AMC & Technical Support
Annual maintenance contracts for AV systems
Tawasul AV provides Annual Maintenance Contracts (AMC) for enterprise AV systems across the UAE and GCC — covering preventive maintenance, 4-hour on-site SLA, 24/7 help desk, firmware updates, and remote monitoring. Pricing starts from AED 4,800 per room/year for Standard AMC and AED 9,600 per room/year for Premium AMC (which adds replacement units). We support Poly, Logitech, Cisco, Crestron, AMX, Extron, Barco, and all major AV brands — including systems installed by other integrators.
Don't let a broken meeting room cost you a deal or a court hearing. Our AMC programs keep your AV infrastructure running at peak performance with quarterly preventive maintenance, priority on-site response (4 hours in Dubai/Sharjah/Abu Dhabi), and 24/7 cloud-based monitoring that often resolves issues before users notice. We support equipment from all major brands — Poly, Logitech, Cisco, Crestron, AMX, Extron, Barco, Owl Labs, Lenovo — and we accept handover of systems originally installed by other integrators after a one-time onboarding audit.
What makes our service different
Preventive Maintenance
Scheduled quarterly visits with firmware updates, cable inspection, audio calibration, camera cleaning, and health-check reports.
On-Site Response SLA
Engineer on-site within 4 hours for critical issues in Dubai / Sharjah / Abu Dhabi. 8 hours for other UAE cities, next-business-day for GCC.
24/7 Help Desk
Phone, email, and ticket portal for end users and IT teams. Standard AMC: 8x5. Premium AMC: 24x7 with escalation manager.
Remote Monitoring
Cloud-based monitoring of every certified endpoint with automatic ticket creation on failures — we often fix issues before users notice.
Replacement Units (Premium)
Loaner equipment dispatched the same day while your unit is being repaired or replaced under warranty.
Bilingual Support
All tickets, calls, and reports available in English and Arabic. Quarterly review meetings with IT/Facilities leadership.
AED pricing per tier
AMC pricing is per room/year or per device/year. Volume discounts kick in at 10+ rooms. VAT 5% additional.
Standard AMC
Per room / year
- Quarterly preventive maintenance visits
- 8x5 phone + email help desk
- 8-hour on-site response SLA
- Firmware updates + health reports
Premium AMC
Per room / year
- Standard AMC features + 24x7 help desk
- 4-hour on-site response (UAE major cities)
- Loaner / replacement units same-day
- Quarterly executive review meetings
Enterprise Support
Per site / year
- Multi-room sites (10+ rooms)
- Dedicated account engineer
- Custom SLAs and reporting cadence
- Annual technology roadmap planning
IP telephony AMC: AED 30 per user/year on top of platform license. Smart rooms (Crestron-programmed): AED 1,500/year premium. Multi-year contracts get 8–15% discount.
From consultation to handover
Onboarding a new AMC client — whether net-new or taking over from another vendor — follows a structured 5-step process.
- 01
Inventory Audit
We catalog every AV endpoint: video conferencing bars, codecs, displays, controllers, microphones, network switches, cables. Document firmware versions and warranty status.
1 day per 5 rooms - 02
Baseline Health Check
Test each room end-to-end, identify pre-existing issues, calibrate audio/video, update firmware to current safe versions, document findings.
2-3 days for 10 rooms - 03
Onboarding Report + SLA Agreement
Deliver the inventory + health report, propose SLA tier, identify systems requiring repair before AMC start (if any), sign agreement.
3-5 business days - 04
Monitoring Enrollment
Enroll all compatible devices in cloud monitoring (Teams Admin Center, Zoom Device Management, Logitech Sync, Crestron Fusion).
1 day - 05
Go-Live + First Quarter
AMC starts. Help desk goes live, monitoring active, first quarterly visit scheduled at month 3. First executive review at month 6.
Ongoing
Standard vs Premium AMC — what's the difference?
