Every integrator in the UAE sells an AMC. Most of them sell the same brochure with their logo on top. The actual quality of an AMC is invisible at signing and only becomes apparent the first time you have a real incident at 2am.
After ten years of taking over AMC contracts that other companies failed to honour, we have distilled the audit down to seven questions. If your prospective provider cannot answer them clearly, in writing, you are about to sign a brochure — not a contract.
In this article: response time SLAs (and the difference between "we will be in touch" and "we will be on site"), parts coverage, escalation paths, after-hours staffing, multi-vendor capability, documentation handover, and contract exit terms.
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