Gai-Tronics - Customer Support

Customer Support
GAI-Tronics - Communications you can depend on

There may be times when customers need to contact us for advice or assistance once they have received their goods, and as the saying goes "You only find out how good a company is when you need to contact them after the sale..."

GAI-Tronics prides itself on the quality and reliability of its products and systems and this also carries through to our aftercare service where we work hard to ensure the highest level of service - especially when you need us most. The information on this page aims to make your aftercare experience as easy as possible and to ensure that your enquiry is dealt with in an efficient, effective manner.

Use this page:

If you need technical support: lead times, installation or user guides, certificates, approvals or compatibility for our products and answers to our frequently asked questions
If you need information on warranties or on the types of maintenance and service packages we offer
If you need to know how to return an item for credit or repair

* Click on a tab to choose a support sector. If you can't find what you're looking for on this page, you are welcome to contact us

Technical Support
Maintenance & Service
Repairs & Returns

Installation & User Guides >

Installation and User Guides are instruction guides that are boxed with the product to enable the customer or installer to complete the task of setting up the product for operation. They are not Technical Manuals that contain detailed information beyond the normal scope for customer installation. If you need a Technical Manual, contact GAI-Tronics [here]

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Product Installation & User Guides
Auteldac 4
Auteldac 4 VoIP
Commander & Titan (CB models)
Commander & Titan (keypad models)
Commander & Titan (SMART models)
Commander & Titan VoIP
Commander GSM
Commander with Headset
PETS - Titan Illuminated Crossing Telephone
PHP400 Help Point - VoIP
PHP400 Help Point - Analogue 48V DC
PHP400 Help Point - Analogue 230V AC
PHP400 Help Point - GSM 48V DC
PHP400 Help Point - GSM 230V AC
VR and Help Point Telephone (0076)
VR and Help Point Telephone (0122)
VR and Help Point Telephone - Which version do I have?
TFL Help Point Telephone
SMART Quick Programming Guide
VoIP Installation Guide
EZ Page
Good Channel Intercom
Good Channel Intercom / AMI
Good Channel Crane Headset Intercom

If the information you need is not listed above, please contact GAI-Tronics [here]

Hazardous Area Guide >

Quick Guide to Degrees of Protection - FLAMMABILITY

Quick Guide to Degrees of Protection - INGRESS

Flammability - Hazardous areas are those in which there exists a risk of explosion because flammable atmospheres are likely to be present.
These conditions are either man-made as in Petrochemical plants or are natural, as in coal mining.
It is important to ensure that all electrical equipment installed in a hazardous area cannot form a spark or hot surface that would ignite the flammable atmospheres.
This is achieved by having the equipment examined and tested by a recognised testing authority before it is used in a hazardous area. If the equipment passes this examination, then a Certificate of Conformity is issued that specifies the limits of use of the equipment.

Ingress - Ingress is the term given to the risk of equipment being punctured by solid bodies and from the leaking in of liquids.

GAI-Tronics has over 50 years experience in the design and manufacture of electrical and electronic equipment for hazardous and arduous environments. Our products and systems range is developed to give reliable service throughout the world in the most demanding of environments.
GAI-Tronics is assessed by Lloyds Register to meet the quality assurance requirement of BS EN ISO 9001 covering all Company activities from Design through to Manufacture and After Sales Service.

Quick Guide to Degrees of Protection - FLAMMABILITY - UK

Warning: 'Users are advised to refer to BS 5345 Parts 1 and 6 prior to installation of equipment in hazardous areas.

