Help when you need it, tracked from first contact to resolution.
Log a ticket, start a warranty return, check on an order, or reach your account manager. Every request receives a reference number and is handled to a defined service level.
What do you need help with?
Open a support ticket
Report an incident or request a change. Tickets are triaged by priority and assigned to an engineer.
Submit a ticketRequest RMA / warranty service
Start a return or warranty claim for products purchased through us. Have your invoice and serial numbers ready.
Start an RMACheck order status
Get shipping, backorder, and delivery updates on open purchase orders.
Track an orderContact your account manager
Commercial questions, renewals, and account changes go straight to your named contact.
Reach your account managerRemote support session
Let an engineer securely connect to a device to diagnose and resolve issues in real time.
Start a remote sessionKnowledge base
Self-help guides, setup instructions, and answers to common questions.
Browse articlesA single place for tickets, orders, and assets
The portal will give account holders a real-time view of their relationship with us:
- Open, update, and review support tickets with full history
- View quotes, place repeat orders, and track shipments
- Download invoices, statements, and licensing documents
- See warranty coverage and RMA status for every registered asset
- Manage authorized contacts and notification preferences
Sign in
Portal access is not yet available. Sign-in will be enabled here when the portal launches.
Not a client yet? Open a wholesale account or request a quote.
Open a support ticket
Use this form for technical issues and service requests. For urgent, business-critical outages, call +1 (425) 247-8733 after submitting so we can escalate immediately.
Returns and warranty claims
We manage warranty claims with the manufacturer on your behalf so you deal with one contact, not a vendor call center.
Eligibility
Products purchased from GoldenTech KSA and covered by manufacturer warranty, an extended warranty purchased through us, or our return policy. Dead-on-arrival units and shipping damage must be reported within 5 business days of delivery.
What to have ready
- Invoice or order number
- Product model and serial number(s)
- A clear description of the fault and any troubleshooting done
- Photos of physical or shipping damage, if applicable
Please note
Do not ship anything until you receive an RMA number. Unauthorized returns cannot be tracked and may be refused. Back up and remove any data from devices before return; we cannot guarantee data preservation.
Submit
Complete the RMA form below with invoice and serial details.
Review
We verify coverage and may ask for remote diagnostics to confirm the fault.
Authorize
You receive an RMA number and shipping instructions within 1 business day.
Return
Ship the item as instructed, or we arrange collection for larger equipment.
Resolve
Repair, replacement, or credit is issued and you are notified at each stage.
RMA request form
Check on an open order
Until the customer portal launches, order updates are handled directly by the sales team.
- Email sales@goldentechksa.com with your purchase order number or our order reference in the subject line.
- Include the company name and the contact who placed the order so we can verify the request.
- You will receive current status, tracking numbers for shipped items, and revised ETAs for any backordered lines, normally within a few business hours.
Real-time order tracking will be available in the customer portal when it launches.
Typical order milestones
- Confirmed: PO accepted and acknowledged
- Sourcing: stock allocated from distributor inventory
- Staging: configuration, imaging, or asset tagging if ordered
- Shipped: tracking number issued
- Delivered: inspection window begins (see Shipping & Returns)
Priority levels and response targets
Every ticket is classified by business impact. The targets below apply to managed-services clients; ad-hoc support is handled on a best-effort basis during business hours.
| Priority | Definition | Example | Response target | Update frequency |
|---|---|---|---|---|
| P1 (Critical) | Business-wide outage or security incident; no workaround | Server down, ransomware suspected, site-wide network failure | 30 minutes | Hourly |
| P2 (High) | Major function impaired for a department or many users | Email not flowing, line-of-business app unavailable | 2 business hours | Every 4 hours |
| P3 (Medium) | Single user or non-critical function affected; workaround exists | One workstation failing, printer offline | 8 business hours | Daily |
| P4 (Low) | Questions, scheduled work, and non-urgent changes | New user setup, software request, how-to question | 2 business days | On completion |
Response target is the time to a qualified engineer engaging on the ticket, not time to resolution. Exact commitments are defined in your service agreement.
Want support that is proactive, not reactive?
Our managed IT agreements include monitoring, patching, and helpdesk under defined service levels, so most issues are fixed before anyone opens a ticket.