Mitel Terms & Conditions for Sales & Services

Mitel Distributing Corp. / Service Business Area Conditions of Service


Issuance of a purchase order for services implies review and agreement of the below conditions of service.

  1. MITEL Responsibilities.    Mitel  will  contact  customer  in  a  timely  fashion  with  proposed  service  dates  and  work  with  the  customer  to  provide  the  best possible    scheduling    in   accordance    with    its   scheduling    procedures.    Mitel    will   provide    only    trained,    certified    personnel    to   perform    the   contracted services.  Mitel   personnel   shall be   responsible   for   maintaining   a   professional   appearance   and   behavior   while   at   a   Customers   facility.   Mitel   personnel   performing  services   will   be responsible   for  collating   all  the  paperwork   pertaining   to  the  service  before  submitting   the  completed   documentation   to  the  customer.   Mitel  will  carry  out all  services  specified  on  the  Work  Order  on  the  confirmed  dates  and  times.     In  the  event  a service or qualification  shall  result  in  a  failure  then  Mitel  will  attempt  to determine   the   root   cause.   If   the   qualification   was   completed   with   adherence   to   all   procedures   and   SOP   guidelines   and   no   cause   is   immediately   assignable   Mitel  will  work  with  the  customer   to  resolve  the  issue,  however   this  may  require  retesting   at  the  customers   expense   including   travel  and   labor.

  2. Customer Responsibilities.     Customer   is   responsible   for   responding   to   scheduling   proposals   in   a   timely   fashion.   Customer   agrees   to   provide   or   make available   at   time   of   scheduled   service   the   following:   Timely   access   to   the   facility,   An   escort   or   Point -of-Contact   while   on-site,   Suitable   work   space, Reviewed   and   pre-approved   protocols   with   any   amendment /addendum   or   comments   as   may   be   made   after   mutual   agreement   between   Mitel   and   the Customer   and   Equipment   schedule   for   service   must   be   ready   and   available   for   service   prior   to   arrival.   Delays   in   making   equipment   available   for   the scheduled   service   may   result   in   additional   charges   and   or   delays   of   service.   For   initial   setup   and   installation,   the   customer   will   be   responsible   for arranging   to   have   the   shipment   delivered   to   the   installation   site   prior   to   arrival   of   a Mitel   engineer.   Excessive   delays   may   result   in   additional   charges. Additional   Service   requests   which   are   not   part   of   the   scheduled   service   or   work   order   for   a   specific   service   visit   will   not   be   permitted   without   prior approval   by  the Mitel Service Management.   Additional   charges   may   apply.   Mitel reserves the right to bill the customer for additional expenses incurred by Mitel for customer's failure to comply with items in section 4.

  3.   Please note that all services are schedule on a first come first served basis. At times, due to the high volume of service requests, our resources may be limited for immediate support. Contract customers receive preferred treatment over non-contract customers with same day response or as per contract terms (typically within 24-48 hrs). Equipment purchase through Mitel without installation, will require a service quote. Once the order is received the request will enter our queue and scheduled for the next available date. Please note this request may be delayed due to local policy and requirements of Corporación del Fondo del Seguro del Estado (CFSE) (workers compensation and employers liability policy).

  4. Delays / Cancellations/Rescheduling.     All  Cancelations   or  rescheduling   of  confirmed   service   (s)  must  be  submitted   in  writing   from  Mitel  to  client  or from  Client  to  Mitel.     Verbal  communication   will  not  be  considered  as  a  means  to  amend  a  confirmed  service.  Any  delays  due  to  Client  with    confirmed service  dates  will  be  rescheduled   to  the  next  available  date.  Scheduled   and  confirmed  services  may  be  cancelled  or  rescheduled    10  business  days  prior to  scheduled  service  date  with  no  cancellation  fee.  Orders  cancelled  or  rescheduled   10  business  days  or  less  of  the  confirmed  date  may  incur  a   100% cancellation fee of all actual expenses incurred including airfare, business lost and deposits for rental vehicles and/or hotel stays.

  5.      The  client  is  responsible   for  the  physical  safety  of  all  Mitel  employees  that  may  enter  their  building,  laboratory  or  other  related  facilities.    While all   Mitel   employees   have   been   properly   trained   for   all   the   services   to   be   performed,   the   client   must   provide   a   safe   work   environment   for   all   Mitel employees   while   they   are   on   the   premises.   If a Mitel   employee   should   require   medical   care,   it is the   responsibility   of the   client   to obtain   that   care through   whatever   means   necessary.       Mitel's   workers   compensation   policy   will   cover   all   Mitel   employees’   medical   expenses   and   no   cost   will   be placed on the client if medical care is needed.  An  incident  report,  in  writing,  may  be  required  form  the  client  in  order  to  document  any  situation  requiring medical care. Mitel will submit a formal request from the client if documentation is required.

