Vega - Snell

Placing an Order and Delivery
Leadtimes
Ordering, Service and Warranty
Getting your Vega couldn’t be
easier. Please order the product
through your local Snell sales
office. To assist you, you can go
on-line and configure your order
through the partner portal at
www.snellgroup.com/advantage.
If you are a new partner, our
Advantage helpdesk team will
train you on the ordering process
when you start on-boarding.
To help you specify the right
router for your customer, we have
developed a new sales tool - the
Vega configurator - which can
be downloaded from the asset
library on our partner portal at
www.snellgroup.com/advantage.
Deliveries for small orders (three
units or less) will normally be
despatched within 1-2 weeks,
and a delivery date confirmation
will be sent to you. For higher
quantities (four units and above),
a delivery date will be quoted to
you.
All ordered products are subject
to Snell’s standard terms and
conditions (www.snellgroup.com/
company/terms-and-conditions).
Customer training and self help
We are keen that your customer
has access to a certain level of
knowledge and self help so that
routine issues can be catered for
by the customer’s own operations
and maintenance people. As such
we have a number of customer
information videos and courses on
our website for them to use should
they wish.
snellgroup.com
In commercial confidence - For Snell partners only
Technical Support
If you have taken and understood the Vega
training courses on our partner portal at
www.snellgroup.com/advantage but still
need help, please contact your local Snell
office by phone or email (www.snellgroup.
com/support/contact-us/).
We operate a support management
system and will provide you with a unique
case number, and support from one of
our engineers.
SFP Modules
There may be cases when you are ordering
Vega when your customer doesn’t know
exactly which SFP plug-ins they may require.
In addition, whilst your customer owns the
product, they may need to add or change
their SFP plug-in type or quantity. Well
don’t worry, Snell offers a next business day
despatch from our manufacturing facility on
new SFP modules.
So, either you can offer a high value added
service and hold SFP stocks, or you can use
Snell’s next business day service to support
your customer needs. SFP modules can be
purchased from Snell on a next business day
despatch from our manufacturing facility.
The minimum order quantity is 10 SFPs.
Each pack of ten can be a mix of any type
as specified by you (please use the SFP
ordering process in the configurator for this
purpose). For your convenience, should you
wish to get started, we have also created
two pre-configured packs, each of which
contain a set of the most frequently used
SFP modules. One pack contains Coaxial
SFPs only and the other Fiber SFPs only.
8
Coaxial SFP
Fiber SFP
Spares
Vega products are board level repairable.
As such, we recommend that you hold a
number of spare parts so that you can
service your customers if an urgent need
arises. Vega is highly configurable and so
we do not offer a standard spares set. The
spares level held will of course depend on
the number of Vega units supplied but we
recommend that you hold at least one
(or more) spare power supply, crosspoint
card and controller card. With respect to
rear modules and SFPs, we leave it to your
discretion on the types and numbers of units
to hold. Please use the ‘Summary’ section
in the configurator tool to produce a list and
price for the spares items required.
Should your customer wish to buy spares,
then the same procedure should be followed
also using the configurator tool which is
available on the partner portal at
www.snellgroup.com/advantage.
Warranty
Vega has a standard warranty of one year
and within this period we will provide next
business day despatch from factory of a
replacement board or sub assembly so that
your customer has minimum disruption from
any failure. Faulty units or sub assemblies
must be returned to our manufacturing
facility such that we can analyse any
failure condition. You are obliged to make
sure this happens or we will charge for the
replacement unit we have sent.
Where an issue is software based, we will
raise a case number for you within our
technical support process and track regularly
until you have a resolution.
Customer Repairs Out of Warranty
Repairs outside of the warranty period are
charged at a fixed price, please contact
your Snell office for an RMA and the current
repair price, this service is also offered with
a two week repair time from receiving the
faulty unit.
e: advantage@snellgroup.com