IT Support & AMC
We IT Support and Annual Maintenance Contracts keep POS systems, biometric devices, networks and business software running for shops, restaurants and offices across the UAE. Choose Bronze, Silver or Gold cover for remote and on-site support, preventive maintenance, software updates and loan hardware, with response times you can plan around.
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What is IT Support & AMC?
An Annual Maintenance Contract (AMC) is a fixed yearly fee that covers support and maintenance for your POS, attendance, networking and software systems. Instead of paying per call and waiting for whoever is available, you get guaranteed response times, scheduled preventive visits, software updates and, on higher tiers, loan devices while yours are repaired.
POS Emirates support is delivered by the same Dubai-based team that installs and implements our systems, so the engineer helping you already knows your setup.
Who is it for?
Any business that cannot afford its counter or attendance system to stop:
- Retail stores and supermarkets where a down POS means lost sales
- Restaurants and cafés with evening and weekend trading
- Offices and sites relying on biometric attendance for payroll
- Multi-branch businesses that want one support contact for all locations
What's included
Helpdesk by phone, WhatsApp and email
Reach an engineer, not a bot, during covered hours.
Remote support
Secure remote access to fix software, printer and configuration issues within minutes.
On-site visits
Engineer dispatched for hardware faults within the plan's response time.
Preventive maintenance
Scheduled cleaning, firmware and health checks of terminals, printers and devices.
Software updates
POS Emirates software kept current, including VAT and regulatory changes.
Loan hardware
Replacement terminal or printer while yours is repaired (Silver and Gold).
Monthly health report
Tickets, uptime and recommendations (Gold).
Benefits
Guaranteed response
Planned response times instead of waiting for a free technician.
Less downtime
Preventive maintenance catches failing printers and drives before they stop trading.
Predictable cost
One yearly fee covers labour; no surprise call-out charges.
Engineers who know you
The same Dubai team that installed your system handles your tickets.
How it works
- 1
Asset audit
We list every covered device and software licence with serial numbers.
- 2
Choose a plan
Bronze, Silver or Gold based on trading hours and criticality.
- 3
Onboarding
Remote support agents installed, contacts registered, preventive schedule agreed.
- 4
Ongoing support
Tickets via WhatsApp, phone or email; visits and maintenance as scheduled.
- 5
Review
Quarterly or monthly reports and plan adjustments as you grow.
Plans
Bronze
Essential cover for one outlet
AED 1,800/yr
per location, up to 2 terminals
- Remote support Sat–Thu 9am–6pm
- Next-business-day on-site response
- 2 preventive visits per year
- Software updates included
- Discounted spare parts
Silver
For busy shops and restaurants
AED 3,600/yr
per location, up to 4 terminals
- Remote support 7 days, 8am–10pm
- Same-day on-site response in Dubai and Sharjah
- 4 preventive visits per year
- Loan terminal and printer
- Software updates and minor configuration changes
- WhatsApp priority line
Gold
Multi-branch and mission-critical
AED 7,200/yr
per business, up to 3 locations
- 24/7 remote support
- 4-hour on-site response
- Monthly preventive visits and health report
- Loan hardware for all covered devices
- Network and server monitoring
- Quarterly staff refresher training
- Dedicated account engineer
Service level
- Response time
- Remote: 30 minutes. On-site: next day (Bronze), same day (Silver), 4 hours (Gold)
- Coverage
- All 7 emirates; on-site SLA applies in Dubai, Sharjah, Ajman and Abu Dhabi
- Support hours
- Bronze Sat–Thu 9am–6pm · Silver 7 days 8am–10pm · Gold 24/7
Why an AMC beats pay-per-call support
When a receipt printer stops at 8pm on a Friday, the cost is not the repair; it is the queue of customers walking out. Pay-per-call support means calling around for a technician, paying a premium and hoping they know your system. An AMC from POS Emirates gives you a guaranteed response time, an engineer who already knows your setup and, on Silver and Gold plans, a loan device so trading continues while the fault is fixed.
What is covered
Hardware
POS terminals, receipt and label printers, cash drawers, scanners, biometric terminals, RFID readers, routers, switches and UPS units supplied by POS Emirates. Third-party hardware can be added after an audit.
Software
POS Emirates POS & Billing, Inventory, Time Attendance, Asset Management, Price Checker, Event Management, RFID Solutions and Delivery Management. Updates, including VAT and regulatory changes, are applied for you. Minor configuration changes such as new products, receipt tweaks or shift rules are included on Silver and Gold.
Network and connectivity
Router, switch and Wi-Fi issues affecting covered systems are diagnosed and fixed. Gold plans add proactive monitoring of your network and any on-premise server.
