Castelle Support Programs
Castelle is committed to providing professional customer support and excellent services. We provide several enhanced support plans that are specially designed to meet your business needs and support requirements.
Standard Support
The following support and services are available free of charge with the purchase of a FaxPress unit. Terms and conditions are described as follows:
Standard Hardware Warranty
A defective FaxPress will be repaired and returned to you at no cost, including labor, parts and one way shipping within one year from original date of registration. Under the warranty terms, you must contact Castelle’s Technical Support for a diagnosis before returning it for repair. A Pay Per Incidence may apply (PPI). Technical Support can be reached by phone at (408) 852-8080; average repair time is between 7 and 10 working days. Customers are responsible for one-way shipping charges.
Standard Software Support
Castelle offers, at no additional cost, new Software releases within 60 days of the original equipment registration date. Customers can download minor Software Updates from the Castelle website.
Standard Technical Support
Technical support is offered free of charge for 60 days from the original registration date, via telephone, fax and email Monday-Friday, 6 AM to 5 PM (PST), excluding Castelle holidays.
Extended Support Agreement
Customers must purchase an Extended Support Agreement in order to receive the benefits listed below. The duration of the Extended Support is 12 months, from the date of purchase of the agreement. Extended Support is available to you at the time of original equipment purchase or anytime thereafter. Please contact Castelle’s sales department at 1-800-289-7555 or email us at sales@castelle.com for a quote of the applicable support fee. The benefits provided by Extended Support are:
Hardware Warranty
A functionally equivalent replacement of the unit will be sent to you within one business day, free of charge, after a Castelle technician has diagnosed that a replacement unit is needed. Castelle will make commercially reasonable efforts to meet this goal. You are responsible for one-way shipping charges. This benefit does not apply to obsolete Castelle products. Please read the Terms & Conditions of hardware replacements.
Software Upgrades
You will receive free Software Upgrades proactively from Castelle within 6 weeks of all new releases. You can download software updates from Castelle's FaxPress Software page.
Technical Support
Support is provided at no charge for the term of the Agreement via e-mail or telephone, Monday-Friday, 6 AM to 5 PM (PST), excluding Castelle holidays. Technical Support can be reached by phone at (408) 852-8080 or by fax at (408) 852-8180 or by e-mail at support@castelle.com. Castelle’s Customer Services Website offers 24/7 unlimited free access to useful product-specific technical information. We encourage you to make use of this valuable and comprehensive resource first, before phoning for technical support.
Software Upgrade Support
We offer 30 days of Technical support to customers who purchase software upgrades.
Out-of-Warranty Repair
If your FaxPress unit is out of warranty and requires service, you can call Castelle’s Sales Department for a price quote to repair your defective unit. Castelle warrants the repaired part and labor for a period of ninety (90) days.
Customer Services Web Site
Castelle’s Customer Services Web site offers 24/7 and unlimited free access to useful product-specific technical information. We encourage you to make use of this valuable and comprehensive resource first, before phoning for technical support. www.castelle.com/support/
Pay Per Incident Support and Services
Technical Support is also available on a per incident basis, if the Standard Support Period has expired and you do not have Extended Support. The per-incident fee is $149 for FaxPress Small Business Edition (SBE) and $249 for all other models. Pay Per Incident service is delivered on an incident basis, which is a single support issue. The service provided will be charged to your VISA, MasterCard, or American Express card. Castelle will use reasonable commercial efforts to provide support services in a professional manner but does not guarantee that every question or problem will be resolved to a customer’s total satisfaction.
For further assistance, please contact Castelle Sales at 800-289-7555 or 408-852-8000, by fax at 408-852-8180, or e-mail at sales@castelle.com.
All Terms and Conditions are subject to change without notice.
Extended Support Agreement Hardware Warranty Terms: A credit card or purchase order will be required prior to shipment of the replacement unit. If your hardware is returned within the specified period, no charge will be made against the credit card or purchase order. If your hardware is not returned, a charge will be made against your credit card, or billed per the purchase order, in the amount equal to the price of the unit, plus any applicable shipping charges and sales tax.
|