  6.      All  data,  documents,   manuals,   materials,   technology   and  drawings   as  well  as  any  information   provided   in  writing,   orally  or  otherwise   to Mitel by the Client or to the Client by Mitel during this agreement, and for a period of 1 calendar year after its completion, will be kept confidential.

  7.   All notices will be addressed as follows:    Email:


Depot Repair


  1. Inspection Charge: The cost for equipment inspection and diagnostic is $680.00 + Taxes (unless otherwise agreed on). This charge covers Inspection of the equipment. The customer must provide a preferred shipping company and account number which will be used for return shipment of equipment or instrument being serviced and or certified. If Pick Up and Delivery of Equipment is required by Mitel personnel it will be invoiced separately to the inspection and diagnostic fee, as per our established rates.

  2. Any repairs (parts and labor) are at additional charge and will be quoted before the calibration and/or adjustment is completed. When calibration is complete the equipment or instrument will be returned to the Customer and the purchase order processed.

  3. If the repair estimate is not accepted the Inspection Charge will be charged and the equipment will be returned to the customer.

  4. If customers purchase order/acknowledgment is not received within 30 calendar days of the estimate, Mitel will commence arrangements to return the equipment to the customer. An invoice for the inspections of the equipment will be included as per our established rates. In the event the equipment cannot be repaired the customer will be notified and arrangements will be made to return the equipment.

  5. All request will be processed on First In – First Out criteria. Pick up of equipment does not guarantee immediate service. Equipment will be serviced, verified, or repair on the next available date on schedule. Repairs are subject to parts availability. Mitel does not keep a local stock of parts, unless agreed upon on a service contract. Services will not be performed or put on schedule without proper customer acknowledgment or Purchase Order. Contract customers have priority over non-contract customers.

  6. Additional Terms: Our general terms


Mitel Distributing Corp. reserves the right to change prices or any provisions of its Service Terms & Conditions at any time with or without notice.

Mitel Distributing Corp. / General Terms & Conditions of Sale


  1. Customer Acknowledgement.  Customer   acknowledges   agreement   with   these   terms   of   sale   by   the   placement   of   an   order   to   purchase   a   product   from Mitel.

  2. .  Unless   otherwise   specified   all prices   are   F .O.B.   point   of   origin.   Written   quotations   are   valid   for   30   days   from   issuance.   Prices   are   exclusive   of, and  customer   will  pay,  applicable   sales,   use,  service,   value  added   or  like  taxes,   unless   customer   has  provided   Mitel   with  an  appropriate   tax  exemption certificate.

  3.    All   orders   are   subject   to   acceptance   by   Mitel.   Customer   will   specify   ship   to   address   within   the   country   where   the   order   is   placed,   unless otherwise agreed.

  4.   Unless otherwise specified products are shipped F .O.B.  point of  origin.  Title  and  risk  of  loss  shall  pass  to  buyer  upon  seller ’s  delivery  of  product to   the   carrier.   Buyer   shall   pay   all   freight,   handling,   delivery,   special   packaging   and   insurance   charges   for   shipment   of   products.   Choice   of   carrier   and shipping  method  and  route  shall  be  seller ’s  election  unless  specified   by  buyer  at  time  of  order.  Seller  shall  have  the  right  to  deliver  all  products  covered hereby  at  one  time  or  in  partial  shipments  from  time  to  time,  within  the  agreed  time  for  delivery.  Seller  shall  not  be  liable  for  delays  in  delivery  or  for  failure to  perform  due  to  causes  beyond  the  reasonable  control  of  seller,  including  but  not  limited  to,  force  majeure,  acts  of  God,  acts  or  omissions  of  buyer,  acts of   civil   or   military   authorities,   fire,   strikes,   power   surges   or   outages,   epidemics,   quarantine   restrictions,    flood,   natural   disasters,   riot,   war,   delays   in transportation  or  inability  to  obtain  necessary  labor,  materials  or  supplies.  In  the  event  of  any  such  delay,  the  set  date  of  delivery,  if  any,  shall  be  extended for  a  reasonable  period,  or  the  delivery  may  be  canceled  at  seller ’s  option.  Any  delay  in  delivery,  at  customers  request  greater  than   30  days  is  subject  to an additional stocking charge or a good faith deposit not to exceed 20% of the equipment total.

  5. Installation and Acceptance.  Installation   by   Mitel,   when   included   in   the   purchase   price   is   complete   when   the   product   passes   Mitel ’s   installation   and test   procedures.   For   products   with or without   installation   included   in   the   purchase   price,   acceptance   by   customer   occurs   upon   delivery   by   Mitel. Mitel is not responsible if   customer   schedules   or   delays installation after delivery, customer acceptance of the product(s) will occur upon delivery.

