Merakify Care

We run it well and keep improving it.

Fully managed or co-managed

One owner who watches, updates and reports on your technology, with response targets in writing.

As your IT function or alongside your own team, with a Care level set for each technology family: your network can run at Advanced while another family stays at Essential.

Support requests, changes and visits use the included hours of the family’s Care level.

What every Care module does

Five things, every month, under the Care level you choose for each family.

MonitorWe watch what we manage.
UpdateFirmware, patches and signatures.
ChangeChanges from your Care level’s included hours.
Back upConfigurations, backed up.
ReportA monthly report, with a service review every quarter.

Care levels

Set per technology family. Response targets are response times, not guaranteed resolution times.

EssentialStart here
OMR 75
per family, monthly
- Sun–Thu 08:00–17:00, remote
- Critical issues: response within 2 business hours
- 4 remote hours a month
Advanced
OMR 175
per family, monthly
- Sun–Thu 08:00–17:00, remote and onsite
- Critical issues: response within 1 business hour
- 6 remote and 2 onsite hours a month
Complete
Not offered yet
per family, monthly
- Sun–Thu 07:00–20:00, plus on-call for critical incidents
- Critical issues: 30 minutes in hours
- 12 remote and 4 onsite hours a month
Tailored
Quoted
for larger or special needs
- A custom service level

Compare everything

Per family	Essential	Advanced	Complete	Tailored
Support hours (Oman time)	Sun–Thu 08:00–17:00, excluding public holidays	Sun–Thu 08:00–17:00, excluding public holidays	Sun–Thu 07:00–20:00, plus on-call for critical incidents	Agreed
P1 critical (work stopped)	2 business hours	1 business hour	30 minutes in hours; 1 hour on call	Agreed
P2 high (major function impaired)	4 business hours	2 business hours	1 hour in hours	Agreed
P3 normal	Next business day	4 business hours	2 business hours	Agreed
P4 request or planned change	3 business days	2 business days	1 business day	Agreed
Included hours a month	4 remote	6 remote and 2 onsite	12 remote and 4 onsite	Agreed
Onsite	Charged at the onsite rate	2 hours a month included, then the onsite rate	4 hours a month included, then the onsite rate	Agreed
Service reports	Monthly	Monthly	Monthly	Agreed
Service reviews	Quarterly	Quarterly	Quarterly	Agreed
Price per family, monthly	OMR 75	OMR 175	Not offered yet	Quoted

Prices in Omani Rial (OMR), before 5% VAT. Included onsite hours are within Muscat Governorate.

Care lines

Care line	Unit	What it covers
Care – Helpdesk	Per user	Service desk by portal, email, phone and remote session, and user records
Care – Devices	Per device	Monitoring, patching, automated fixes, remote access and asset records
Care – Servers	Per server	Monitoring, patching, backup job checks, quarterly restore tests and health reviews

Quoted with your proposal; response targets follow the family’s Care level.

Help by the hour

For organizations without Care, or for hours beyond a Care level’s included hours.

Care – Remote Support
OMR 25
per hour, one-time
- Remote help from our team
- Help without Care, or beyond your included hours
Care – Onsite Support
OMR 45
per hour, one-time
- A visit within Muscat Governorate, travel included
- Also remote hands for Colocation

Prices in Omani Rial (OMR), before 5% VAT.

Clear ownership, in the portal

Every customer receives the Merakify X Customer Portal: tickets, projects, managed assets, invoices and user management, so you always know who owns your work.

Go to Support

Start at Essential. Grow with us.

Request a consultation

or email [email protected]

Your first Merakify Advise session is free. We reply within one business day.