NETWORK OPERATIONS CENTER SERVICES Ciena Specialist Services
Reduce OPEX and CAPEX while increasing operational operati onal eiciency and accuracy with enhanced ault management solutions or critical networks
Manage and Maintain Services Suite As part o Ciena’s Manage and Maintain Services Suite,
Ciena’s Network Operations Center Services
our Network Operations Center (NOC) Services leverage
Features
our specialist engineers as virtual members o your team
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Proven and established escalation process between the ront-line Ciena’s NOC and technical support organization
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Defned and structured onboarding path or new customers and new products
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200+ optical and Ethernet support proessionals, providing support services to over 1200+ networks globally
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Emergency Technical Support Center, providing 24 x 7 emergency response or complex and critical issues
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Flexible and customized service defnition through customer-specifc service playbooks
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Delivery efciency driven through SSAE 16 Type II certifed acilities, Inormation Technology Inrastructure Library (ITIL)-based service and delivery process ramework, and the Network Reliability and Interoperability Council (NRIC)
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Seamlessly integrated with Ciena’s Managed Spares and Engineer Dispatch services to provide a comprehensive managed operations service
to deliver critical network operations and support unctions. Our specialists work with you to combine discrete services into a comprehensive operations and maintenance package that oers a managed operations solution, designed around your unique requirements and expectations.
Challenging Times Today’s macro-economic climate presents signiicant business challenges. Declining customer revenues caused by service commoditization, combined with rising operational costs, make or a complex business environment. Ciena’s Manage and Maintain Services Suite provides an alternative approach to maintaining operational excellence while reducing both CAPEX and OPEX. For instance, the CAPEX required to build a NOC, together with the OPEX necessary to run a 24 x 7 operation, can be prohibitive—especially in the context o a small network where no real economies o scale exist. Economies o skill sets are also a key driver. Training new engineers to become troubleshooting experts on speciic equipment types and sotware releases can be a signiicant upront investment as well, requiring constant training and documentation to keep pace. Small networks simply do not generate the ault count to keep skills at the needed proiciency level. Ciena’s service philosophy or the o perations business is based on People, Process, and Technology. Without signiicant investment in each o these areas, inevitable cracks appear in the quality o s ervice provided to the end-customer. The key to providing best-in-class operation services or rapidly changing technology needs is based on high levels o economies o scale, which improve quality and network availability while driving down costs.
NOC Services Scope Ciena’s NOC Services provide end-to-end management, including 24 x 7 x 365 surveillance, ault identiication, alarm handling, and triage capability. Ciena technical engineers can also provide troubleshooting remediation and repairs. In addition, parts mana gement services such as Managed Spares and Engineer Dispatch, provide a comprehensive managed operations environment.
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Ciena oers two standard services: Remote Network Management and Basic Network Monitoring, described in detail below. Each can be customized and lexibly designed to meet your needs. Customization is a key eature o the Ciena Specialist Services portolio.
Ciena’s Network Operations Center Services
Monitoring services are targeted toward customers who desire to oload incident detection, identiication, and response, and leverage Ciena’s surveillance, monitoring, and reporting capabilities. Customers who choose Basic Network Monitoring services generally have their own Ciena-trained 24-hour ault management team (typically on-call), or a high tolerance to network outages. Customers who select Remote Network Management services typically do not have 24-hour access to Ciena-trained personnel and have a low tolerance to network outages. Benefts
Remote Network Management Service (RNMS) Continuous, proactive network surveillance is essential or detecting problems as they happen, identiying perormance degradation prior to network ailure, and solving critical issues around network availability and business continuity. Ciena experts work rom a 24-hour NOC to oer comprehensive, end-to-end ault management. This service is designed to promote operational excellence and enable customers to leverage Ciena’s dedicated operations expertise and economies o scale. The RNMS is a conigurable service that provides multiple management unctions, including: >
24-hour surveillance
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End-to-end case and ault management
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Fault identiication and alarm handling
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Fault triage, isolation, troubleshooting, and resolution
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Supervision o planned outages
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Management o ield technicians during ault scenarios
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Supervised management and dispatch o advanced replacement parts
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Escalation and supervision o network provider iber issues
The RNMS is perormed under strict SLAs to ensure a rapid and ocused approach to ault resolution.
Basic Network Monitoring Service (BNMS) The BNMS provides comprehensive network surveillance by providing 24-hour monitoring o the network inrastructure. In the case o a ault condition, Ciena will triage the alarm or event then notiy the customer’s support engineers and provide initial alarm details.
