For Itellum, your contributions are essential for the improvement of our management and the solutions we can offer you with our services. 

We provide the following channels where you can report service failures 

Hours of operation en oficinas

Attention at any of our branches from 8:00am to 5:00pm from Monday to Friday and Saturdays from 8:00am to 12:00 noon. 

Methods of contact:

• Toll-free 800-Itellum (technical support team is available 24 hours a day, every day of the year including legal holidays)
• Tel: (506) 2588-2079 option 3 
• Free 800-ITELLUM 
• WhatsApp: +506 6412 6310 
• E-mail:soportesat@itellum.com 

Response and troubleshooting hours: 

The operator's technical support team is active 24 hours a day, every day of the year, including holidays, official holidays, Christmas and patriotic holidays. In addition, the customer can request to be informed about the evolution of the failure and also receive a specific report.

Claims

The end user of the services provided by Itellum Telecommunications has the right to file a claim or complaint for any disagreement with the contracted services.

This right can be exercised by visiting any of our branches or by calling our telephone numbers: 

• Pérez Zeledón Branch 
  Address: On the Interamerican Highway in front of the Greek Y, San Isidro de El General, San José, Costa Rica. 
  Telephone Number: + (506) 4020-1224 
  WhatsApp: + (506) 6006-9011 
  E-mail:info@itellum.com 
• San José Branch
  Address: San José, San José, Mata Redonda, Sabana Norte, Centro Corporativo CLS, 9th floor. 
  Phone Number: + (506) 2588-2079
  WhatsApp: + (506) 6006-9011
  E-mail:info@itellum.com 

Providing the documents or inputs considered pertinent, if available. 

The customer service personnel will receive the claim or complaint and will assign it a consecutive number, which will be unique and will identify it for follow-up of the case. 

The maximum term to resolve incidents will be less than or equal to 1 business day after the filing of the claim or complaint, which will be notified in the means established when the claim was filed. 

If after the aforementioned term you have not obtained a response or the response does not satisfy your interests, you have the right to go to SUTEL and file a claim, following the steps established in its web page.