How support works day to day
- Message the WhatsApp support line or call the helpdesk; a ticket is opened instantly
- Most software and printer issues are fixed remotely within 30 minutes
- Hardware faults trigger an on-site visit within your plan's response time
- Silver and Gold customers receive a loan device if a repair takes longer than a day
- Every ticket is logged and summarised in your quarterly or monthly report
Preventive maintenance
Thermal print heads collect dust, fans clog, batteries age and disks fill up. Scheduled visits clean and test each device, update firmware and check backups, catching problems before they interrupt trading. Bronze includes two visits a year, Silver four and Gold monthly.
Plans and pricing
Bronze starts at AED 1,800 per year for a single outlet, Silver at AED 3,600 with same-day response and loan hardware, and Gold at AED 7,200 for multi-branch businesses with 24/7 support and monitoring. Prices exclude VAT and spare parts; parts are supplied at discounted AMC rates.
Getting started
Request an asset audit. We list your devices and software, recommend a plan and can start cover within a week, including systems not originally supplied by us.
Related software
POS & Billing Software
POS Emirates POS & Billing Software is a VAT-compliant point-of-sale system for retail shops, restaurants, cafés and supermarkets in the UAE. It handles fast checkout, Arabic/English tax invoices, card and cash payments, inventory and live reports — on touch terminals, tablets or handhelds, online or offline, with installation and support in Dubai.
Learn more
Time Attendance Software - Synktime
Synktime, our cloud attendance platform, records clock-ins from face, fingerprint, card, RFID and mobile, applies UAE Labour Law shift and overtime rules automatically, and exports payroll-ready timesheets. It tracks over 20,000 employees a day for 250+ companies across the UAE and the wider GCC.
Learn more
Stock & Inventory Management Software
POS Emirates Stock & Inventory Management Software gives UAE retailers, distributors, pharmacies and restaurants live control of stock across every store and warehouse. Scan with barcodes or RFID, automate purchase orders, track batches and expiry dates and see accurate stock value in real time — cloud-based, Arabic/English and supported from Dubai.
Learn moreRelated hardware
SUNMI T2s Android POS Terminal
The SUNMI T2s is a 15.6-inch Android POS terminal with an optional 80 mm built-in receipt printer and customer display, designed for retail counters and quick-service restaurants in the UAE. POS Emirates delivers it pre-installed with POS & Billing Software, configured for VAT receipts and supported from Dubai.
Learn more
Epson TM-T82X Thermal Receipt Printer
The Epson TM-T82X is a fast, quiet 80 mm thermal receipt printer trusted by supermarkets, restaurants and pharmacies across the UAE. With USB and Ethernet interfaces, auto-cutter and a cash-drawer kick port, it is the standard printer POS Emirates recommends for busy counters running POS & Billing Software.
Learn more
ZKTeco SpeedFace V5L Face Recognition Terminal
The ZKTeco SpeedFace V5L is a fast visible-light face recognition terminal with palm and fingerprint options, mask detection and built-in access control for doors and turnstiles. Designed for busy entrances in offices, factories and schools across the UAE, it is installed by POS Emirates with Time Attendance Software.
Learn moreRelated services
Repair & Spare Parts
POS Emirates repairs POS terminals, receipt and label printers, barcode scanners, biometric devices and cash drawers at our Dubai workshop and supplies genuine spare parts, print heads, batteries, power adapters and consumables across the UAE. Fast diagnostics, transparent quotes and loan units keep your counter trading while the repair is done.
Learn more
Server & Networking
POS Emirates designs, installs and manages business networks and servers for shops, restaurants, offices and warehouses across the UAE: structured cabling, PoE switches, Wi-Fi, dual-WAN routers, firewalls, UPS power and on-premise or hybrid servers. Reliable connectivity keeps POS terminals, cameras and attendance devices online through peak hours and outages.
Learn more
Cloud Services
POS Emirates Cloud Services host your POS, inventory and attendance software on UAE-region servers with daily backups, SSL and 24/7 monitoring. We also set up Microsoft 365 and Google Workspace, cloud backup, domains and email for small and mid-sized businesses across Dubai and the UAE, with local support in English and Arabic.
Learn moreFrequently asked questions
What is included in an AMC?
Labour for remote and on-site support, preventive maintenance visits, software updates and, on Silver and Gold, loan hardware. Spare parts are charged separately at discounted rates.
How fast will an engineer arrive?
Next business day on Bronze, same day on Silver and within 4 hours on Gold in Dubai, Sharjah, Ajman and Abu Dhabi. Remote support responds within 30 minutes on all plans.
Can you support hardware I did not buy from you?
Yes, after an asset audit. We add compatible third-party devices to the contract at a small surcharge.
Do you offer 24/7 support?
Yes, on the Gold plan. Silver covers 7 days a week from 8am to 10pm, which suits most restaurants and shops.
Is there a discount for multiple branches?
Yes. Gold covers up to three locations, and additional locations are added at reduced per-site rates.
Can I upgrade my plan mid-year?
Yes. Upgrades are pro-rated from the date of change.
Get started with IT Support & AMC
Book a free demo or ask for a tailored quote — our team replies within one working day.