Ciena About Support Center - Ciena Portal Security · PDF filePage 3 ©2004 Ciena Communications, Inc. Confidential and proprietary. Support Center Overview » Support Center is Ciena’s

About Support CenterCiena’s Service Ticketing System for Customers

March 2006 (r 1)

©2004 Ciena Communications, Inc. Confidential and proprietary.Page 2

Outline

» Support Center Overview

» Why Support Center So

Important to Our Customers

» Ciena Support Portal Review

» Connecting to Support Center

» Support Center Toolbar

» My Calls

» Viewing Support Call Details

» My ERs (RMAs)

» Viewing RMA Information

» Submitting New Support

Requests Online

» 3 Simple Steps to Submit a

Support Request

» Submitting New RMA Requests

Online

» 4 Simple Steps to Submit an

RMA Request

» Reports

» FTP Access

» My Profile

» Support Center Notifications

» Wrap Up


Support Center Overview

» Support Center is Ciena’s online service ticketing system for our customers and partners.

» With its simple to use interface it provides our customers and partners 24 x 7 secure access to technical support call and equipment requests (RMAs) information.

» Support Center allows you to:

» View historical support call information (problem, solution, status notes, and many other details)

» View historical RMA information (defective module, replacement module, shipping info, and many other details)

» View active support call information:» What is status of current open support calls?

» Who is working them?

» View active RMA information:» What is the status of my open RMAs? Where will replacement equipment be shipped?

» What waybill/airbill was used to ship the replacement? What equipment do I need to still return to Ciena?

» Initiate new support requests; Initiate new RMA requests

» Access FTP site set up for your company

» Generate service reports

» Much more…


Why Support Center So Important to Our

Customers

» Information sharing with our customers is a cornerstone to Ciena’s Service organization.

» We take pride in keeping our customers well informed and record many details in our service systems for your support requests (general support and RMA) in order to ensure that we process your requests in an effective, proper, and prompt manner.

» We expose much of the data on customer support incidents in Support Center so that our customers may benefit from this information 24 x 7 across their organization.

» If you think there is additional information that we could share via Support Center, please email your suggestions to [email protected].


Ciena Support Portal Reviewhttps://portal.ciena.com/

» Ciena maintains a secure web support portal environment that allows our customers with active support contracts access to important support-related web capabilities 24x7.

» Support Center is one of many web applications available in the portal.

» Important: Only customers with active service and support contracts are given support portal access. All new customers get portal access since the new equipment they purchase comes with some level of warranty and service.

https://portal.ciena.com

1. T

ech

nic

al

Do

cu

men

tatio

n

2. P

rod

uct F

ield

Serv

ice

Co

mm

un

icatio

ns

His

toric

al

Serv

ice T

icke

t

Ac

cess &

Rep

ortin

g

Serv

ice T

icke

t

Em

ails

4. F

TP

Ac

ces

s

On

line S

up

po

rt

an

d R

MA

Su

bm

iss

ion

s

3. Support Center

5. F

utu

re

Cap

ab

ilities


Connecting to Support Center Application

» After logging into the portal, simply click the Support Center application link:


Support Center Toolbar

» The Support Center toolbar allows you to quickly navigate from capability to capability in the system.

» Simply click the link to access the named capability.

» Note: Some toolbar items may not appear if they do not apply to you.

» Partner note:

» Ciena partners will have an

additional option called Switch Company

which allows them to select the end

customer for whom they are

working.


My Calls


Viewing Support Call Information


My ERs


Viewing RMA (Equipment Request) Information


Submitting New Support Requests Online

» You can submit a new support request (aka “Call”) online via Support Center. This can be done in lieu of calling or emailing Ciena Technical Support.

» When you submit your request, it goes immediately into our service ticketing system for processing by Technical Support staff.

» You will be emailed your call tracking number (your receipt for the support request) and it will show up under My Calls within a few minutes.

