IT Outsourcing With Local Compliance And SLA Guarantees

We include PDPL aligned data processing addenda, DPIA templates, and contractual audit rights. Choose onshore UAE cloud regions and free zone hosting when required. We implement role based access, encryption at rest and in transit, logging and retained audit trails, breach notification timelines, and a named DPO contact. We supply ISO 27001 or SOC 2 reports and local client references.

SLAs state uptime targets, response windows, severity definitions, and remedies. Typical terms: 99.9 percent availability, 15 minute P1 response, four hour critical escalation, and monthly SLA reports. KPIs include MTTR, ticket backlog, first contact resolution, and change success rate. Payments link to SLA performance with credits for breaches. You get dashboards, regular reports, and weekly governance calls with service reviews.

Pilot projects start within two to four weeks after contract signature and initial discovery. Staff augmentation often begins within seven days for pre vetted resources. Full managed service handover depends on scope. Typical cloud migration or managed SOC ramps in four to twelve weeks after discovery, design, and testing phases. You receive a detailed timeline, defined milestones, risk register, and a cutover plan before production work.

Contracts include exit clauses, documented runbooks, and a staged knowledge transfer plan with measurable checkpoints. We deliver source code repositories, configuration inventories, credentials handover procedures, and runbook updates during the engagement. We offer source code or data escrow and a 30 to 90 day shadow period for handover. You retain audit rights, archived logs for transfer, and a final sign off on completion.

Pricing uses fixed price, time and materials, dedicated team, or subscription managed services. We publish rate cards, one off setup fees, and expected third party costs up front. Hidden fees often stem from out of scope changes, overtime, and third party licences or cloud consumption. Use a pilot scope, capped change budgets, clear change control, and monthly itemised invoices to keep costs transparent. Example: basic 24x5 helpdesk starts around $2,000 per month.