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. 
  Línea Gratuita: 800-ITELLUM (800-4835586)
  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. 
  Línea Gratuita: 800-ITELLUM (800-4835586)
  Phone Number: + (506) 2588-2079
  WhatsApp: + (506) 6006-9011
  E-mail:info@itellum.com 

Aportando, de forma opcional, los documentos o insumos que se consideren pertinentes, en caso de contar con ellos. 

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. 

El plazo para atender las reclamaciones es de 10 días naturales.

Averías:

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. 

Irreparable failures and loss of service 

• 1. When the customer has a service failure or downtime, he/she must open a support ticket with the service and technical support channels provided by Itellum Comunicaciones S.A. 
• 2. The technicians authorized by Itellum Comunicaciones, will be present at the site and will always have as a priority to solve the failures in the service, guaranteeing the customer the enjoyment of the contracted service. 
• 3. If the failure is caused by a problem with the satellite equipment, it will be exchanged for another one, applying the provisions of the warranty policy. 
• 4. In case of a failure due to factors beyond the satellite equipment and the technician determines that there is no repair to the failure, he will write a report declaring the contracted service as inoperable. 
• 5. The customer shall return the equipment to the technician in perfect condition, without scratches or bumps, in its original packaging and with all its accessories. 
• 6. Reimbursement of the total amount paid by the customer for the purchase of the satellite equipment will be made by electronic transfer to the account provided by the customer within a period not exceeding 20 business days. 

Equipment received in poor condition by the customer: 

El equipo satelital siempre será entregado a nuestros clientes por un técnico autorizado al momento de realizar la instalación del servicio, si se determina que el equipo viene con algún desperfecto o daño de fabrica al momento de realizar la inspección, se procederá a cambiar la unidad de inmediato.