Maintenance & Support
Same-day SLA across the kingdom. The reason our average client tenure is over a decade isn't the install — it's what comes after. Most issues resolved remotely before the branch manager has to call them in. The engineer who set up your system is the one who signs off on the year-ten ticket.
Every firm sells the install. Most disappear after.
The pattern most operators know: project crew installs the system, hands over the keys, and a year later there's a different team on the support line who has to relearn your operation from scratch. Issues take days to resolve. The next upgrade requires onboarding all over again. The relationship that started with promise becomes a slow drift toward swapping vendors.
The team that installs is the team that stays.
Magnaite's support model is the entire reason our clients stay for over a decade. 24/7 technical support, same-day SLA across the kingdom. Most issues resolved remotely through our monitoring infrastructure before the branch manager has to call them in. Quarterly performance reviews. Ongoing assessment of what's working, what isn't, and what new technologies are worth adopting as the operation evolves.
What changes, once you have it.
24/7 monitoring & response: issues spotted before they reach you. When they do reach you, response is measured in hours, not days.
Same-day SLA across the kingdom: Riyadh, Jeddah, Dammam, every region — same response standard.
The team you started with is the team you stay with: no project-team-to-support-team handoff. The engineer who installed your system signs off on the year-ten ticket.
Quarterly performance reviews: continuous tuning of what we've installed. The system gets better the longer it runs.
When something stops working.
The first call doesn't have to be the start of a long engagement. If a system is already running and just needs someone competent on it today, that's a Magnaite engagement too. Send a request on WhatsApp or by form — we respond within the same business day, dispatch where needed, and quote what comes after.
Most of what comes in is recoverable on the first visit. NVR units that have stopped recording, surveillance hard drives that have hit the end of their write cycle, cameras showing degraded image quality, channels missing from the dashboard.
The same approach applies to networks, POS terminals, video walls, signage networks, public address, conference rooms. Whether it's a single screen behind a counter or a signage network across hundreds of branches, we know the failure modes because we've installed and maintained both.
Already running, not yet a client? Maintenance-only engagements are how a lot of long-term Magnaite relationships start.
Questions we get.
Standard maintenance is included for the first period after install. Long-term support is a contracted service — sized to your operation. Most clients stay on it indefinitely. That's the relationship the firm is built around.
Same-day across the kingdom. Four-hour response in Riyadh. Most issues resolved remotely before a site visit is needed.
Where we have the technical knowledge, yes. Many of our clients had us inherit existing infrastructure during the relationship. We don't draw arbitrary contract lines.
Yes. Preventive maintenance windows are scheduled per contract — typically quarterly site visits with monthly remote checks. The work that keeps the call from happening in the first place.
Ready to talk about your deployment?
Thirty minutes with someone who's deployed this exact thing across Saudi enterprise networks. No deck, no pitch — an honest assessment.