Offerings

Technical Support Services

SNEL’s Technical Support Solutions offering helps Network OEMs and Service Providers in providing remote technical support services which include Level-1 and Level-2 support. The team also assists in emergency recovery, cutovers, and 24X7 support services. The Technical Support solution is broadly consisting of sub offerings such as

Welcome center to receive customer issues and to assist in support for configuration or integration issues
Fault resolution center for issue analysis and resolution, hardware and configuration level troubleshooting, field engineering solutions and fault simulations in labs
Product Support center for issues involving software level troubleshooting, patches installations, product defect identification and rectification and verification office solutions

SNEL has the proven capability in running Tier 1 and 2 Technical Support programs for multiple OEMs and follow established processes while executing such services. We have rich experience of having worked with various network OEMs across their product life cycle. We have established labs of various OEM products where we remotely recreate field technical issues and test solutions before advocating them on a live network. We also have the ability to execute Field trials and Acceptance testing solutions

As a TL9000 certified company, we subscribe to standard support methodologies and have been servicing stringent SLA requirements of Tier 1 network OEMs with their customers. SNEL will provide an end-to-end autonomous operational support solution that will help Network OEMs use their bandwidth to concentrate on complex R&D efforts.