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Getting Started Guide
14
Software Upgrades
You will receive free software upgrades proactively from Castelle within six (6) weeks of all new releases.
You can download minor software updates from the Castelle Web site.
Technical Support
Support is provided at no charge for the term of the Agreement via email or telephone, Monday to Friday,
6am to 5PM (PST), excluding Castelle holidays. Technical Support can be reached by phone at (408) 852-
8080 or by fax at (408) 852-8180 or by email at support@Castelle.com. Castelle's Customer Services Web
site offers 24/7 unlimited free access to useful product-specific technical information. We encourage you to
make sure of this valuable and comprehensive resource first, before phoning for technical support.
2. 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. Pay Per Incident service is delivered on an incident basis, which is a single
support issue. Please log on to Castelle's Web site at www.castelle.com/support/programs/default.htm, or call
Castelle's Sales Department at 1-800-289-7555 for the current price of PPI. 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 your total satisfaction.
3. Out of Warranty Repair
If your Product is out of warranty and requires service, you can call Castelle's Sales Department at 1-800-
289-7555 or email us at sales@castelle.com for a price quote to repair your defective unit. Castelle warrants
the repaired part and labor for a period of ninety (90) days.
4. Software Upgrade Support
We offer 30 days of no charge technical support to customers who purchase software upgrades.