Support that keeps every branch running.
Remote monitoring, preventive maintenance and rapid on-site response.
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Every firm sells the install. Most disappear after.
The pattern most operators know: project crew installs the system, hands over the keys, and a year later there's a different team on the support line who has to relearn your operation from scratch. Issues take days to resolve. The next upgrade requires onboarding all over again. The relationship that started with promise becomes a slow drift toward swapping vendors.
The team that installs is the team that stays.
Magnaite's support model is the entire reason our clients stay for over a decade. 24/7 technical support, same-day SLA across the kingdom. Most issues resolved remotely through our monitoring infrastructure before the branch manager has to call them in. Quarterly performance reviews. Ongoing assessment of what's working, what isn't, and what new technologies are worth adopting as the operation evolves.
What changes, once you have it.
24/7 monitoring & response: issues spotted before they reach you. When they do reach you, response is measured in hours, not days.
Same-day SLA across the kingdom: Riyadh, Jeddah, Dammam, every region — same response standard.
The team you started with is the team you stay with: no project-team-to-support-team handoff. The engineer who installed your system signs off on the year-ten ticket.
Quarterly performance reviews: continuous tuning of what we've installed. The system gets better the longer it runs.
When something stops working.
The first call doesn't have to be the start of a long engagement. If a system is already running and just needs someone competent on it today, that's a Magnaite engagement too. Send a request on WhatsApp or by form — we respond within the same business day, dispatch where needed, and quote what comes after.
Most of what comes in is recoverable on the first visit. NVR units that have stopped recording, surveillance hard drives that have hit the end of their write cycle, cameras showing degraded image quality, channels missing from the dashboard.
The same approach applies to networks, POS terminals, video walls, signage networks, public address, conference rooms. Whether it's a single screen behind a counter or a signage network across hundreds of branches, we know the failure modes because we've installed and maintained both.
Already running, not yet a client? Maintenance-only engagements are how a lot of long-term Magnaite relationships start.
Preventive maintenance versus waiting for faults
Most systems fail slowly before they fail completely. A recorder starts skipping frames, a hard drive fills with errors, a camera lens collects dust and loses detail at night, a network switch overheats in a cabinet with no airflow. Reactive support fixes the fault after someone notices. Preventive maintenance finds it first.
Our maintenance contracts combine remote monitoring with scheduled site visits. Between visits, we watch recorders, cameras and network equipment for warning signs. During visits, technicians clean and check devices, confirm recording is working, test backup power and update firmware where it is safe to do so.
What a maintenance visit covers
- Cameras: image quality by day and night, focus, housing condition and cleaning.
- Recorders and storage: recording status, retention period and drive health.
- Network: switch status, cabling condition, cabinet temperature and labelling.
- POS and counter equipment: terminals, printers and connections.
- AV and signage: screens, players and scheduled content.
- Backup power: UPS condition and runtime.
Each visit ends with a short report: what was checked, what was fixed on site and what needs a follow-up decision from you.
Maintenance across multi-branch networks
For chains with many branches, the hard part of maintenance is consistency. One branch gets visited often, another gets forgotten. We schedule maintenance across your whole network, track every site against the plan and report on it in the quarterly review, so you can see which branches are healthy and which need attention.
SLA terms you can hold us to
A maintenance contract is only useful if the response terms are clear. Ours set out response times by priority, cover hours, escalation contacts and what is included. Same-day response applies across the kingdom, with four-hour response in Riyadh.
Maintenance for systems we did not install
Many long-term clients first came to us for maintenance only. Where we have the technical knowledge of the equipment, we take over support of existing systems, start with a condition survey and agree a maintenance plan from there.
Starting a maintenance contract
We begin with a survey of every site in scope: what is installed, its condition and what is already overdue. From that, we propose a maintenance plan with visit frequency, monitoring coverage and response terms sized to your operation. Once agreed, the first round of visits clears the backlog, and the regular schedule starts from a known baseline.
Spare parts and replacements
We keep track of ageing equipment and recommend replacements before failures disrupt trading.
Ask for a condition survey to see where your sites stand today.
Questions we get.
Standard maintenance is included for the first period after install. Long-term support is a contracted service — sized to your operation. Most clients stay on it indefinitely. That's the relationship the firm is built around.
Same-day across the kingdom. Four-hour response in Riyadh. Most issues resolved remotely before a site visit is needed.
Where we have the technical knowledge, yes. Many of our clients had us inherit existing infrastructure during the relationship. We don't draw arbitrary contract lines.
Yes. Preventive maintenance windows are scheduled per contract — typically quarterly site visits with monthly remote checks. The work that keeps the call from happening in the first place.
Yes. Our managed services cover remote monitoring, scheduled maintenance and fault response for CCTV, networks, POS infrastructure and AV under an agreed SLA.
Ready to talk about your deployment?
Thirty minutes with someone who's deployed this exact thing across Saudi enterprise networks. No deck, no pitch — an honest assessment.