- DTECH M3-SE & M3X
- GATR Satellite & Troposcatter
- Vocality RoIP
- LVC Products
- Cubic Digital Intelligence
- Secure Communications
If you have support questions, please call +1 858-505-2445. For additional information or technical configuration assistance, please contact your DTECH LABS Sales Representative by completing the form below or email us at DTECH.sales@cubic.com
Tutorials
Training
DTECH Labs offers a complete suite of technical assistance programs for DTECH products, including hands-on training at our facility or at your location. For additional information on these services, please contact your DTECH LABS Sales Representative or email DTECH.sales@cubic.com
Warranties & Service Plans
Telephone +1 858-505-2445 or email us at DTECH.support@cubic.com. Extended Warranty Programs – Designed to extend the standard 12-month warranty through year five (5).
Returns
Prior to returning any DTECH Labs and Vocality products to Cubic for repair or evaluation, you must first contact the Technical Support Team to obtain a Return Materials Authorization (RMA) number.
Tel +1 858-505-2445
Email DTECH.sales@cubic.com
Return Materials Authorization
This RMA number must be in plain sight on the packaging.
Return the product to:
Cubic Defense
Technical Support Teams
21580 Beaumeade Circle, Suite 230
Ashburn, VA 20147 USA
DTECH Labs warrants and implies that the Product delivered hereunder to the End-User is merchantable and fit for use for the particular commercial/industrial purposes as described in the Product Specifications and/or User’s Manual. This warranty applies only to hardware and software Products developed by DTECH.
DTECH will not be liable to the customer for consequential damages resulting from any defect or deficiencies in accepted items. An item is considered accepted upon shipment from the DTECH facility or when hand delivered by an approved DTECH Representative.
The foregoing warranties are in lieu of all other warranties, express or implied, including but not limited to, implied warranties of merchantability and fitness for a particular purpose with respect to defects in the physical hardware, software media, operation of the software, and any particular application or use of the software.
THE SOLE OBLIGATION OF DTECH AND ANY END-USER’S SOLE REMEDY IS FOR DTECH TO CORRECT ANY SIGNIFICANT DEVIATION FROM THE PRODUCT SPECIFICATIONS IN A MANNER DETERMINED BY DTECH. IN NO CASE SHALL DTECH LIABILITY EXCEED THE END-USER’S PURCHASE PRICE FOR THE PRODUCT. The End-User has accepted this disclaimer of liability for damages as part of a bargain to lower the price of the Product and understands that the price of the Product would be higher if DTECH were required to bear additional liability for damages.
This written warranty is the complete, final and exclusive agreement between DTECH and the End-User or purchaser with respect to the quality of performance of all the goods and any and all warranties and representations.
This warranty gives specific legal rights and you may also have other rights, which vary from state to state. For purchasers outside of the United States, this limited warranty is governed by the laws of the Commonwealth of Virginia, USA and shall benefit DTECH, its successors and assignees.
DTECH assumes no liability for any criminal/civil penalties resulting from illegal or improper use of its products.
DTECH warrants that all hardware Products developed and/or manufactured by DTECH will be free from defects in materials and workmanship under normal operating conditions for a period of one (1) year following date of shipment from DTECH. Selected DTECH hardware products are warrantied for five (5) years. Products that include a five (5) year warranty are identified as such in their respective Product Descriptions. This warranty is subject to the proper use and maintenance of the product. This warranty is voided by, and/or does not apply to, the following:
- Product that has been tampered with (tamper seals broken), mishandled, altered, damaged or rendered inoperable due to willful or negligent acts or omissions, accident, Force Majeure, or operated in an environment outside the recommended tolerances as specified in the Product User Manual.
- Product that has been disassembled in any way, reconfigured or modified without the prior written consent of DTECH.
- Product that has been serviced by any person or group other than an authorized DTECH representative.
- Product that has been damaged during transit.
- Product that has become inoperable or fails to operate properly as a result of a power surge or any other power fluctuation related to the external power source used to power the product.
- Use of any replacement parts and/or components not provided by DTECH, including, without limitation, disk drives, electrical cords, network cords, telephony cords, antenna cords or any hardware components attached to the product.
- Any use of the product in a manner that is inconsistent with the product’s intended operational capabilities.
- Any commercial component that is covered under the original manufacturer’s warranty.
- Degradation, damage or marring of any product finish.
- Any damage, loss, liability or expense resulting from unavailability, delay, interruption, disruption or degradation of network or communications services.
DTECH warrants that its software media will be free from defects in materials and workmanship under normal operating conditions for a period of ninety (90) days following the delivery of the software media. DTECH also warrants that the software media will substantially conform to the functional specifications set forth in the documentation for the software. DTECH offers no warranty on any 3rd Party software shipped, bundled with or utilized in the product, which may be covered under a 3rd Party standard software warranty. Selected DTECH products include 3rd Party software support services. Products that include one (1) year of 3rd Party software services are identified as such in their respective Product Descriptions.
