Managed Services
One contract for the whole estate — broadcast, security, network, and IT — with agreed response times and a named engineering team. SLA-backed support, preventive maintenance, and monthly performance reporting.
What We Deliver
Managing a complex technology estate — IPTV systems, CCTV, access control, networks, and IT infrastructure — requires specialist knowledge across multiple disciplines. Most organizations cannot justify the cost of maintaining that expertise in-house. Satworks Managed Services provides a single point of accountability for your entire technology estate: one contract, one team, one invoice, and one escalation path. We take responsibility for keeping your systems running, maintaining them proactively, and responding when something goes wrong — so your team can focus on your core business.
Core Capabilities
SLA-Backed Support
Contractually defined response and resolution times for every severity level. P1 critical incidents: 1-hour response, 4-hour resolution. P2 high: 4-hour response, 8-hour resolution. Monthly SLA compliance reporting.
Preventive Maintenance
Scheduled maintenance visits for all managed systems — CCTV cameras cleaned and refocused, access control readers tested, network equipment health-checked, UPS batteries tested. Documented maintenance records.
Spares Management
Critical spare parts held on-site or at our regional depot for fast replacement. Asset register maintained with serial numbers, warranty status, and end-of-life dates. Proactive replacement before failure.
Remote Monitoring & Management
24/7 remote monitoring of all managed systems. Automated alerts for failures, performance degradation, and security events. Remote resolution for software and configuration issues without site visit.
Asset Register & Lifecycle Management
Complete asset register for all managed equipment with purchase date, warranty expiry, and end-of-life date. Proactive budget planning for equipment refresh. Vendor warranty management on your behalf.
Monthly Performance Reporting
Monthly report covering system availability, incident volumes and resolution times, SLA compliance, maintenance activities completed, and upcoming actions. Executive summary for management review.
Case Studies
UAE & Oman
Hotel Group — 8 Properties
4 hrs
Guest Issue Resolution Time
Challenge
Hotel group managing IPTV, CCTV, access control, and networking across 8 properties with a small in-house IT team. Different vendors for each system, multiple support contracts, and no single point of accountability. Guest complaints about IPTV and Wi-Fi taking days to resolve.
Solution
Single managed services contract covering all technology systems across all 8 properties. Unified monitoring platform. Named account manager and engineering team. Preventive maintenance schedule for all properties. SLA: 4-hour response for guest-impacting issues.
Result
Guest-impacting issue resolution time reduced from 3 days to under 4 hours. IT team headcount reduced by 2 FTE through outsourcing. Single monthly invoice replacing 12 separate vendor contracts. Hotel group IT director has full visibility through monthly reports.
Abu Dhabi, UAE
Corporate Campus
99.8%
System Availability
Challenge
Corporate campus with 2,000 staff and complex technology estate — CCTV, access control, IPTV, networking, and IT infrastructure. In-house team struggling to maintain expertise across all systems. Reactive support model causing extended outages.
Solution
Full managed services contract with 24/7 monitoring, preventive maintenance, and on-site engineering support. Spares depot established on-site for critical components. Monthly performance reporting to facilities director and CIO. Annual technology review and budget planning.
Result
System availability across all managed systems improved to 99.8%. Facilities director has predictable annual IT budget for the first time. Three major failures prevented through proactive monitoring before they caused outages.
Managed Services vs. Break-Fix Support
| Feature | Satworks | Typical Approach |
|---|---|---|
| Response time | SLA-guaranteed, contractual | Best effort, unpredictable |
| Issue detection | Proactive monitoring, before failure | Reactive, after failure |
| Maintenance | Scheduled preventive maintenance | Only when broken |
| Cost predictability | Fixed monthly fee | Variable, unpredictable |
| Accountability | Single point, named team | Multiple vendors, finger-pointing |
| Reporting | Monthly performance reports | No reporting |
Trusted Partners
Cisco
Hikvision
HID Global
Aruba
Microsoft
VMware
Ready to Transform Your Infrastructure?
Talk to our engineering team for a free consultation and a tailored quote for your project.