PROTECTION CONCEPTS
ZONE	HAZARD	PROTECTION CONCEPTS
0	In which an explosive gas/air mixture is continuously present for long periods	Exia or Exs
1	In which an explosive gas/air mixture is likely to occur in normal operation.	Exd. Exe, Exib, Exp, Exia, Exs
2	In which an explosive gas/air mixture is not likely to occur in normal operation.	All concepts suitable for Zone 0 & 1, ExN, ExO and Exq

STANDARDS FOR METHODS OF PROTECTION
METHOD OF PROTECTION	PERMITTED ZONE OF USE IN UK	CODE LETTER IEC, EX.., CENELEC, EEX
General requirement	-	-
Oil immersion	2	o
Pressurisation	1 or 2	p
Powder filling	2	q
Flameproof	1 or 2	d
Increased safety	1 or 2	e
Intrinsic safety	* 0, 1 or 2	ia or ib
Non-incendive	2	n #
Encapsulation	1 or 2	m
Special	1 or 2	s
* ia: Zone 0,1,2. ib: Zone 1,2. not Zone 0. # n: used locally in UK.

GAS GROUPING		TEMPERATURE CLASSIFICATION
GAS# GROUP CENELEC EN 50 014, IEC	REPRESENTATIVE GAS	T Class / IEC BS EN 60079-0	Max. surface temp ° C
I* (mining)	Methane	T1	450 ° C
IIA	Propane	T2	300 ° C
IIB	Ethylene	T3	200 ° C
IIC	Hydrogen	T4	135 ° C
		T5	100 ° C
		T6	85 ° C

CERTIFICATION CODE (CENELEC marking information - example [EEx ia] IIC T4)
[	E	Ex	ia	]	IIC	T4
Associated apparatus*	Certified to the CENELEC standard	Explosion protected	Protection concept (IS)	Associated apparatus*	Apparatus group (gas group)	Temperature classification (not Gp I)
* (see IEC BS EN 60079-0, clause 3.2)

Important:
Users are advised to refer to BS 5345 Parts 1 and 6 prior to installation of equipment in hazardous areas.

Quick Guide to Degrees of Protection - INGRESS - UK

INGRESS PROTECTION (IP) CODES - BS EN 60 529: 1992
FIRST NUMERAL Protection against solid bodies	SECOND NUMERAL Protection against liquid
0 No protection	0 No protection
1 Objects greater than 50mm	1 Vertically dripping water
2 Objects greater than 12mm	2 Angled dripping water - 75 to 90°
3 Objects greater than 2.5mm	3 Sprayed water
4 Objects greater than 1.0mm	4 Splashed water
5 Dust -protected	5 Water jets
6 Dust-tight	6 Heavy seas
	7 Effects of immersion
	8 Indefinite immersion

Example:

IP 67 = Ingress Protection - Dust-tight and protected against immersion
IP 56 = Ingress Protection - Dust-protected and protected against heavy sea

Important:
Users are advised to refer to BS 5345 Parts 1 and 6 prior to installation of equipment in hazardous areas.

Certificates & Approvals >

GAI-Tronics is approved to many different standards to ensure you trust the quality to which the facility and the products conform. A selection of these certificates and approvals are shown below

If you need information on approvals for any product that isn't listed, contact GAI-Tronics

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Company Certificates and Approvals
ISO9001: 2008 and ISO 14001 (LRQA)
OHSAS 18001:2007 (LRQA)
WEEE Compliance
RoHS Compliance
Link-up (Rail Approved Supplier Database)
UVDB (Utilities Approved Supplier Database)
FPAL (Oil & Gas Approved Supplier Database)
Product Certificates
COMMANDER, TITAN, HANDSFREE TELEPHONES
Hands-free Analogue Declaration of Conformity
Commander and Titan CB Declaration of Conformity
Commander and Titan Full Keypad Declaration of Conformity
Commander and Titan SMART Declaration of Conformity
Commander GSM Declaration of Conformity
Commander, Titan, Hands-free VoIP Declaration of Conformity
PETS - Titan Illuminated Crossing Phone Declaration of Conformity
PHP400 Analogue Declaration of Conformity
PHP400 GSM Declaration of Conformity
PHP400 VoIP Declaration of Conformity
Hands-free Ingress Protection

