escalation paths are written into each agreement according to the priority of each of your systems. We measure performance against them and show it in the monthly report.

Can you monitor systems you don't manage yourselves?

Yes. We can monitor systems run by your in-house team or another vendor, with an agreed escalation path to them whenever an issue needs their hands on it.