Service & Support
At Citel, our primary goal is to ensure your EXTender™, PBXgateway™, Portico™, TVA™, EDAC, Module EXTender and IP Phone 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.
Technical Support Requests
Citel offers free online and telephone technical support services for end users during the first year of ownership of new product and for six months on all repaired and advanced replacement products (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 firstname.lastname@example.org for more information)
The primary method to accessing Citel’s technical support resources is to submit a ticket. As we require specific information to confirm warranty information, please provide comprehensive details as requested to speed up the actual support response time. We will be adding full registration features for all of your products moving forward to ensure support is provided in an even more timely fashion. You will receive a confirmation e-mail with a ticket number and during the hours of 9am 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 contacted and offered support at the rates detailed on your confirmation e-mail (see Obtaining technical support for equipment not covered under standard or extended warranty for more details.
Purchasing extended warranty services.
Focus on your business. Let Citel focus on your EXTender™, PBXgateway™, Portico™, TVA™, EDAC, Module EXTender and IP Phone 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, 9×5 (nine 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 any time during the first year of ownership of new product purchased through authorized channels, or during any existing extended warranty period. You may also be eligible for incentive discounts on your extended warranty purchase.
Obtaining technical support for equipment not covered under standard or extended warranty.
If your EXTender™, PBXgateway™, Portico™, TVA™, EDAC, Module EXTender and IP Phone 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 if you purchased the item through an authorized partner you can contact Citel directly by submitting a ticket. Citel offers telephone support and factory repair services, including advance replacement if needed. You will receive a confirmation e-mail with a ticket number and during the hours of 9am 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 you acquired your device through authorized channels 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.
For all out of warranty products, technical support will be provided on an hourly-rate basis (pre-authorization of a credit card will be required prior to support being provided). 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). A repair quote will be provided upon request. 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
For worldwide Citel technical support, please call: +1 877 248 3587 or +1 206 957 6270.
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™, EDAC, Module EXTender and IP Phone Installation and Support
Please Click Here to receive more information on Citel Authorized Business Partner training.
Downloading installation guides, release notes, and current software.
ATTENTION CITEL END USER CUSTOMERS & PARTNERS: As of January 1, 2009, Citel has changed the way EXTender™, PBXgateway™, Portico™, TVA™, EDAC, and Module EXTender 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 up to 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 who have purchased product through Authorized Partners, a one time charge will apply. Special arrangements can be made through your Authorized Distributor or Authorized Reseller. Firmware will not be made available to parties who have acquired product through the grey market.
Please Click Here to request Installation Guides, User Guides, Drivers, Software Updates and Release Notes.