SKYLINE Care — Managed IT Services with Guaranteed SLAs

Pricing is per-month, billed annually, exclusive of VAT. The Standard tier (from SAR 1,499/month) covers business-hours hardware and software AMC with remote support. The Pro tier (from SAR 3,499/month) adds 24/7 monitoring, cybersecurity management, a Named TAM, and semi-annual DR drills. The Enterprise tier (from SAR 8,999/month) delivers 1-hour SLA response, unlimited on-site visits in KSA, immutable air-gapped backup, quarterly DR drills, and a full compliance evidence pack. Exact pricing is confirmed after a free scope assessment.

SKYLINE Care covers your full IT estate — not just SKYLINE software. Hardware AMC extends to Dell, HPE, Huawei, and Cisco infrastructure. On the software side, we manage third-party business applications alongside SkylinePOS and SkylineERP. A single contract, a single escalation path.

On-site support within the Kingdom of Saudi Arabia is included in Pro (quarterly) and unlimited in Enterprise. For international clients — GCC, Europe, and APAC — we deliver remote support with contracted response times and, where required, can coordinate with certified local partners for physical dispatch. On-site terms for international sites are agreed during the scoping phase.

The Enterprise compliance evidence pack includes a formal NCA-ECC controls-mapping document covering asset management (ECC-1), cybersecurity defence (ECC-3), and business continuity (ECC-5). Our SOC/NOC provides the continuous monitoring evidence required by NCA-ECC 3.3.4, and all logs are retained for the mandated 12-month minimum period within KSA data infrastructure.

All backup data for KSA clients is stored exclusively on infrastructure physically located within the Kingdom of Saudi Arabia. We do not replicate customer data to offshore nodes unless explicitly requested and documented. Enterprise clients receive a signed Data Processing Agreement (DPA) and annual data-residency attestation letter suitable for PDPL audit submission.

Contracts are structured as 12-month committed terms with a 90-day written notice period for non-renewal. Early termination requests are handled on a case-by-case basis; prorated refunds are considered for qualifying circumstances. We do not impose auto-renewal lock-ins — every renewal is an active decision by both parties.

Yes. Multi-site coverage is a core use case — particularly for retail chains using SkylinePOS, hospital networks, and manufacturing businesses with distributed facilities. The scoping assessment maps each site's requirements, and pricing reflects consolidated coverage. A single contract can span dozens of locations with unified SLA reporting.

Yes. SKYLINE holds active Aramco vendor approval, which is a prerequisite for several KSA Tier-1 supply-chain engagements. This status demonstrates compliance with ARAMCO's vendor qualification programme, including financial stability, cybersecurity posture, and technical capability assessments. SACS-210 alignment is maintained as part of the Enterprise Care programme.

Standard tier clients receive an annual DR drill. Pro tier includes semi-annual drills. Enterprise tier conducts quarterly live drills plus tabletop exercises. Each drill produces a signed DR Test Report documenting recovery time achieved vs. contracted RTO, recovery point verified vs. contracted RPO, issues identified, and remediation actions completed. These reports are accepted by ISO 22301 auditors and cyber-insurance underwriters.

Yes. Our service management processes follow ITIL 4 practices — including Incident Management (response and escalation), Change Management (controlled deployment and CAB approval), Problem Management (root-cause analysis and known-error database), and Service Level Management (monthly SLA reporting). Pro and Enterprise clients receive formal monthly SLA reports.

Standard: 30 rolling days of daily backups. Pro: 1 year of daily backups plus monthly archives retained for the full contract term. Enterprise: 7-year immutable retention on air-gapped infrastructure, supporting PDPL, ZATCA, and financial-records regulatory requirements. All tiers use AES-256 encryption at rest and in transit.

If a Priority-1 incident response target is missed, clients are entitled to a service credit equal to 5% of the monthly fee for each hour of breach, up to a maximum of 30% of the monthly fee in any single month. Credits are applied automatically to the next invoice — no claims process required. Full SLA credit terms are detailed in the Service Schedule appended to every contract.