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Premier Support

Critical networks demand sustained availability and optimal performance—they simply cannot have outages or performance-hindering incidents that compromise the end-user experience.  Ciena’s Premier Support provides proactive and personalized support to networks that must be up and running at all times.

With Premier Support, you’ll get a personalized support experience that includes a Customer Service Manager and a Lead Engineer. Faster access to senior engineers and customized performance targets ensure that your network is performing its best.

Premier Support includes flex credits that give you access to a variety of proactive services, including:

Network Performance

Network Health Analytics

Network Consulting

Maintenance Window “Ride-alongs”

Network Consulting

Lab training

Technical Workshops

Net tech access

Premier Support Features

Focused technical support team led by an assigned senior engineer

Expedited technical support access

24x7x365 access to technical resources

Aggressive performance targets for response, recovery, resolution and root cause analysis

Local language support

Click-to-chat capability

Flex credits for proactive services

Customer Service Manager to assist with incident management and service needs

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