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:

• Obtaining technical support for equipment within a warranty period, and for Citel Authorized Business Partners.
• Purchasing extended warranty services.
• Obtaining technical support for equipment not covered under standard or extended warranty.
• Obtaining Citel training and installation services.
• Downloading Installation Guides and current software.

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Obtaining technical support for equipment within a warranty period, and for Citel Authorized Business Partners.

Citel offers free online and telephone technical support services within the warranty period, and for Citel Authorized Business Partners. There are several ways you can initiate Citel's technical support resources:

• If you would like to access the Citel Support Wizard, please Click Here.
• If you would like to submit a support request via email, please Click Here.
  Support requests are responded to within one business day.
• For worldwide telephone technical support, please call: +1 877 248 3587 or +1 206 957 6270 between 8am and 8pm Monday - Friday, Eastern Time.

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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 8pm Eastern Time, on an hourly-rate basis (prepayment may 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 September 1, 2006, Citel has changed the way Portico TVA, EXTender, PBXgateway, and Handset Gateway software downloads are made available online. All users must enter a valid email address before accessing the Support Wizard.

In addition, each software download will require agreement to the revised Terms and Conditions of the Citel End User Software License document. Why is this necessary?

To download Installation Guides and current software for Citel Portico TVA (Handset Gateway), EXTender and PBXgateway products, Click Here.

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