Our policies do not limit mandatory rights. Your written agreement sets out the service scope; applicable law takes priority.
A backup needs an agreed scope
Backup is included only when stated in your order or agreement. We record the systems, backup frequency, retention, storage location, monitoring, access and restoration testing, together with recovery priorities. Monitoring a backup job is not the same as proving that every file can be restored.
Responsibilities and recovery
We agree who checks failures, maintains access and authorises restores. Tell us when important systems or data change. Recovery depends on valid copies and the nature of the incident; no universal recovery guarantee is given. This does not remove Royaltech’s responsibility for agreed work or applicable legal duties.
Authorised access only
We request access needed for the agreed task and agree how it will be granted and withdrawn. Confidential records should use an agreed secure channel. Where we handle personal data on your behalf, a written data-processing arrangement must define instructions, security, providers and return or deletion.
CCTV, attendance and biometrics
Before deployment, we agree responsibilities for lawful use, notices, permissions, viewing rights and retention. Employee attendance records, biometric templates and camera footage require particular care. Do not send them through a general enquiry form. Any required approvals or licences must be verified for the project.
Incidents and end of service
Report suspected data loss or unauthorised access promptly to support@royaltech.qa. We will coordinate investigation and applicable notifications with the responsible customer contact. At the end of service, follow the agreed export, access-removal and deletion process, including legal holds and backup expiry where relevant.
Refund and complaint targets use Sunday–Thursday business days, excluding official public holidays. Technical support hours follow your agreement. Read the definitions