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Provides 24-hour surveillance, monitoring and management services to address the business-critical need or continuous network availability and minimal downtime
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Eliminates CAPEX through a no-cost investment in the network management inrastructure
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Reduces OPEX dramatically by reducing 24 x 7 operations stafng and leveraging Ciena’s economies o scale and skills
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Reduces on-site stafng requirements
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Eliminates ongoing engineer training costs or new products, sotware, and eatures
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Addresses network issues head on with the right level o skills to solve the problem in the optimum amount o time
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Ensures quality o service delivery and drives ault resolution with accuracy and speed via stringent Service Level Agreements (SLAs)
Flexible Outsourcing Propositions Building upon the RNMS and BNMS, Ciena oers urther NOC propositions that provide lexible and partial outsourcing solutions to counter the pressures o OPEX, resource, and skills shortages—while enabling tight control o network assets. These propositions are: >
Jumpstart Operations
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Remote Proessional Services
JumpStart Operations Ciena’s Jumpstart service provides a managed operations approach to the introduction o new technologies into your network and seamlessly ollows on rom Ciena’s Design, Planning and Implementation services. Ciena will manage your new product introduction in a Build-Operate-Transer delivery model, covering all the bases to ensure a streamlined integration with dramatically reduced risk. BuildOperate-Transer is a amiliar product introduction strategy that overcomes the challenges related to relatively short-term needs or experienced and knowledgeable resources. The strategy copes with additional build and operational requirements o a new technology and maximizes the beneits outlined in the preceding sales cycle. Ciena will provide a comprehensive Build phase perorming architectural and detailed design, site engineering, installation, turn-up and acceptance. In the later stages o the Build phase, the Operate phase will begin and a progressive handover will take place. The three base service elements o the Operate phase are described below.
Network Management will be perormed through Ciena’s remote NOC acility and typically ollows the RNMS scope. Ciena will provide continuous, proactive network surveillance, triage, troubleshooting and ault resolution, while also handling network events, bringing new network elements on line and perorming circuit provisioning and device coniguration as required.
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Managed Spares enables you to leverage Ciena’s widespread geographical stocking locations and highly eicient logistics capabilities to eliminate the requirement and expense o stocking your own spares. Ciena provides three SLAs to meet all levels o operational demand and network redundancy, including Next Business Day Dispatch and Next Day Delivery or highly protected networks able to tolerate short-term outage conditions, and 4-Hour Replacement or missioncritical networks with accelerated restoration requirements. Engineer Dispatch is perectly aligned to Managed Spares in that the SLA’s are exactly the same in order to provide a complete resolution service; Ciena provide geographically placed certiicated ield engineers to perorm onsite trouble shooting and device replacement under direct management o the operations sta in the NOC. Ciena’s Jumpstart Operations program allows you to accelerate your new product introduction plans, reducing the time to market or new services, and time to beneits in terms o operatio nal eiciencies. Many customer operations organizations are dimensioned or steady-state maintenance; introducing new technologies, processes, and tools can prove a real challenge and slow down progress. Jumpstart will enable Ciena to become virtual members o your team to seamlessly introduce the new inrastructure, handing over operational control when a steady maintenance state has been reached and your engineers are ully up to speed.
Remote Professional Services Aligned and integrated with our RNMS and BNMS, Ciena provides additional remote proessional services. Depending on network size and complexity, these tasks can be essentially one-o in nature and o ten require specialist expertise; customers can adopt a right-irsttime approach to these tasks while leveraging Ciena’s expert knowledge and skills to provide these services. Training sta and maintaining knowledge to perorm isolated tasks can be costly and introduce operational
errors with inrequent skills usage. Below is a partial list o these services: >
Circuit Provisioning
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Equipment Provisioning
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Network Coniguration and Reconiguration
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Event Management
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Sotware Upgrade
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Inventory Data Collection
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Protection Analysis
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Network Documentation Development
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Capacity Management
These services are typically tailored to meet individual customer needs, which will always be deined upront as part o the service discovery process. Ciena will provide as much or as little input to the service as required, enabling the customer to leverage their on-the-ground resources and capabilities. Ultimately, Ciena can provide a comprehensive service to plan, execute, and operationalize network changes prior to a controlled handover to the customer. Many o these types o tasks are perormed in the quiet hours during allocated maintenance windows, and in many cases present a peak requirement in staing which may be a challenge or organizations scaled to provide steady-state maintenance activities. Ciena provides resourcing lexibility to perorm detailed and oten labor-intensive tasks in the optimal time, making the most eicient use o maintenance windows with a reduced risk o regression or back out. Ciena’s Remote Proessional Services portolio enables customers resourcing lexibility to choose the most experienced and knowledgeable resource to successully plan and execute operational tasks. This lexibility will provide a right-irst-time approach, ensuring minimal usage o maintenance windows and signiicantly reducing the risk o ailure and regression.
