IT Infrastructure · Managed IT
GoAgile takes over the day-to-day running of your technology: service desk, devices, servers, network, Microsoft 365 and cloud. You get a named team, a fixed monthly fee and service levels written into the contract.
What it is
Managed IT services mean a specialist provider takes responsibility for running your technology every day: the service desk, laptops and phones, servers, network, Microsoft 365, backups and security monitoring, for an agreed monthly fee and against written service levels. IT stops being a source of interruptions and becomes something you can measure.
In Saudi Arabia the model suits three kinds of organisation: growing companies that have outgrown one IT person, enterprises that want their own IT staff working on projects instead of tickets, and regulated businesses that need documented controls to satisfy NCA, SAMA or PDPL reviews.
The scope is yours to set. Some clients hand us everything. Others keep their own team and use us for out-of-hours cover, specialist skills or a single layer such as the network or the servers. We have run IT for Saudi organisations since 2012, including the Prince Sultan Defense Studies and Research Center, whose IT infrastructure we manage end to end.
Key facts
What we manage
Pick the layers you want us to run. Each one is documented, monitored and reported on every month.
Staff reach us by phone, email or the ticket portal, in Arabic or English. Every request is logged, prioritised and tracked to closure, and fixed remotely whenever possible so the engineer only visits when a visit is needed.
What you get: Fewer interruptions for your team and a clear record of what IT is doing.
We manage the full life of each device, from the day it is unboxed to the day it is retired. Policies are applied centrally, so a laptop in Jeddah is configured exactly like one in Riyadh.
What you get: Every device inventoried, protected and replaced on a plan, not in a panic.
On-premises Windows and Linux servers, VMware or Hyper-V hosts, and workloads in Azure or Huawei Cloud are monitored, patched and capacity-planned by the same team. Backups are tested, not just taken.
What you get: Servers that stay patched, backed up and sized for the workload.
Switches, firewalls, Wi-Fi and internet links are watched around the clock by our network operations team. Configuration is backed up, firmware is current and every change goes through a change record.
What you get: Fewer outages, faster fault isolation and a network you can document for an audit.
Email, Teams, SharePoint and OneDrive set up and run to a security baseline. We manage users and licences, protect identities with multi-factor authentication and conditional access, and migrate mailboxes with no lost mail.
What you get: Collaboration tools that are secure by default and not over-licensed.
Patching, endpoint detection, vulnerability scanning, access reviews and backup verification are performed on a calendar and recorded. When an NCA, SAMA or ISO 27001 audit arrives, the evidence already exists.
What you get: Documented controls, run as routine operations rather than prepared in a rush.
A senior consultant meets your leadership each quarter to review risks, plan refreshes and budget, and challenge purchases before they are made. Useful when you do not have a full-time CIO or want a second opinion.
What you get: An IT plan that follows the business plan.
How we work
Most clients are fully onboarded in a few weeks. Nothing is handed over on trust: we audit first, fix the biggest risks, then take over operations.
Start with a conversationWe inventory devices, servers, network, licences, contracts and risks, interview your team and write down what we find. You receive a findings report, including the problems nobody mentioned.
The urgent risks come first: unsupported systems, missing backups, shared administrator passwords, unpatched servers and expired licences.
Monitoring agents, ticket portal, escalation contacts and service levels are agreed in writing. Staff are briefed on how to reach us and what to expect.
The service desk, monitoring, patching and backup checks run to a daily and monthly calendar, with a named engineer accountable for your account.
A monthly report covers tickets, response times, patch compliance, backup success, open risks and anything that needs a decision from you.
A quarterly review retires recurring problems, plans refreshes and updates the roadmap and budget.
Scope and service levels
Scope and service levels are written into the contract. These are the engagement models and the response targets we typically agree.
| Model | Best for | What GoAgile covers |
|---|---|---|
| Fully managed IT | Organisations with no internal IT, or a single IT person | Service desk, devices, servers, network, cloud, Microsoft 365, security operations and the vCIO review |
| Co-managed IT | Organisations with an internal IT team | Out-of-hours cover, specialist skills, tooling, and any layers you choose, alongside your own staff |
| Layered service | Enterprises with a specific gap | One layer under its own service level, for example the network, the servers or the service desk |
| Priority | What it means | First response | Updates |
|---|---|---|---|
| P1 Critical | The business is stopped or a security incident is under way | 15 minutes, 24/7 | Every 30 minutes until resolved |
| P2 High | A major function or a group of users is degraded | 1 hour | Every 2 hours |
| P3 Medium | A single user or a non-critical system is affected | 4 business hours | Daily |
| P4 Request | Standard requests, installs and changes | Next business day | On completion |
Example targets. Final response and resolution times, coverage hours and credits are agreed per client in the service contract.
Technology
Vendor-neutral by design. We manage what is in your environment today and advise honestly when something should change.
Network & security
Servers & virtualisation
Cloud & backup
Logos are trademarks of their respective owners and are shown to indicate platforms we work with.
Built for Saudi Arabia and the GCC
Local rules decide what good IT operations look like. We build the routine around them, so compliance is a by-product of running IT properly.
Where we deliver
Riyadh · Jeddah · Dammam & Al Khobar · Madinah · the Eastern Province · Dubai & the UAE · Qatar · Kuwait · Bahrain · Oman
Patching, access management, backup, logging and asset control run as routine operations, with evidence you can hand to an auditor.
We know where your personal data sits, who can reach it and how to keep it in the Kingdom when your sector or contract requires it.
For banks, insurers and finance companies: change control, access reviews and incident records aligned to the SAMA Cyber Security Framework.
A service desk that works in both languages and follows the Saudi working week, with out-of-hours cover where you need it.
Engineers based in Riyadh who attend your site, with remote delivery and visits across the Kingdom and the GCC.
Clients
A selection of the institutions and businesses we deliver for across Saudi Arabia.
The Center chose GoAgile to lead its migration to Microsoft Dynamics. GoAgile now manages its IT infrastructure as well.
Certified management systems
ISO 9001
ISO 14001
ISO 45001
ISO 27001
Dun & BradstreetWhy GoAgile
Managed IT is a trust decision. These are the commitments we make and keep.
The same engineers learn your environment. You know who is on your account and how to reach them.
A monthly fee agreed in advance. Projects are quoted separately and never slipped into the invoice.
Patching, access reviews and backup checks are scheduled work, not extras you pay for after an incident.
The team that installs the cabling and builds the server room can also run it, so nothing falls between suppliers.
A plain monthly report that shows what we did, what it cost in time and what needs your decision.
Headquartered in Riyadh since 2012, with offices in Dubai and the USA and delivery across the GCC.
More from IT Infrastructure
Each service stands on its own and works better with the others. This is the rest of what our infrastructure team delivers across Saudi Arabia and the GCC.
Tell us about your users, sites and systems. We will return a scoped proposal with a fixed monthly fee and written service levels.
Get a managed IT proposalQuestions answered
Tell us about your users, locations and current IT arrangements. We will respond with a scoped proposal, not a generic brochure.
A named team, written service levels and security routines that stand up to an audit.