Our policies do not limit mandatory rights. Your written agreement sets out the service scope; applicable law takes priority.
What is covered
For AMC enquiries, email sales@royaltech.qa; existing technical support requests go to support@royaltech.qa. Before the contract starts, we record the sites, users, devices, software and services covered, together with preventive work, reports, remote support and on-site visits. Adding a branch or system may need a written change to the scope.
Plan response targets
For the plan included in your signed agreement, initial-response targets are Starter: 24 hours; Basic: 12 hours; Standard: 8 hours; Premium: 2–4 hours, counted within the agreed support hours. Priority and any justified clock pauses must be defined in the agreement. These are initial-response targets, not guaranteed repair deadlines or a promise of round-the-clock staffing.
Visits and unlimited support
Basic includes one on-site visit per month and Standard two; Premium includes on-site support without a fixed visit count for covered incidents, as set out in the agreement. Unlimited support applies to the agreed systems and service hours. New projects, equipment, licences, civil work and third-party services are included only if expressly listed.
Changes and maintenance
We agree planned maintenance and any expected interruption with your nominated contact. Work outside the contract is explained and approved separately. For backups, CCTV, access control and security tools, the contract identifies exactly which checks and management tasks are included.
Renewal and ending the contract
Your agreement states the term, notice period and termination rights before signing. AMC renewal requires written acceptance; there is no automatic renewal charge under this policy. Final settlement and handover of records, credentials and data follow the agreement and applicable law. Ask sales@royaltech.qa about renewal or changes to your cover.
Refund and complaint targets use Sunday–Thursday business days, excluding official public holidays. Technical support hours follow your agreement. Read the definitions