AUTELDAC 4 TELEPHONE
Auteldac 4 Declaration of Conformity
Auteldac 4 Declaration of Conformity - VoIP
Auteldac 4 ATEX Certificate
Auteldac 4 ATEX Certificate - VoIP
Auteldac 4 IEC Certificate
Auteldac 4 IEC Certificate - VoIP
Auteldac 4 Ingress Protection Certificate
Auteldac 4 Headset Certificate
Auteldac 4 GOST (Russian) Approval
Auteldac 4 GOST (Russian) Approval (English)
Auteldac 4 INMETRO (Brazil) Approval
Auteldac 4 INMETRO (Brazil) Approval - VoIP
Elemecplus
Elemecplus Access Panel ATEX Certificate
Elemecplus Access Panel IECEx Certificate
Elemecplus Access Panel GOST Certificate
Elemecplus Access Panel RINA Type Approval
Elemecplus Access Panel CCS China Type Approval
Product Approvals
Alcatel-Lucent Certified Application (VoIP Products)
IC Talk (VoIP Telephone Approval)

If you need a copy of a certificate that is not listed above, please contact GAI-Tronics

VoIP Compatibility >

Emergency / Industrial Telephone Interoperability

GAI-Tronics SIP VoIP telephones have been tested in conjunction with the following equipment:

Phones
Aastra 9133i
Atcom AT320PD
Cisco 7960, 7941, 7961
Grandstream BudgeTone101/2, GXP-2000
Snom 320
Sipura SPA-841
Zultys ZIP2x1

Soft Phones
Avaya One-X
SJPhone
X-Lite

Gateways
Cisco ATA186/8
MultiTech MultiVoIP MVP210, MVP410, MVP-810

SIP servers
Alcatel-Lucent OmniPCX Enterprise
Avaya SIP Enablement Services v5.2
Brekeke SIP server
Cisco Call Manager 5
Cisco Call Manager with MTP
Cisco Call Manager 6
IC-Talk MM16
Mitel MCD 4.0
NEC UNIVERGE SV8500 Communication Server

Switches
Cisco 3750
D-Link DES1316
Netgear FSM7326P

POE Injectors
Hubbell PowerTrac
Hyperlink PS4820-POE
Power D-Sine 3001

Manufacturing Lead Times >

NOTE: 'Quote' indicates delivery time will be given Subject to a Quotation

From date of order:

Telephones (Forecast stock product only)

Product Group	Ex works lead times in weeks from receipt of order		Quantity
	Description	Part Number	1-9 off	10-24 off	25-49 off	50+
Titan	15 button yellow	2000C2B21111C2A	3	4	6	Quote
	15 button grey	2000C1A21111C2A	3	4	6	Quote
	3 button yellow	2000G2B11111E1C	6	6	8	Quote
	1 button yellow	2000J2B11111F1D	6	6	8	Quote
	0 button yellow	2000L2B31111K2E	3	5	8	Quote
	0 button grey	2000L1A31111K2E	3	5	8	Quote
	Above in VoIP SIP	contact for part no.	4	6	8	Quote
	Other colours or configurations		Quote	Quote	Quote	Quote
Commander	15 button yellow	620-B221422122A	4	6	8	Quote
	6 button yellow	620-C232312112F	4	6	8	Quote
	3 button yellow	620-D212112112C	4	6	8	Quote
	1 button yellow	620-E212212112D	4	6	8	Quote
	0 button yellow	2200L2424212N21	4	6	8	Quote
	Above in VoIP SIP	contact for part no.	4	6	8	Quote
	Other colours or configurations		Quote	Quote	Quote	Quote
VR	1button grey	028-02-2001-901	4	8	Quote	Quote
	2 button grey	028-02-2002-901	Quote	Quote	Quote	Quote
	3 button grey	028-02-2003-901	Quote	Quote	Quote	Quote
	Above in VoIP SIP	contact for part no.	4	6	8	Quote
Public Access Help Point	1 button yellow	228-02-2321-902	4	6	8	Quote
Public Access Help Point	2 button yellow	228-02-2552-902	4	6	8	Quote
	Above in VoIP SIP	contact for part no.	4	6	8	Quote
	Other colours or configurations		Quote	Quote	Quote	Quote
PHP400 Help Point	1 button white	228-02-6131-90W	4	6	8	Quote
	2 button white	228-02-6132-90W	4	6	8	Quote
	Above in VoIP SIP	contact for part no.	4	6	8	Quote
Auteldac 4	18 button curly cord	212-02-2008-031	3	4	6	Quote
Hazardous Area	18 button steel cord	212-02-2008-020	3	6	8	Quote
	0 button curly cord	212-02-2000-031	4	8	Quote	Quote
	Above in VoIP SIP	contact for part no.	4	8	Quote	Quote
	Additional headset options		Quote	Quote	Quote	Quote

