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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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