Frequently Asked Questions
Answers to the questions we are asked most often about managed IT, support and maintenance contracts.
Are free antivirus software any good?
First and foremost, you never want to go without security protection on your computer. Free Anti-Virus has very low detection rates. Give us a call and we will be happy to inform you of the latest security software we recommend and sell to all our clients for Spyware, Malware and Virus protection.
What exactly are Managed IT Services?
Simply put, Data Wave Managed IT Services means we take care of your entire information technology requirement. We manage all your hardware and software sourcing, installation, technical support, and IT staffing needs. It also means Data Wave acts as your go-to consultancy and support team, providing scheduled maintenance and upgrading of your systems, along with emergency assistance to keep your business up and running. Know more
What is Cloud Backup?
Cloud backup, also known as online backup, is the process where your on-site backups are transferred to a secure offsite data centre in the UAE every night. It replaces the need for someone to take a physical backup home each night, and is more secure, reliable and easier to manage and monitor.
What kind of response times can I expect?
Response times depend on your service tier, but as a guide our team typically acknowledges support requests within minutes during business hours, with critical issues prioritised first. Exact response targets are set out in your service agreement.
How long is a Managed Services Contract for?
Our Managed IT / AMC contracts run on an annual basis and renew each year. You can review the scope, user count and service level with us at any renewal to make sure the contract still matches your business.
What should I do before I call for help?
Have any error messages or a brief description of the issue ready, and try a simple restart of the affected device if it is safe to do so. Beyond that, just call or WhatsApp us — our engineers will take it from there.
What does having Managed IT Services cost?
Cost depends on your number of users, servers and sites, and the level of cover you choose. We provide a fixed, predictable annual or monthly figure after a short assessment of your setup, rather than billing per incident.
What if we already have an internal IT department?
Yes — most of our Managed IT / AMC clients already have an internal team. We typically work alongside them as second-line and infrastructure specialists, covering servers, networking, security and after-hours support, so your internal team can focus on day-to-day, user-facing work.
How does a flat rate billing save me money?
A flat annual or monthly rate replaces unpredictable per-callout and per-hour invoices with one fixed cost you can budget for — while still including the proactive maintenance that prevents many issues before they need a paid callout at all.
What types of systems do you support?
We support Windows and Linux servers, virtualisation and cloud environments including Microsoft 365, network equipment and firewalls, IP telephony systems, and everyday endpoints such as desktops, laptops and printers.
Still Have a
Our team typically responds within a few minutes. Send us a message or call and we will point you to the right engineer.