This list is correct at the time of this going to print and is subject to change

All other items subject to quotation

FAQ's >

VoIP

1. What Network Facilities do I need to provide? [more]

2. How do I set up dialling and memory lists? [more]

3. How do I set up Real-time reporting via email or syslog? [more]

4. How can I set up an external beacon to flash when the phone is ringing? [more]

5. How do I set up a door-entry system? [more]

6. What additional features are available with CMA? [more]

7. Which GAI-Tronics phones are currently available as VoIP? [more]

8. How can I implement a Help Point system with GAI-Tronics VoIP products? [more]

9. Can I set the phone to make calls without a proxy (ie peer-to-peer)? [more]

10. How can I use the phone to make paging or PA announcements? [more]

11. How do I perform a firmware upgrade on my GAI-Tronics VoIP unit? [more]

Telephones - Maintenance & Extended Warranties >

GAI-Tronics provides a complete service that doesn’t stop once the product is shipped. GAI-Tronics is able to offer various levels of installation and maintenance packages and technical support.

In addition to the standard one year back to base warranty we can offer a selection of upgrades to suit your needs, ranging from a basic ad-hoc call out and repair service to sophisticated remote monitoring based around our SMART range of telephones. As the main provider of ruggedised telephones in the UK GAI-Tronics can provide unrivalled experience and knowledge that only the manufacturer of the product can supply.

Extended Warranty Options

Extra warranty years can be arranged through GAI-Tronics either at the time of purchase or at any time throughout the life of your telephone*

Back to Base Extended Warranty - When you purchase your telephone you have the option to select an extended warranty period of up to 5 years. This will cover any back to base repairs under the standard warranty terms and conditions.

On-Site Select Warranty - With this option your telephones are covered for on-site repairs under the standard warranty terms and conditions - available both during and outside the standard warranty period*. Many customers find the option of the On-site Select Warranty valuable where:

No maintenance team exists
The telephone cannot be removed or returned
Several telephones are spread over a large area
A large number of telephones require maintenance

On-site Select Warranty and is also available for all roadside telephones currently used, including the new Type 354 Emergency Roadside Telephone.

For on-site options, you can choose from three levels of cover or create an individual package for your requirements:**

Remote Telephone Monitoring

If you have purchased GAI-Tronics SMART telephones (Self Monitoring and Reporting Technology) you will have the option to enhance your maintenance package with TMA (Telephone Management Application) software.

This allows you to remotely monitor the health status of your SMART telephones, program their functions and log and report on their stats - all over a standard telephone line. These features ensure that your SMART phones remain operational with minimal manpower.

TMA not only checks the telephone status but also highlights possible problems across the network as it works over the telephone line. Reports from TMA can be used to highlight areas where vandalism or network problems exist and help you plan work on areas that need to be enhanced, maintained or linked into other security measures such as CCTV.

SMART and TMA provide measurable results. In addition, you have the safety of knowing your system works and you have effective management of your network and manpower.

