What We Support
Use this page to understand support boundaries: what we fully support, what we assist with, and what we generally do not support. For intake and troubleshooting, start on the get-help route instead.
Our Support Philosophy
This page explains support boundaries, not live troubleshooting. We aim to support systems that are designed correctly, built from proven platforms, and configured in a consistent and supportable way. Where these conditions are met, we can offer faster diagnostics, clearer accountability, and better long-term outcomes.
Systems We Fully Support
We fully support systems that we have designed or approved, supplied and installed, and that follow our recommended architecture.
- End-to-end troubleshooting
- Configuration and optimisation
- Clear accountability
- Warranty on our workmanship
- Ongoing maintenance and support options
Platforms We Commonly Deploy
- Alta Labs - Core routing, switching, and Wi-Fi infrastructure
- Firewalla - Advanced security, VPNs, and parental controls
- Ubiquiti UniFi - Larger systems, cameras, and integrated ecosystems
- TP-Link Deco - Simple residential mesh systems within defined limits
Assisted and Legacy Systems
We understand that some clients have existing systems in place. Where possible, we will assist with assessment, advice on improvements, and integration where it is technically sensible. If you are trying to resolve an active fault right now, use How to Get Help first.
However, assisted systems may involve older products or consumer-grade hardware. In these cases, support may be limited, and we may recommend partial or full replacement.
What We Generally Do Not Support
To ensure quality and reliability, we generally do not support:
- Free or unknown-brand networking equipment
- Powerline adapters as a primary network solution
- Over-sized consumer mesh systems beyond manufacturer guidance
- Systems that have been heavily modified without our involvement
Why These Boundaries Exist
Clear boundaries allow us to resolve issues faster, take responsibility where appropriate, avoid unnecessary disruption, and deliver systems that perform as expected.
Support Pricing & Warranty
Transparent pricing and clear warranty coverage so you know exactly how support works.
Support Pricing & Warranty
Transparent pricing and clear warranty coverage so you know exactly how support works.
- Initial callout: AED 500 + VAT
- Labour: AED 350 per hour + VAT (charged by the hour)
- Out of hours: 200% labour rate (weekends, holidays, and 7 PM - 8 AM)
If the issue is resolved remotely, we will always do that first.
Warranty (Systems We Supply)
Where we supply the hardware, we provide a 12-month workmanship warranty (unless stated otherwise) and assist with manufacturer warranty claims.
Client-Provided Hardware
We can assist with existing equipment, but support is best-effort and we may recommend upgrades for long-term reliability.
- Support is provided on a best-effort basis.
- We may recommend replacement rather than prolonged troubleshooting.
- We cannot warranty third-party equipment, existing cabling, or prior workmanship.