Managed IT Services
Predictable, SLA-backed Managed IT Services covering end-user computing, network, servers, cloud, backup and security — delivered from our GCC operations center by certified engineers so your teams can focus on the business, not the ticket queue.
Managed IT Services — engineered by Graviton Infratech
Graviton Infratech delivers enterprise Managed IT Services across Saudi Arabia and the UAE — a single, SLA-backed contract that covers everything from your laptops and Microsoft 365 tenants to your data-center switches, virtualization stack, backups, firewalls and public-cloud workloads. Instead of juggling multiple vendors, ticket queues and finger-pointing, your business gets one accountable partner with a 24/7 Network Operations Center, a certified service desk and clear monthly reporting.
Our Managed IT Services are built on ITIL v4 processes and aligned with NIST CSF, ISO 20000 and ISO 27001. Every engagement begins with a structured onboarding: asset discovery, network and security assessment, documentation of business-critical applications, definition of RTO/RPO targets and agreement of service levels. From day one you receive proactive monitoring, automated patching, hardened baselines and continuous vulnerability management — not just reactive break-fix support.
We support hybrid environments end-to-end: on-premises Windows and Linux servers, VMware and Hyper-V virtualization, Cisco / Fortinet / Aruba networks, Microsoft 365, Azure, AWS, Google Workspace, and SaaS platforms such as Salesforce and ServiceNow. Whether you are a 50-user professional services firm in Dubai or a 5,000-user bank in Riyadh, our tiered plans scale with you — with fixed per-user or per-device pricing so IT costs stop being a surprise.
Cyber-security is embedded in every Managed IT contract. Endpoint detection & response (EDR), managed detection & response (MDR), email security, DNS filtering, phishing simulation, privileged access management and immutable backups are available as add-on modules or bundled into our Premium tier — all monitored from our SOC and mapped to the NCA ECC (Essential Cybersecurity Controls) framework in KSA and the UAE IA Regulation.
What we help you solve.
Fragmented multi-vendor support and finger-pointing
Reactive fire-fighting and unplanned downtime
Aging infrastructure and patch backlogs
Shortage of specialist IT talent in-house
Rising cyber-threats against endpoints and email
Unpredictable IT spend and hidden costs
Business outcomes.
Predictable OPEX with fixed per-user / per-device pricing
24/7/365 NOC & Service Desk in English and Arabic
Guaranteed SLAs on response and resolution
Proactive monitoring, patching and hardening
Single point of accountability across your stack
Continuous improvement and quarterly roadmap
Features & deliverables.
Service features
- 24/7/365 NOC monitoring of servers, network, cloud and endpoints
- L1 / L2 / L3 service desk with English & Arabic support
- SLA-backed response and resolution with credits for breaches
- Automated patch management for OS, third-party apps and firmware
- Managed endpoint protection, EDR and phishing defense
- Microsoft 365 & Azure administration and tenant hardening
- Backup monitoring, restore testing and DR runbook maintenance
- Network & firewall management, change control and config backup
- Asset lifecycle management, procurement and warranty tracking
- ITSM ticketing with self-service portal and CSAT tracking
- Vulnerability scanning, remediation and compliance reporting
- Quarterly Business Reviews with roadmap and cost optimization
You receive
- Signed Master Service Agreement and Service Level Agreement
- Asset register, network diagrams and application catalog
- Runbooks, standard operating procedures and escalation matrix
- Access to ITSM portal for ticket logging and reporting
- Monthly service report: SLA, incidents, changes, patch status
- Quarterly Business Review deck with roadmap and recommendations
- Annual security posture and DR readiness assessment
How we deliver.
Assess
Discovery workshop, asset inventory, network audit, security baseline and SLA definition.
Onboard
Deploy RMM & monitoring agents, document runbooks, migrate tickets and transfer knowledge in 2–4 weeks.
Operate
24/7 NOC, L1–L3 service desk, ITSM ticketing, patching, backups, monitoring and monthly reporting.
Optimize
Quarterly business reviews, capacity planning, cost engineering and technology roadmap.
Choose the SLA that fits.
Essential
P1 in 60 min · P2 in 4 hrs
Business hours 8×5, remote-first
- Remote monitoring & patching
- Service desk (email/portal)
- Monthly reports
- Backup monitoring
Business
P1 in 30 min · P2 in 2 hrs
24×7 NOC, on-site next business day
- Everything in Essential
- 24×7 NOC
- On-site support
- Managed endpoint protection
- Microsoft 365 administration
- Quarterly Business Reviews
Premium
P1 in 15 min · P2 in 60 min
24×7 NOC + on-site 4-hour SLA
- Everything in Business
- Dedicated Service Delivery Manager
- Managed EDR / MDR
- Managed firewall & Wi-Fi
- DR testing twice per year
- NCA ECC / ISO 27001 compliance reporting
Built with the best.
Technologies
Industries
Managed IT Services — frequently asked questions.
What is included in Graviton's Managed IT Services?+
Our Managed IT Services cover 24/7 monitoring, service desk, endpoint and server management, network & firewall administration, Microsoft 365 and cloud operations, backup monitoring, patching, vulnerability management and monthly reporting — all under a single SLA. Cyber-security, DR testing and on-site engineers can be added per tier.
Do you support both Saudi Arabia and the UAE from one contract?+
Yes. We deliver multi-country Managed IT Services across KSA (Riyadh, Jeddah, Dammam, Khobar, Jubail) and the UAE (Dubai, Abu Dhabi, Sharjah) under one master agreement, one point of contact and consolidated reporting — with local engineers dispatched for on-site work.
How is pricing structured?+
We price per user or per device, with a fixed monthly fee based on the tier (Essential / Business / Premium) and the modules you enable. No hidden hourly charges for in-scope work — you get predictable OPEX and can scale up or down quarterly.
How fast can you onboard us?+
Standard onboarding takes 2–4 weeks: week 1 discovery and documentation, week 2 tooling deployment and knowledge transfer, weeks 3–4 shadow support and go-live. Larger multi-site environments follow a phased plan agreed in the SOW.
Which compliance frameworks do you support?+
We align with ITIL v4, ISO 20000, ISO 27001, NIST CSF, the Saudi NCA Essential Cybersecurity Controls (ECC) and the UAE Information Assurance Regulation. Compliance reporting is available on the Premium tier.
Do you replace or work alongside our in-house IT team?+
Both models are supported. Many customers use us as their full IT department; others use us as a co-managed extension — we take over 24/7 monitoring, patching, service desk and specialist work while their internal team focuses on business projects.
How do you handle cyber-security incidents?+
Security incidents follow a documented IR playbook: detection via EDR/SIEM, triage by our SOC, containment, eradication, recovery and post-incident review. Premium customers receive a retained incident response service with defined RTOs.
What happens if you miss an SLA?+
Every SLA breach is tracked in your monthly report and triggers service credits per the MSA. Root-cause analysis is delivered within 5 business days and corrective actions are reviewed at the next QBR.
Start with Managed IT Services.
Talk to our enterprise architects about your IT infrastructure, cyber security and smart building goals.