Ciena’s Network Operations Center The three oundation pillars o eective and eicient network operations are People, Process, and Technology. Ciena has invested signiicant time and resources into establishing and maintaining a successul network
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operations environment and expanding capability to manage urther parts o the Ciena product portolio.
People Knowledgeable and experienced people are a key asset or any NOC operation. Establishing and maintaining knowledge in ront-line sta pays dividends in the speed o ault resolution and overall productivity. Ciena’s operational structure is based on placing the right level o knowledge at the right place and at the right time. >
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Experienced ront-line engineers skilled in a broad range o customer networks across various technologies perorm a wide range o tasks, rom resolving customer issues to perorming preventative maintenance on customer systems The operations management team is responsible or the day-to-day supervision o the Ciena NOC engineers and overall delivery o managed services to customers. The operations manager serves as the primary escalation point or the Ciena NOC engineers and customer personnel or service-related issues A highly experienced 24-hour technical support organization provides proven troubleshooting skills, driven by Kepner & Tregoe certiication. Technical support is seamlessly connected to the Ciena NOC and ready to support ront-line engineers when required
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Front-line Ciena NOC engineering sta hold an average o eight years experience in isolating issues on client networks, regardless o the connection type Ciena engineers progress through a structured program o learning and proven experience, rom associate through proessional levels, in their chosen specialty (Carrier Ethernet or Optical Communications) Front-line NOC engineers must have at least three years o relevant experience, and continue through a program o cross-training by lead specialists, and are sponsored to a chieve wider industry qualiications Engineers are encouraged to adopt two senior technical mentors to validate and drive career plans and technical learning
Processes Well-understood and highly practiced processes, tightly coupled with eective systems, are critically important to a smooth-running NOC operation. Timely communication and prompt escalation are vital to meet stringent SLAs or mission-critical networks. Ciena specialists have established a set o best-practice processes and ensure Ciena NOC engineers maintain a strong working knowledge o these processes. >
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Both technical and managerial escalation ensure the right level o ocus and technical knowledge are applied to the problem Practiced ault isolation and troubleshooting processes enable a structured and ordered approach to solving complex issues A Customer Playbook provides the process blueprint or dealing with customer-speciic issues
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Detailed onboarding processes include a comprehensive requirements capture phase to ensure a right-irst-time approach and rapid path to operational readiness
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Front-line processes are industry-compliant to ensure service delivery quality and best practices
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Ciena is a TL9000 and ISO9001 certiied services company Front-line processes and operating practices are SSAE 16 Type II certiied, providing assurance o operational stability, reliability, and scalability to existing and prospective customers
Technology Ciena’s NOC management architecture provides monitoring and management capabilities that enable the timely identiication o perormance impacting aults and events, the diagnosis and resolution o technology issues, and the automation o routine tasks. Based on the device or level o service request, the Ciena NOC utilizes a combination o the ollowing technologies: Orion’s SolarWinds; HP’s OpenView Network Node Manager (NNM); Microsot’s System Center Operations Manager (SCOM); components o the NetIQ AppManager Suite; NetCool probes to monitor and manage customer applications and inrastructures; and Ciena’s OneControl Network Management System. The Ciena NOC can integrate with and manage virtually any system management platorm that is SNMP-compatible. This best-in-breed monitoring approach provides high availability, robust device/interace perormance, and capacity utilization data/metrics. These technologies are evaluated constantly and will change over time in an eort to continuously improve our NOC’s ability to meet changing customer needs and requirements. The Ciena NOC utilizes a trouble ticketing system called Network Tracker, developed inside Ciena. This specially developed system provides a signiicant level o lexibility in terms o customization and urther eature development. Network Tracker enables ault reporting and tracking in the same manner as other commercially available trouble ticketing systems, but oers unique customer notiication and automated escalation eatures. Network Tracker also interaces directly with Ciena’s external customer Web portal so customers can monitor the progress o ault resolution.