» If the request is urgent, you should follow up immediately with a phone call to make sure someone from Ciena Technical is aware of the urgency; otherwise someone will be assigned within 24 hours.


3 Simple Steps to Submit a Support Request

1. Press Submit Request Link

2. Review Ts & Cs and select general support question selection (instead of RMA selection)

3. Fill out details of your

request and submit it…

Su

pp

ort R

eq

uest F

orm


Submitting New RMA Requests Online

» You can submit a new Equipment Requests (RMA) online via Support Center. This can be done in lieu of calling or emailing Ciena. This the recommended method for submitting RMAs to Ciena.

» You can submit a request for one or more modules at a time.

» When you submit your request, it goes immediately into our service ticketing system for processing by Ciena RMA Logistics staff.

» You will be emailed your call tracking numbers – one for each module (your receipt for the support request) and it will show up under My ERs within a few minutes.


4 Simple Steps to Submit an RMA Request

1. Press Submit Request Link

2. Review Ts & Cs and select general support question selection (instead of RMA selection)

3. Fill out details of your request and submit it…

4. Optionally press Add Another Module link if you want to submit > 1 modules…

RM

A R

eq

uest F

orm


Reports

» There are two types of reports available in Support Center:

1. Support Call Report

2. Equipment Request (RMA) Report

» Reports list relevant details related to tickets.

» Reports are MS Excel™based.

» To Generate Report:1. Perform call or ER search

2. Press the button near top of results grid

3. This will open the call or ER report in Excel

» Also available from other parts of the application –key is to launch via

Sample Call Report Sample RMA Report


FTP Site Access

» ftp://ftp.ciena24.com

» Access (via username and password)» Provided by Ciena Technical Support

via phone as needed.

» We prefer you connect in via the portal (Support Center).

» FTP Policy:» Short term file transfers only

» Files left housed over 90 days are automatically deleted.

» Up to users to organize their data into correct folders and sub-folders.

» FTP is directly integrated into the Web Portal so you can automatically log in after you connect into the portal.

» FTP opens in the browser –your browser must support this in order for it to work.


My Profile


Support Center Emails (Notifications)

» Customer emails are designed to keep all team members on specific ticket (including those in Ciena) well informed / apprised of key aspects of Call or Equipment exchange.

» You can request additional email contacts be added to a single ticket – useful for high priority support issues. You’re an individual contact record can also be set up with multiple emails.

» Emails include (partial list):New Call Notice

» Tracking #, customer contact, CIENA contact, problem summary, …

Close Call Notice

» Tracking #, customer contact, CIENA contact, problem summary, plus call solution …

Call & ER Status Notices

» Support status update notices sent

Web Call Assigned Notice

» Sent when Tech Support processes your web request – tells you who is working request

New Equipment Request Notice

» Problem board serial #, where to ship replacement, …

Shipped Equipment Request Notice

» Sent when replacement shipped – contains airbill info

Return Received Notice

» Sent when CIENA receives problem board back from customer


Support Center EmailsSample ER/RMA Notifications

Sample Web ER Received Notice Sample RMA Shipment Notice


Support Center EmailsSample Support Call Notifications

Sample New Call Notice Sample Call Closed Notice


Support Center EmailsSample ER/RMA Notifications

Sample Web ER Received Notice Sample RMA Shipment Notice


Wrap Up

» Support Center is Ciena’s online service ticketing system for our customers and partners. It gives our customers and partners 24 x 7 secure access to technical support call and equipment requests (RMAs) information.

» We believe you will find that Support Center:

» … is very simple to use - no training required

» … is the quickest way to initiate RMA and support requests

» … will quickly get to your personal tickets of interest

» … will allow you to see up to date status details for your RMA shipments and

support requests

» For any questions or to request a demo, please contact [email protected].

Documents

Ciena About Support Center - Ciena Portal Security · PDF filePage 3 ©2004 Ciena Communications, Inc. Confidential and proprietary. Support Center Overview » Support Center is Ciena’s