All DTECH Warranty periods commence upon shipment from the DTECH facility.
- The warranty period for DTECH Hardware Products is five (5) years unless identified as longer in the Product Description.
- The warranty period for DTECH Software Products is ninety (90) days unless identified as longer in the Product Description.
DTECH will provide shipping labels and prepaid shipping to return the product to the Ashburn, Virginia facility. DTECH will pay normal and reasonable costs for the return of the product to the customer. Return shipment will utilize the “Best Way” method, and is solely at DTECH’s discretion. Costs for expedited return shipping, if requested, shall be the responsibility of the customer. Normal turnaround time for warranty repairs is fifteen (15) working days, commencing the day after the equipment is received at the DTECH facility.
Technical Support is available to determine the potential problem and whether the Product must be returned to DTECH for repair. This support will be available from 8:00 AM – 5:00 PM (EST) Monday through Friday, excluding holidays. If the Product requires repair that cannot be provided via telephone or email correspondence, DTECH will issue a RMA number as authorization to return the Product for repair. This number must be prominently displayed on the outside of the case or box in which the Product is returned.
Should a product fail within the warranty period, DTECH will, at its discretion, repair or replace the defective product at no cost to the customer. Defective products must be returned to DTECH, with shipping labels and prepaid shipping provided by DTECH. Replacement products may be refurbished units or may contain refurbished materials. All repaired or replaced products will be warrantied for the remainder of the warranty period associated with the original product or for a period of ninety (90) days, whichever is longer.
Customers who want rapid replacement of defective units during or after the Warranty Period may elect to purchase advanced replacement for parts at a predefined charge for each part of a comprehensive Service Support Agreement. The Customer may choose to either hold an adequate supply of spares for immediate replacement of faulty equipment or may choose instead to obtain an agreement with DTECH for the “Advanced Replacement” of critical parts. The Advanced Replacement Program (Service Support Agreement) must be negotiated at time of purchase or within thirty (30) days after the date or shipment from DTECH facilities.
When a product becomes End of Sale (EoS) or End of Life (EoL), a statement detailing the last sale date, final ship date, and information regarding warranty support is published.
Click on the product link below for further information on the products that have been announced as End of Sale or End of Life.
Router Modules
Power Modules
Platforms
Switch Modules
Compute Modules
GATR Support
If you have support questions, please call +1-858-505-2445.
For online resources, please complete the contact form below or email SUPPORT at GATR.support@cubic.com – make sure to indicate what customer or specific group you are with.
Rapid SetUp Videos
Returns
Prior to returning any GATR products to Cubic for repair or evaluation, you must first contact the Technical Support Team to obtain a Return Materials Authorization (RMA) number.
Tel +1 858-505-2445
Email GATR.support@cubic.com
Return Materials Authorization
This RMA number must be in plain sight on the packaging.
Return the product to:
Cubic Defense
Technical Support Teams
330 Bob Heath Drive
Huntsville, AL 35806
United States of America
GATR Return Material Authorization Form
Vocality Support
If you would like to log a support request, download manuals and access the full suite of documents, please visit our Support Portal
You can also contact support in the following ways:
Email - vocalitysupport@cubic.com
Expert Integration Service
Expert Integration is a professional service we offer to assist you with your initial Vocality RolP installation and turn-up. Our senior support engineers have extensive experience with Land Mobile Radio (LMR) and LTE Push-to-Talk (PTT) services, networking and communications equipment, and protocols used in voice interoperability solutions. They will work with you to schedule a worry-free installation and support you remotely with talk-group creation, audio port tuning, Transport Layer Security (TLS), and secure tunnels. Use this form to schedule your installation appointment. (If you have not purchased Expert Integration, a salesperson will contact you upon completion of this form and prior to your requested installation date).
Expert Integration is a professional service we offer to assist you with your initial Vocality RoIP installation and turn-up. Our senior support engineers have extensive experience with Land Mobile Radio (LMR) and LTE Push-to-Talk (PTT) services, networking and communications equipment, and protocols used in voice interoperability solutions. They will work with you to schedule a worry-free installation and support you remotely with talk-group creation, audio port tuning, Transport Layer Security (TLS), and secure tunnels. Use this form to schedule your installation appointment.(If you have not purchased Expert Integration, a salesperson will contact you upon completion of this form and prior to your requested installation date)
Warranty Claims
All Vocality products come with a 5-year warranty from the date of purchase. The warranty includes telephone support, software updates and hardware support.
Contact Vocality Technical Support and one of our technicians will confirm the warranty status of the unit and help you with your problem. If a repair is required an RMA number will be issued and address information provided to return the unit.