Figure 1. Ciena’s integrated Network Operations Toolset provides continuous network surveillance, rapid ault identifcation and an accelerated troubleshooting methodology enabling ront-line operators to quickly resolve network issues
The Ciena customer Web portal serves as the integration point o managed services customers with the NOC’s world-class People, Processes, and Technology. The portal provides a platorm or communication between customer sta and the Ciena NOC or service perormance and availability reporting. The Web portal provides the ollowing eatures and inormation: >
Technical documentation or all product releases
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Product-based technical support FAQs
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Product Change Notices (PCNs)
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Field Service Bulletins (FSBs)
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Active (and historical) support and RMA tickets
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Ability or customers to initiate support and RMA tickets online
Ciena’s Network Operations Center Functionality Customer Playbook To achieve eicient economies o scale within the NOC, Ciena simultaneously manages multiple customer networks. Ciena specialists employ a Customer Playbook or each network to ensure each service delivery is tailored to the customer’s unique reporting requirements. Operationally, this document immediately orients the ront-line NOC operator to the speciics o the customer’s network and details how aults should be handled to that customer’s speciication. Every Customer Playbook is detailed and ormatted consistently to ensure quick and easy access to key data. The Customer Playbook includes: >
Immediate contact details
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Speciic scope details Network details (node types, connectivity, and sotware release details)
A File Transer Protocol (FTP) site or service support ile transers
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A Ciena sotware download portal
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IP addressing inormation
Training inormation, including current class schedules, course outlines, and training locations
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NMS connectivity
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Speciic ault management procedures
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Notiication and escalation details
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Speciic SLAs
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Reporting requirements
Order status inormation or new equipment and new service orders Up-to-date Network Tracker trouble ticket status and history Posting o customer handbooks and monthly reports or Ciena NOC customer
A good example o how this inormation comes together is illustrated in the way Ciena manages
support or a large, high-speed optical network between Chicago and New York, in which multiple entities operate independently o one another. The common denominator in this network is Ciena product inrastructure, in conjunction with Ciena NOC-based monitoring/alarming, integrated with Ciena Level 2 and 3 support. In this example, however, each entity has a speciic support procedure, with dierent third-party vendors and internal communications requirements. A Customer Playbook was developed or each entity to ensure precise support requirements were established and maintained; all parties now have eicient and accessible inormation available to make rapid and eicient corrective measures.
Resilience Resilience to ailure is vital in the case o managing mission-critical networks. Ciena has taken multiple contingency measures to ensure the window on the network is continuously available or the most criticalneed customers. For this market, Ciena oers: >
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Two working, load-balancing Ciena NOCs in geographically diverse locations or hot redundant ailover
At the Ciena NOC acility, the ollowing electronic security measures are in place: VMware to provide virtual servers where logical unit numbers “LUNs” are established, to perorm partitioning and maintain customer conidentiality
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Security based on the ollowing best practices and standards: ISO/IEC JTC1/SC27, ISO/IEC 27001:2005, ISO/IEC 17799:2005, NIST 800 Series, and the CoBit Maturity Model
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Multiple security-related tools, SourceFire IDS
In addition, the ollowing physical security measures are in place to address added security unctionality: >
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Uninterrupted Power Supply (UPS) power system supporting all critical servers and NOC inrastructure
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Short-term battery backup supported by a dieselpowered generator plant NMS backups perormed every evening, with back-up media stored osite Disk mirroring in place to ensure the integrity o server data
For electronic security, Ciena uses a layered approach that envelops network devices a nd systems and oers additional protection or the NMS. Firewalls provide the irst point at which traic is inspected and dropped, depending on packet load. Intrusion detection resources use an updated subscription-based rule set to match and alert Ciena’s NOC sta o potential malicious traic 24 x 7. Network
24 x 7 intrusion detection and prevention systems to saeguard NMS integrity and customer conidential data
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Three working, load-balancing call centers in geographically diverse locations or hot redundant ailover
Security Both physical and electronic security measures are essential to ensure business continuity, customer conidentiality, and data protection. Ciena places great emphasis on maintaining high security levels throughout our operation.
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security engineers ollow the industry’s best practices or standardizing security on server builds, allowed protocols, access list controls, VLAN segregation, and ongoing log review to ensure any malicious traic is inspected, resolved, and reported.
Zoned key card access to multiple areas o the NOC acility Background security checks are routinely run on ront-line Ciena NOC sta Physical security sta presence on a 24 x 7 basis
The NOC acility currently provides Level 2 security or the U.S. Government Department o Energy and is compliant with National Institute o Standards and Technology (NIST) and Federal Inormation Security Management Act (FISMA) requirements, in addition to SAS70.
