Our policies do not limit mandatory rights. Your written agreement sets out the service scope; applicable law takes priority.
Create a support ticket
Use tickets.royaltech.qa, the website support form or support@royaltech.qa. Include your company, contact details, affected system, symptoms and business impact. Keep the reference and reply in the same conversation where possible. The website form and external ticket portal are separate channels; submitting to one does not create a ticket in the other automatically.
Support hours
You can submit a request at any time. The service days, staffed hours, holiday arrangements and any after-hours cover are stated in your support agreement or booking confirmation. Ask support@royaltech.qa if you need to confirm your cover. Submission outside those hours does not mean a technician is available immediately.
Response is different from resolution
A response means a technician has reviewed or started handling the request. Resolution means the issue has been fixed or an agreed workaround is in place. Contract response targets are measured during agreed support hours; they are not a promise that every issue will be fixed within that time.
Priority and visits
We assess urgency using business impact, affected users and security risk. Describe a complete outage or suspected compromise clearly and call +974 6668 1416 as well as submitting a request. On-site attendance and after-hours service depend on the agreed cover and confirmed arrangements.
Safe remote support
We will agree authorised access and the work to be carried out. Do not share passwords in a ticket or public message. Use an agreed secure method, temporary access where suitable, and remove access when it is no longer needed.
Refund and complaint targets use Sunday–Thursday business days, excluding official public holidays. Technical support hours follow your agreement. Read the definitions