New Ciena Services Phone System
As of January 15, 2011, all Ciena customers should be using Ciena Services phone numbers (1-800-CIENA24) for support.
Ciena has launched a new Ciena Services phone system, menu flow, and call-in numbers to handle the consolidated Ciena portfolio. Changes include:
- Ciena Services toll free and local phone numbers. For a list, click here.
- Streamlined menu prompts and new language support (varies by Region). For a view of the new call flow and menu options, click here.
- Emergency Technical Support (ETS) routing. For a description of the ETS offering, click here.
- Quick Routing Code (QRC) support for more direct routing options. For a list of available QRCs, click here.
Web-based/Portal Support
Ciena’s Support Portal provides access to a number of important resources and self-administered capabilities, including:
- Product documentation
- Bulletins
- Software downloads
- Training and certification procedures
- Order status tracking
- Equipment replacement requests (RMA)
- Technical support requests
Changes take effect Jan 31, 2011.
Repair & Return/Parts
Requests for parts and return authorization for all Ciena (and former MEN) products can be placed either via our new phone/IVR system or via the Ciena Customer Service Center.
Changes begin to take effect Jan 15, 2011.
- FAQ - Detailed changes and specific action to take. To view FAQ click here.
eServices – FSBs + PCNs
Technical Support bulletins (also known as Field Service Bulletins – FSBs) and Product Change Notification (PCN) bulletins dealing with traditional Ciena and former MEN products are a valuable source of technical/operational information. They are made available on an opt-in, registration basis. You can elect to receive them via email or retrieve them from the Customer Service Center. Please use the below links to confirm or update your registration status.
However, if you currently receive FSBs and or PCNs from Ciena, no action is necessary.
Changes take effect Jan 31, 2011.