Connectivity Connectivity rom the Ciena NOC acility to the Data Communications Network (DCN) o the customer’s network or monitoring, management, and remote troubleshooting generally is made via a secure private encrypted Virtual Private Network (VPN) connection utilizing triple DES/AES 256bit encryption. Essentially, the VPN is a secure mid-span meet via the Internet. Alternatively, a dedicated MPLS connection can be established. Ciena typically recommends establishing two VPNs; our engineers can work directly with the customer’s IT sta to establish these through the necessary irewalls and other security appliances. I requested, Ciena can provide a ull turnkey endto-end engineering o the connections.
Service Level Agreements SLAs provide an essential component o service customization and are designed to align with the criticality o network availability and the level o protection built into the network. Ciena specialists have developed standard SLAs based on the service scope required by our customers.
During the onboarding phase o network management and monitoring, it is critical to capture individual customer requirements, clearly deining and reaching a mutual agreement or the inal SLA. It is also important to understand the critical nature o the network and the protection mechanisms that may be in place, which also can be central to deriving the right level o SLA. Service SLAs are reported on a monthly basis. Active SLA management is a key eature o Ciena’s NOC operation. Automated generation o SLA reports and real-time SLA alerts are essential in driving the required ocus and attention. The service management platorm Ciena employs allows service levels to be codiied within the incident management system and dynamically tailored to speciic contexts. SLAs are color-coded on the duration and escalation ields so that, when displayed in a supervisor’s dashboard, it is easy to see which incidents or alerts require immediate managerial intervention. The SLA engine within our incident management system proactively monitors its own progress using timers. To be inormed o the progress o SLA compliance, conigured email notiications and other event processes are created to generate the metrics necessary to monitor achievement o the guarantees automatically.
Customer Onboarding Based on their experience onboarding many customers, Ciena specialists have created a robust and structured onboarding process. Ciena has ound that a detailed inormation exchange at the beginning o the engagement, ollowed by an agreed program plan, complete with assigned roles and responsibilities, will prove successul in reaching operational readiness in the shortest possible timerame.
PLANNING
IMPLEMENTATION
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O&M Deep Dive
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Agree upon Milestones
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Agree upon Trial Success Criteria
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Identiy Project Participants and dependencies
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Develop Plan Deine Resource Requirements and Dependencies Identiy Risks and Mitigation Activities Progress Reviews and Reporting
Create Customer Handbook Design DCN VPN Connectivity Establish DCN VPN Connectivity Test DCN VPN Connectivity
OPERATION >
Ongoing Service Perormance Reviews
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SLA Managment
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Monthly Reporting
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Planned Outage Coordination
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Tracking and Escalation o WAN Issues
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Provision RNM Services
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Spares and FLM Coordination
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Test RNM Services
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End-To-End Fault Managment
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Setup Portal Access
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Triage And Prioritisatio n
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Acceptance
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Case Managment
4 WEEKS
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Ciena begins the onboarding process through an operational planning process, starting with a detailed customer questionnaire that solicits preliminary inormation such as site locations, VPN termination points, customer IT contacts, and VPN or MPLS requirements. This data-gathering is quickly ollowed up with an operations and management discovery meeting to validate and conirm the inormation
provided, answer clariication questions, and reach agreement on the speciics contained within SLAs and milestones on the path to operational readiness. Given the level o detail obtained at the operations and management discovery session, the implementation phase begins with the development o the Customer Playbook and, in parallel, the design and engineering o the VPN connections. Once testing is complete and nodal management is achieved, the Ciena NOC team will declare operational readiness.
Technology Coverage Technology and product knowledge are vital to ensure rapid resolution and recovery, which go hand-in-hand with econo mies o scale and the experience o managing multiple products in a busy NOC environment. Ciena’s optical and Ethernet network specialists provide management and support over multiple technologies, including: >
Photonics
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SONET/SDH (RPR, LCAS, GFP)
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OTN
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Optical Control Plane (GMPLS, ASON, OSRP)
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Carrier Ethernet (PB, PBB, PBB-TE, PLSB, OEL2)
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IP and MPLS (Ethernet VPN and IP VPN technologies)
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IP Routing (BGP, OSPF, and IS-IS) and IP Multicast
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Storage Networking (Fiber Channel, ESCON, FICON)
In addition, Ciena’s ront-line network operations sta has extensive network management expertise across numerous technologies. Some o these include, but are not limited to, Frame Relay, ATM switching, MPLS (architecture and deployment), Voice over IP, Video over IP, multicast, and unicast—all o which are managed 24 x 7 x 365 over dierent types o delivery methods: wireless, satellite, optical, and copper-based circuits. Currently, Ciena’s ront-line network operations sta manages over 3,000 network devices rom multiple vendors including, but not limited to, Cisco , Ciena, F5, Juniper, CheckPoint, Red Line, SourceFire, Nortel, Brocade, Fortinet, 3Com, and Riverbed.