  6. Payment Terms: Invoices   are   due   and   payable   net   30   days   from   date   of  invoice   provided   that   customer ’s  account   is  in  good standing  or  in  the  case  of  a  new  customer,  credit  references  meet  Mitel  requirements.   Orders exceeding $30,000.00, will require the following terms: 50% of Total Value of Order- Due at time Purchase Order is placed. 25% of Total Value of Order –Due Upon Factory Shipment of Purchase Order. 25% of Total Value of Order – Due Net 30 Days from Customers receipt of Purchase Order (upon credit approval). Buyer’s outstanding   unpaid balances shall be subject to a finance charge   of   1-1/2%   per   month   until   paid   in   full.   Buyer   shall   also   pay   seller ’s   cost   of   collection  (including   reasonable   attorney ’s   fees).   Payments   received may  be  applied  by  seller  against  any  obligation  owed  by  buyer  to  seller.  Seller  may  refuse  or  delay  shipments  if  buyer  fails  to  pay  promptly  any  payments due seller. All payments must be in US dollars. All credit memos issued by seller shall permanently expire one (1) year from the date of issuance.If Buyer fails to make advance payment, any payment becomes delinquent or refuses to accept C.O.D. shipments, Mitel shall have the right, to cancel the Sales Agreement, refuse to make further deliveries, and declare immediately due and payable all unpaid amounts for Products. Each shipment shall be considered a separate and independent transaction and payment therefor shall be made accordingly. Buyer must notify Mitel within fifteen (15) days from the invoice date if Buyer has not received the Product(s).

  7. NCNR Materials.  Any   product   that   is   or   becomes   designated   as   NCNR   (non-cancelable,   non-returnable)   or   customer   specific   (CS)   shall   be   considered strictly   as non-cancelable,   non-returnable   and   non-reschedulable.   Buyer   assumes   full   liability   for   any   product   (NCNR   Materials)   that   (a)   has   been   shipped to  buyer  and/or  (b)  is  being  held  in  seller ’s  inventory  for  buyer  and /or  (c)  has  been  ordered  by  seller  from  and  been  manufactured   by  seller ’s  supplier,  in whole   or   in   part,   and/or   (d)   is   part   work-in-progress   and/or   pre-built   value   enhanced   product   being   held   in   seller ’s   or   its   subcontractor ’s   inventory   for buyer.  Buyer  shall  pay  any  cancellation   charges  invoiced   to  seller  by  its  supplier  with  respect  to  NCNR,  as  well  as  any  related  labor,  transportation,   raw materials and storage costs.

  8. Except   for   NCNR   materials, buyer   may   cancel   or   reschedule   orders   with   the   seller ’s   approval   per   the   following   conditions:     

  9. Orders  may   be  cancelled   within   1  business   day   after   receipt   of  order   with   no  cancellation   fee.   Orders   cancelled   after   2  business days  from  receipt  of  order  and  prior  to  shipment  will  incur  a   15%  cancellation  fee.  Orders  returned  up  to   5  business  days  after  delivery  with  an  approved Return  Authorization   Number   (RA)  will  incur  a  35%  restocking   fee.   Equipment and Instrument  Orders  may  be  cancelled   within   2  business   day  after  receipt  of  order  with no  cancellation   fee.  Orders  cancelled  after   2 business  days  from  receipt  of  order  and  prior  to  shipment  will  incur  a   15%  cancellation   fee.  Orders  returned up   to   10   business   days   after   delivery   with   an   approved   Return   Authorization   Number    (RA)   will   incur   a   35%   restocking   fee.   Service  Orders,  Scheduled and  confirmed   service   appointments   may  be  cancelled   or  rescheduled   10  days  prior  to  scheduled   service   date  with  no  cancellation   fee.  Orders   cancelled or  rescheduled  with  less  than  10  days’  notice  of  the  confirmed  date  will  incur  a   100%  cancellation  fee  of  all  actual  expenses  incurred  including  airfare,  lost time all, travel expenses and deposits for rental vehicles and/or hotel stays.

  10. Buyer   may   only   return   products   with   seller ’s   consent   and   in   accordance   with   sellers   return   policy.   Upon   confirmation   of   right   of   return,   seller shall   issue   or cause   to be issued   a Return Authorization Number (RA#).   Buyer   shall   return   products   F .O.B.   buyer’s   plant,   freight   prepaid,   in  accordance with  seller’s  instructions   in  their  original  package  and  in  good  condition,  without  alteration.   Upon  receipt  of  returned  product  which  comply  with  this  section 9 and  seller’s  return  policy,  seller  has  the  right  to  issue  and  buyer  agrees  to  accept  a  credit  memo  in  the  amount  of  the  value  of  the  returned  products which  may  be  used  as  a  credit  toward  future  purchases  for  a  period  of  one   (1)  year  after  issuance.    In  lieu  of  a  credit  at  seller ’s  sole  discretion,  seller  may charge   buyer   35%   of   the   order   total   as   a   restocking   fee.   Any   extra   cost   incurred   by   seller   to   meet   buyers   request   for   a   return   will   be   the   buyer’s responsibility. Upon acceptance by seller that the returned order has met seller's acceptance criteria 10% of the order total shall be refunded to buyer.



  13. These  terms  of  sale  and  any  transaction  made  under  them  shall  be  interpreted  by  and  be  subject  to  the  laws  of  the Commonwealth of Puerto Rico.  In  the event   any   section   or   portion   of   a   section   of   these   terms   of   sale   are   deemed   unlawful   or   unenforceable,   that   section   or   portion   of   a   section   shall   be stricken  from  the  terms  of  sale,  and  the  remaining  terms  shall  continue  in  full  force  and  effect.  The  terms  of  sale  may  be  modified  from  time  to  time  by Mitel without notice.

  14.  Commodities,   technology,   or   software   exported   from   the   United   States   of  America   or,   from   other   exporting   countries   will   be   subject   to   the   US Export   Administration   Regulations   and   all   exporting   countries   laws   and   regulations.   Diversion   contrary   to   U .S.   law   and   the   applicable   export   laws   and regulations is prohibited.

  15. Buyer   expressly   understands   and   agrees   that   the   solicitation   or   employment   of   seller ’s   employees   while   currently   employed   by   seller   will cause   irreparable   harm   to   seller.   In   the   event   of   any   breach   or   attempted   breach   of   this   section   seller   shall   be   entitled   to   equitable   relief,   including injunction   and  other  remedies   available   to  the  seller   at  law  or  in  equity.   Buyer   is  solely   responsible   for  all  of  its  employees,   agents,   and  subcontractors and will take the necessary steps to protect seller’s interests.


Equipment /Instrument Warranty Statement


Mitel Distributing Corp. warrants our equipment and instruments to be free from defects in materials and workmanship for a period of twelve (12) months from the date of installation or for a period of thirteen (13) months from the date of shipment, whichever comes first. During the warranty period, Mitel will correct any defects in materials, workmanship, or any failure of the system to conform to specifications, at no charge for parts, labor or shipping, provided that the defective parts are returned to Mitel. Customers will be invoiced for parts but will not be charged unless the defective parts are not returned. Mitel does not warrant that the product will provide uninterrupted operation and free of error.


This warranty only covers defects arising under normal use and does not cover consumables or components that come in contact with customer samples and/ or materials. Malfunctions or failures resulting from misuse, abuse, neglect, alteration, modification, improper installation or repairs by anyone other than Mitel or consumables and components which come in contact with customer sample and/or materials are not covered. Maintenance or repairs required by accident, power failure or surge, fire, water, wind, lightening or other natural disasters are not covered under equipment’s warranty. Mitel warranties repair parts for a period of sixty (60) days and will replace defective parts used in the repair of Mitel product.


Repair or replacement of defective parts or refund of the price shall be the only remedies available to the purchaser. Mitel, may at its option, in lieu of a refund, repair or replace your system or any of its components with new or reconditioned parts, and any replaced systems or components become the property of Mitel.


Failure of Customer to submit any claim hereunder within day (3) days following expiration of the warranty period applicable to such articles shall be admission by the Customer and conclusive proof that such articles are in every respect as warranty, and shall release the Company from any and all such claims for damage or loss sustained by Customer.  In the event a Customer timely submits a claim for breach of Warranty, the parties agree that Customer's sole and exclusive remedies shall be, at Company’s option, repair or replacement of the defective article, or  credit or refund of the price of defective articles less depreciation calculated on a straight-line basis over Company’s stated Warranty Period. THESE REMEDIES SHALL BE CUSTOMER’S EXCLUSIVE REMEDIES FOR BREACH OF WARRANTY.


To the extent permitted by applicable law, Mitel, shall not be liable for incidental or consequential damages, or breach of any express or implied warranty, including but not limited to implied warranties of merchantability and fitness for a particular purpose.  This limited warranty gives you specific legal rights.


Warranty Claim Process


Mitel customers please send an email to  and  or a fax to 787-754-0740.


Please provide the following information in your email:

       • Product Model

       • Product Serial Number

       • Original Order Number

       • Purchase Data

       • Detailed explanation of Product or part failure


If your product is authorized for return, your customer service representative will either email or fax you the Returns Form including a Return Authorization Number (RA#) to include with the returned Product(s) or inform you about the replacement parts shipment. All products returned for replacement must be returned in their original packaging and include all original documentation and/or parts. If you are provided a Return Form with an RA#, ship your product to:


Mitel Distributing Corp.

Attn: Service Department

Calle América #4

Hato Rey PR, 00917