| Option | Help desk | Response SLA | Loaner units | Best for |
|---|---|---|---|---|
Standard AMC SMBs and single-office customers | 8x5 EN+AR | 8 hours on-site | Not included | Office hours operations |
Premium AMC Banks, courts, healthcare, hotels | 24x7 EN+AR | 4 hours on-site (major UAE cities) | Same-day loaner | Mission-critical AV |
Enterprise Support 10+ rooms across multiple sites | 24x7 + dedicated engineer | 2 hours major cities | Pre-staged equipment | Multi-site rollouts |
Key Benefits
- Reduce AV-related downtime by up to 85%
- Predictable monthly / annual budget (no surprise repair bills)
- Direct access to certified engineers (skip vendor support queues)
- Quarterly system health reports for IT/Facilities leadership
- Priority over ad-hoc / new-customer requests
- Discounted spare parts and accessories
- Bilingual (EN + AR) tickets and reports
Use Cases
- Multi-room offices with mission-critical AV
- Government and education institutions
- Healthcare with telemedicine and patient-facing rooms
- Banks, asset management, and family offices
- Courts and legal services with video hearings
- Hotels with banquet halls and conference centers
- Corporate HQs with executive boardrooms and town hall spaces
Healthcare network keeps telemedicine running 99.9%
A UAE healthcare network with 14 clinics offering telemedicine had recurring issues with video conferencing quality during patient consultations — 30+ disrupted appointments per month, leading to patient complaints and lost revenue (AED ~85,000/month in rescheduled consultations).
We onboarded all 14 clinics under Premium AMC: cataloged 22 video conferencing endpoints (mix of Poly, Logitech, and Owl Labs), updated firmware, deployed Logitech Sync monitoring, set 4-hour SLA. Added redundant 4G failover at 4 high-priority sites. Trained clinic admin staff with bilingual quick-start guides.
Disrupted appointments dropped from 30+/month to 2/month (93% reduction). Uptime measured at 99.91% in year 1. Patient NPS for telemedicine increased 27 points. Network expanded AMC to 3 new clinics.
Frequently Asked Questions
What is included in an AMC contract?
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Standard AMC includes preventive maintenance visits (quarterly), 8x5 phone + email help desk, 8-hour on-site response SLA, firmware/software updates, health-check reports, and discounted spare parts. Premium AMC adds 24x7 help desk, 4-hour SLA, loaner/replacement units while parts are being repaired, and quarterly executive reviews.
Do you support equipment from other vendors?
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Yes. We support AV from Poly, Logitech, Cisco, Crestron, AMX, Extron, Barco, Owl Labs, Lenovo, Jabra, and most major brands — including systems installed by other integrators. A one-time onboarding audit is required before AMC starts to baseline the current state.
How fast can you respond to a critical issue?
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Premium AMC customers get an engineer on-site within 4 hours in Dubai / Sharjah / Abu Dhabi, 8 hours in other GCC cities. Standard AMC is 8 hours UAE-wide, next business day for GCC. Most issues — about 60% — are resolved remotely within 30 minutes via cloud monitoring or screen-share with users.
How much does AMC cost per room?
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Standard AMC starts at AED 4,800 per room/year. Premium AMC at AED 9,600 per room/year. Enterprise multi-site (10+ rooms) from AED 60,000/year. IP telephony AMC adds AED 30 per user/year. Smart rooms with Crestron programming add AED 1,500/year. Multi-year contracts get 8–15% discount.
Can I switch from my current AV vendor mid-warranty?
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Yes. We've onboarded clients away from competitors many times. We coordinate transitions to minimize disruption, honor manufacturer warranties (they're tied to hardware serial numbers, not the integrator), and offer pro-rated AMC pricing for the remainder of the year.
What if my contract is with the original installer but the warranty has expired?
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Perfect AMC candidate. We provide a one-time refurbishment audit (typically AED 1,500–3,500 per room) to baseline systems, then offer Standard or Premium AMC at our regular rates. Most clients save 30–40% vs the original installer's renewal pricing.
Do you provide reports for IT and Facilities leadership?
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Yes. Quarterly reports cover: uptime per room, ticket volume + resolution times, firmware version status, recommendations for upgrades, spare-parts inventory levels. Premium AMC includes a 90-minute quarterly review meeting with IT/Facilities leadership.
Can we add new rooms to an existing AMC mid-year?
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Yes. New rooms are added at pro-rated pricing for the remainder of the contract year. We do a quick onboarding audit on the new rooms (free for additions during contract), then they're included from the next quarterly visit.
What happens if an engineer can't fix a problem within SLA?
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We have escalation paths: Tier 1 (help desk) → Tier 2 (certified engineer on-site) → Tier 3 (vendor TAC engagement, e.g., Poly or Cisco support). Premium AMC includes SLA penalties — if we miss SLA, we credit the next month's fee. Repeated SLA misses can trigger contract review at our cost.
Are AMC payments billed monthly or annually?
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We offer both. Annual prepay gets a 5% discount. Monthly billing available for established customers (typically after 12 months on annual). Quarterly billing also available. All invoices VAT-compliant and meet UAE FTA requirements.
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