Upon receipt of the product, we will contact a full test and provide you with e a repair report outlining the fault that was found and the steps that were taken to repair the unit.
Please note - Warranty does not cover products being struck by lightning, power surges or physical damage.
Click button below to register your device warranty
Returns
Prior to returning any DTECH Labs & Vocality products to Cubic for repair or evaluation, you must first contact the Technical Support Team to obtain a Return Materials Authorization (RMA) number.
Tel +1 858-505-2445
Email DTECH.support@cubic.com
Return Materials Authorization
This RMA number must be in plain sight on the packaging.
Return the product to:
Cubic Defense
Technical Support Teams
21580 Beaumeade Circle, Suite 230
Ashburn, VA 20147 USA
A Vocality RoIP can be purchased as part of a bundle that includes everything you need or you can purchase the Vocality RoIP and accessory items Separately. Please see the Vocality RoIP Ordering Guide or contact the Cubic sales team for more information.
A Vocality RoIP Connect is a 4 port expansion module that can be connected to a Vocality RoIP using a USB cable. No additional power or cables are required. All additional ports will be displayed in the Vocality RoIP management interface. All additional ports are automatically displayed in the Vocality RoIP management interface when the Connect is attached to the Vocality RoIP.
Yes. If you have further questions about SIP compatibility please contact the Cubic support team.
Yes. Digital Mobile Radio (DMR) is an open and published international digital radio standard. The Vocality RoIP is interoperable with DMR radio networks. Connecting a donor radio from a DMR network to a Vocality RoIP will allow voice communications to be bridged to other talk groups and services connected through the Vocality RoIP. The Vocality RoIP does not pass the status messaging or short format digital messaging of DMR.
Yes. Terrestrial Trunked Radio, or TETRA, is a suite of standards for digital communications. Connecting a donor radio from a Tetra network to a Vocality RoIP will allow voice communications to be bridged to other talk groups and services connected through the Vocality RoIP. The Vocality RoIP does not pass the status messaging or short format digital messaging of Tetra.
The Vocality RoIP has one serial port connector. With a break out cable you can connect up to 4 individual serial ports. Each Vocality RoIP Connect has one serial port connector and also uses a breakout cable that supports up to 4 individual serial ports. The active serial port count corresponds to the audio port count.
If you want to connect your LMR radios to an LTE network, you must subscribe to a push-to-talk LTE service, like ePTT offered by AT&T or PTT+ offered by Verizon. These carriers, and many others, host cloud-based Push-to-talk Over Cellular (PoC) services. Once you have PoC service and your Vocality RoIP is installed, through the Vocality RoIP user interface you can configure your talk groups.
The Vocality RoIP can interoperate with many carriers PoC services to include AT&T's ePTT, Verizon's PTT+, Sprint's Direct Connect Plus, FirstNet, as well as many more international services. If you have a question about a specific service, please contact the Cubic sales team.
Using accessory cables you can connect your donor radios to the ports labeled 1, 2, 3, and 4 on the front of the Vocality RoIP.
If you would like assistance sourcing a compatible cable for your radios, please complete this form: https://www.cubic.com/donor-radio-cable-inquiry.
Cubic supply accessory cables to connect your Vocality RoIP to your donor radios. Cubic sells radio over 300 cables to connect over 4000 different brands and models of LMR radios.
If you would like assistance sourcing a compatible cable for your radios, please complete this form: https://www.cubic.com/donor-radio-cable-inquiry.
The Vocality RoIP works with nearly any radio that is equipped with an external port for a speaker and microphone connection. We have experience with all the major radio brands.
If you would like assistance sourcing a compatible cable for your radios, please complete this form: https://www.cubic.com/donor-radio-cable-inquiry.
If you have purchased your Vocality RoIP through a Cubic Authorized reseller, they can assist you with your turn-up activities. If you have purchased your Vocality RoIP from Cubic, you may also purchase professional services called Expert Integration that will take care of everything you need to make the Vocality RoIP operational in your network.
Yes. If you need a digital copy of the Vocality RoIP User Manual, please visit our Support Portal.
Most of the time, Vocality RoIPs are sold with all 4 ports activated, however in some instances for a price sensitive installation, the customer may have chosen to only activate one or two ports. You can upgrade your Vocality RoIP to activate all 4 ports at any time. Please [contact the Cubic sales team][2] for more information. If you are experiencing a critical response or disaster event and need immediate activation please [contact the Cubic support team][3]. [3]: https://support.vocality.com/ [2]: https://www.vocality.com/contact-us
Customer Service
Customers can contact us at our 24-hour customer service hotline at +1 866-889-5974
Customer Support
For all Cubic Digital Intelligence product support, please email CDI.Support@cubic.com.
For Secure Communications product help and support, please email SCOM.Support@cubic.com.
For all other product inquiries, please email SCOM.Sales@cubic.com.