Information Technology Infrastructure Library (ITIL) The ITIL ramework is a set o approaches and practices that guide service management organizations in the eective governance o networks and IT organizations. It provides ocus on the continual measurement and improvement o the quality o IT service delivered, rom a business and a customer perspective. Ciena’s NOC and its partners’ implementation o the ITIL ramework include a comprehensive set o best practices that are used to execute
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Case Studies Case Study: Tier One Network Provider Ciena currently provides the Basic Network Monitoring scope to a Tier One Carrier Managed Services (CMS) provider. Initially, the Ciena NOC provided a remote and redundant (back-up) 24 x 7 NOC acility to ensure business continuity and rapid recovery. Ciena NOC ensures customer business continuity by tracking all alarms and event closures and stepping in when there is a risk o SLA compromise.
Case Study: Mission-Critical Financial Services Ciena currently provides Remote Network Management services to a customer in the inancial sector with a mission-critical network o 26 nodes. Ciena provides a 24 x 7 NOC operation that augments the customer’s 8am-to-5pm business day operations. The customer has decided to outsource the out-ohours operation to Ciena, thereby saving the operational expense o a 24-hour operation.
network service management, which oers a number o beneits to our customer base. These include increased competitive advantage through cost reduction, growth, and agility; more business eiciency through streamlining o processes; enhanced value through business and operational and goal alignment; and improved customer and user satisaction. Ciena’s NOC is committed to providing high levels o quality, consistency, and continual improvement to all its customers. As a result, Ciena’s NOC Managed Services integrate the ITIL ramework into our operations to create consistent high quality and enable us to partner more eectively with our customers to enable their business objectives. Coniguration, change, and incident management are a ew o the many ITIL practices and approaches Managed Services utilizes to gain a competitive advantage.
Network Reliability and Interoperability Council The NRIC partners with the FCC, the communications industry, and public saety organizations to acilitate enhancement o emergency communications networks,
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homeland security, and best practices across the telecommunications industry. Their recommendations ocus on assuring optimal reliability and interoperability o wireless, wireline, satellite, cable, and emergency communications networks.
Why Ciena? Incorporated in 1992, Ciena has been providing technical support and network management services since its inception. We have enhanced our capabilities through the 2010 acquisition o Nortel’s optical products business, and today Ciena has over 1200 customers. Our team o specialists provides a vast array o warranty services, technical support, managed spares, engineer dispatch, and network management services in a rapidly changing and competitive technology landscape. Ciena’s technical support organization has over 200 specialist engineers that provide proactive and immediate reactive support to customers on a 24 x 7 basis. Engineers are trained and certiied rom Level 1 through Level 4 through a robust accreditation program.
Ciena’s network management and technical support heritage has demonstrated the ollowing: >
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Ciena currently provides NOC monitoring and management to dozens o leading telecom, cable, enterprise and government customers worldwide on a 24 x 7 x 365 basis Current NOC customers include Tier One network providers to mission-critical networks in inancial, medical, retailing, and government vertical markets A well-deined and seamless interace between ront-line NOC engineering and the wider technical support organization Ciena’s recent MTTR metric has been less than our hours or 100 percent o instances, with all events being acknowledged in under two minutes and all trouble tickets opened in less than 10 minutes Ciena provides reactive troubleshooting services (through our remote VPN), perorming ault-inding o network issues and driving resolution through ield level maintenance and spares management to a wide and diverse customer base (more than 300 globally) Ciena provides a Resident NOC Consultancy to customers on a global basis Ciena regularly delivers related proessional services to NMS customization On average over 700 trouble tickets processed per week, with 300 RMA and repair and return requests, and the remaining 400 tickets troubleshooting cases
o specialists who collaborate with you to build a system o resources you can trust to achieve your critical objectives, with best-o-breed solutions that optimize network eiciency and perormance. The Ciena Specialist Services portolio provides the lexibility and level o expertise needed to address today’s and tomorrow’s operations requirements, so you can choose precisely how you would like to engage with us. The portolio is divided into our unique service suites— Consult and Design, