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Maintenance Service

Access in-house tech support with robust optional capabilities

No one knows your Ciena network better. We're uniquely qualified to help you drive consistent performance. We can minimize the likelihood of outages and incidents and rapidly mitigate their impact when they happen. We deliver around-the-clock support of your network through expert global technical support and repair, complemented by a comprehensive suite of optional capabilities.

Network services diagram maintenance service

TECHNICAL SUPPORT

Maximize network uptime

We provide continuous global, AI-enabled technical support delivered regionally by Ciena engineers and supplemented by in-region customer success advocates, each of whom know your Ciena equipment, your network, and your organization. With flexible service-level objectives (SLOs), regular reviews, sophisticated tools, and automated processes augmented by self-services capabilities, our experienced team ensures you receive quick and accurate support.

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Optional capabilities

  1. Resident engineer

    A dedicated Ciena engineer embedded with your team helps maintain high network availability and provides up-to-the-minute knowledge transfer.

  2. Managed spares

    Full-on inventory management and logistics are built around a global warehouse network, fully stocked and ready to ship.

  3. Engineering dispatch

    A Ciena expert will visit your facility to provide on-site support for your network, including troubleshooting and maintenance.

  4. Repair and return

    Extend Ciena's standard warranty beyond its expiration and get  hardware repair of field-replaceable units (FRUs), like-for-like replacement, and technical support.

  5. Equipment recovery and reclamation

    Securely and sustainably recycle or dispose of end-of-life Ciena and third-party equipment to comply with regulations.

  6. Equipment refurbishment

    Extend the usable life of decommissioned Ciena equipment through full restoration and testing, with eligibility for as-new support.

  7. Preventive maintenance

    Minimize service degradation with regular checkups to examine and test equipment and the operational environment and perform routine maintenance.

  8. Submarine network support

    Specialized teams troubleshoot and resolve subsea-related hardware, software, and data connectivity, as well as deliver scheduled maintenance.

  9. Proactive support

    We pull logs and conduct runbook automation to analyze and ticket issues as they occur, often before you are aware of the issue.

  10. Ticketing API

    This software automates ticket sharing between your ticketing system and Ciena for bidirectional information flow around incidents and service requests.

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