TMA is an ideal addition to your telephone system as it will allow the control centre to be alerted to any potential faults without physically checking the telephone and is invaluable where one or more of the following apply:

Several telephones are spread over a large area
A large number of telephones require maintenance
Maintenance teams need to streamline operations and manpower
The telephone cannot be removed or returned

TMA can be purchased with full software and training for you to use yourself or, if you don’t have the facilities to monitor your SMART telephones or only need a small number of phones, GAI-Tronics can monitor them on your behalf, either as a stand-alone service or as an addition to your on-site Select Warranty cover. Contact us for more details

Click here for more info on SMART and TMA

Roadside Telephones - GAI-Tronics also has the facility to monitor the Type 354 via our Highways Agency Maintenance Depot Terminal Equipment. click here for more info on roadside telephones

Ad-hoc Maintenance

GAI-Tronics can undertake ad-hoc maintenance for new telephones or existing telephones in the field where rates will be quoted for each separate repair or call-out. If you are sending an item back for repair, please follow the instructions on the Repairs & Returns tab on this page.

GAI-Tronics’ standard field service is billed on a time and material basis and is provided at the customer's site on demand. By choosing GAI-Tronics as your aftercare provider you are ensured of manufacturer expertise and ISO 9001-certified quality control standards throughout the life of the product.

* A survey may be taken to assess telephones and maintenance options before acceptance of contract.
** UK only, site dependent - please call for other country options.

Take a look at our Aftercare Overview

Systems - Service Options>

GAI-Tronics offer manufacturers expertise in ensuring that your system is installed and commissioned to provide optimum performance. GAI-Tronics engineers operate on a global basis and are offshore and underground certified.

System Evaluation
We inspect and provide a written evaluation of your entire communication system. Our report provides your maintenance team with the guidance needed to return your system to optimum performance.

System Start Up
Our service technicians inspect new installations and wire terminations to ensure conformance with recommended installation practices and codes. The system is then tested and adjusted for proper operation.

Service Contract
A custom-tailored on-site service agreement is designed to meet each customer's individual needs.

Support Agreement
Offered exclusively for our micro-processor systems, these agreements provide emergency support and response in a guaranteed time frame. We offer four levels of support, Platinum Plus, Platinum, Gold and Silver, to meet individual customer requirements.

Installation
Customers wishing to purchase all equipment and service from a single source can depend on us for managing turnkey system installation.

Customer Training
Training is the most important aspect of supporting a communication and emergency notification system. GAI-Tronics will work with you to provide training for your staff, at your site or ours – from training system users on functionality, to training service personnel on system maintenance and troubleshooting.

Back to Base Repairs
GAI-Tronics offers a back to base repair service. This can incorporate fixed price repairs and agreed turnaround times. We have the capability to repair the complete range of GAI-Tronics products.

Other Services...
We offer the option of extended product warranties to customers whose requirements exceed our standard product warranties.

Our standard field service, billed on a time and material basis, is provided at the customer's site on demand.

Factory repair, at published prices, provides a quick turn-around time for the repair and refurbishment of existing equipment.

Returns for Repair

If you need to return your item for repair please download the following form - this includes a returns sheet to complete and pack with the item, and a returns label to attach to the outside of the packaging to identify it for repair.

To reduce the turnaround time of your product repair, you can ask for a standard repair price over the telephone. This will enable you to enclose your purchase order with repair returns form for immediate processing when it arrives at our repairs department. Call us on +44 (0)1283 500500 and choose option 3 or use our enquiry form

Note: Goods being returned from outside of the EU for repair should be entered through Customs as Duty Paid, not through the IPR system.

Repair Returns Form

Returns for Credit or Replacement

If you have an item that needs to be returned for credit or replacement, you will need to obtain authorisation from GAI-Tronics to send the goods back for inspection. Credits or replacements will be made following our evaluation of the returned goods. Call us on +44 (0)1283 500500 and choose option 3 or use our enquiry form

Once you have authorisation, please download the following form - this includes a returns sheet to complete and pack with the item, and a returns label to attach to the outside of the packaging to identify it for credit/replacement.

Credit/Replacement Returns Form

Recycling

Batteries from GAI-Tronics products may be returned to our Repairs Department for recycling in accordance with the Batteries and Accumulators Directive.

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Related Products & Systems

Rugged External Telephones	Custom Designed Help Points	Mining Communications	Customer Service Telephones	PA/GA Systems


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