Support

Vello Systems offers a comprehensive set of network services from initial planning to on-site technical support, backed by experienced, highly skilled professional teams.

When your growth expectations require a tailored solution, Vello is ready to help you gather needed information, produce and model the network design, generate a set of systems recommendations, and prepare a tailored deployment proposal.

Contact us to discuss your specific needs with one of our global technical specialists.

Vello network planning and design

If you have unique network requirements or growth expectations that require a tailored solution, a highly trained Vello network engineer will help you gather the design information, produce and model the network design, generate a set of systems recommendations, and prepare a tailored design proposal for implementation. Design iterations are coupled with site surveys to further assure a solution that will interoperate seamlessly with your existing installation, and leverage any advantages in the physical layout that may have escaped detection during architectural sessions. This service includes:

  • Network evaluation including upgrade/engineering consultation and recommendations
  • Network design consultation offering a proposed network architecture and equipment selection
  • Site survey is performed ahead of time to access the physical layout changes
  • Supporting electronic documents and drawings

Vello installation and project management

Once your network project achieves stakeholder approval, Vello kicks off a standardized deployment process, managed through a core team of Vello technical specialists. We review the statement of work and the design, finalize the BOM, milestones, timelines and logistical issues, and address your questions.

Our Field Engineers establish the engagement plan, determine facilities access schedules, security pre-requisites, and a designated point of customer contact. Vello presents testing, validation, and acceptance criteria in a review process designed to ensure the highest quality customer experience from staging through production. We then perform the installation, communicating operational status, followed by a system test plan, test report and complete as-built documentation of the network.

Project Managers actively track the moves, additions and change orders as they are processed through the core team throughout the project. Finally, training and customer handoff are scheduled, and the warranty, support and services accompanying the order are initiated. This service includes:

  • Project Management provides and tracks Milestones, logistics, and acts a single point of contact
  • Site Access schedules, security pre-requisites and discussed prior to arrival
  • Installation package Includes testing and validation, test report and as-built documentation
  • Comprehensive electronic as-built documents and drawings are provided

Vello on-site support

Vello On-site Support Engineers (OSE) are senior technical professionals who have access to the vast Vello knowledge base and can leverage strategic Vello partnerships to help resolve issues in heterogeneous IT environments.

Vello OSEs are also available to augment customer IT staff, performing activities such as:

  • Optimization of Vello products
  • Software release and upgrade planning
  • Change management planning
  • Upgrade assistance

Vello monitoring services

Vello Account Support staff is knowledgeable about customer-specific implementations and act as a vital support team escalation contact for all Vello hardware and software issues. Vello Monitoring Service will keep you informed with key support information by proactively communicating and coordinating:

  • Updates on escalated issues
  • Software release upgrade recommendations
  • Technical tips, white papers, and other applicable documentation
  • Quarterly support reviews
  • Quarterly health checks

Technical support and maintenance

With a deep understanding of the advanced level of technical expertise required to design, deploy and maintain precision optical networking environments, Vello offers multiple levels of consultation and 24x7x365 support to help ensure the highest availability of your mission-critical infrastructure.

  • Toll free numbers across multiple countries
  • Direct access through support hot line
  • Quick access to qualified support professionals
  • Automatic field services bulletins
  • Customers can report tickets and request RMAs via email

With a deep understanding of the advanced level of technical expertise required to design, deploy and maintain precision optical networking environments, Vello offers multiple levels of consultation and 24x7x365 support to help ensure the highest availability of your mission-critical infrastructure.

  • Toll free numbers across multiple countries
  • Direct access through support hot line
  • Quick access to qualified support professionals
  • Automatic field services bulletins
  • Customers can report tickets and request RMAs via email

Technical support is bundled into different support packages. Vello support packages provide cost-effective and flexible support solutions for the ongoing maintenance of Vello network components purchased through Vello or through Vello Solution Provider Partners. By providing three tiers of support, Vello helps to ensure the highest infrastructure reliability by scaling service levels to match growing environments.

You can choose from three different support tiers appropriate to your deployment:

  • Silver Support Package
  • Gold Support Package
  • Platinum Support Package

Additional support packages are available that complement the above by providing quick escalation, onsite replacement, and onsite support engineers as needed.

Vello training

Vello provides comprehensive on-premise training either at your site or at Vello HQ in addition to web-based training. These training packages are tailored to meet your requirements and quickly bring your IT teams up to speed on the deployment network infrastructure management and configuration.