Citel. The VoIP Migration Company

Service & Support

At Citel, our primary goal is to ensure your EXTender™, PBXgateway™, Portico™ TVA™, and Handset Gateway products are operational and productive. We offer a number of support and training options for end users and Authorized Business Partners for products purchased through authorized channels. Please click on one of the following links for more information:

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Technical Support Requests

Citel offers free online and telephone technical support services for end users during the first year of ownership (these items are considered within warranty). Said services are also provided to Citel Authorized Business Partners (covered by formal agreements). Extended Warranty contracts that provide unlimited access to free online and telephone technical support services are available to all customers if purchased up front or prior to the end of the first year of ownership (contact sales@citel.com for more information)


The primary method to accessing Citel's technical support resources is to complete the request form . Please fill in all fields so that we can provide you with prompt service. You will receive a confirmation e-mail with a ticket number and during the hours of 8am to 6pm Eastern time, Monday through Friday (holidays excepted) a call within two hours of your submission. If you do not include the serial number in your submission Support will require that number and possibly proof of purchase to verify warranty status when they call prior to providing service. Please provide as detailed a response, especially on the nature of the problem so we can ensure the right person contacts you to provide support.


Should your item be out of warranty, you will be called and offered support at the rates detailed on your confirmation e-mail. Out of warranty support can be paid using the attached credit card authorization form. Your options will be discussed with you before any charges are incurred. Citel is unable to provide support or firmware upgrades to any equipment purchased on the grey market

Should you need to follow up on the ticket once issued please advise the person who answers your subsequent call at 206-957-6270. If you are unable to access a computer, you may also initiate a support ticket by calling 206-957-6270 and requesting support. They will walk you through the same questions as posed on the on line ticketing system.

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Purchasing extended warranty services.

Focus on your business. Let Citel focus on your EXTender, PBXgateway, Portico TVA, and Handset Gateway investment. With Citel's Extended Warranty services, an additional period of support is available beyond our robust standard warranty. Extended warranty packages provide advance replacement of equipment, 12x5 (twelve hours per day, five days per week) telephone support, access to free online support and resources through our Support Wizard, remote diagnostics, and free software updates for the duration of the extended warranty.

Extended warranties may be purchased at anytime within your current warranty period, even if you are already in an extended warranty period. You may also be eligible for incentive discounts on your extended warranty purchase.

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Obtaining technical support for equipment not covered under standard or extended warranty.

If your Citel EXTender, PBXgateway, Portico TVA, and Handset Gateway product requires technical support or repair, your number one priority is to quickly return it to working service. Your dealer or reseller may be able to help, or you can contact Citel directly. Citel offers telephone support and factory repair services, including advance replacement if needed.

Citel's telephone support is available from 8am to 6pm Eastern Time, this support is free of charge for all in warranty product and for those customers with extended warranties (please have your serial number and confirmation of date of purchase availbel when you call). For all out of warranty products, technical support will be provided on on an hourly-rate basis (prepayment will be required). In many cases, your Technical Support Representative can remotely diagnose and correct the issue. However, if it is determined the equipment requires factory repair, Citel will issue an RMA (Return Material Authorization) and can generally complete repairs within 14 business days (excluding shipping time).

For worldwide Citel technical support, please call: +1 877 248 3587 or +1 206 957 6270.

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Obtaining Citel training and installation services.

A number of training and installation support resources are available for both end users and Authorized Business Partners. For Authorized Business Partners, Citel offers a number of courses, either in our offices on on-site, including:

  • Authorized Business Partner Sales
  • Authorized Business Partner Technical Support
  • EXTender, PBXgateway, Portico TVA, and Handset Gateway Installation and Support

Please Click Here to receive more information on Citel Authorized Business Partner training.

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Downloading installation guides, release notes, and current software.

ATTENTION CITEL END USER CUSTOMERS & PARTNERS: As of January 1, 2009, Citel has changed the way Portico TVA, EXTender, PBXgateway, and Handset Gateway software downloads are made available online. All users must fill out a "Online Request Form" to get the latest software updates, manuals and release notes. This request can take upto 24 - 48 hours. Software downloads are free of charge for all in warranty product and for those customers with extended warranties, however for all others, a one time charge will apply. Special arrangements can be made through your Authorized Distributor or Authorized Reseller. 

Please Click Here to request Installation Guides, User Guides, Drivers, Software Updates and Release Notes.

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Compatible Handsets Downloads

Customer Service Policy

All of the information on this page is available on a two page datasheet.

Technical Support Request

Technical support requests can now be submitted online.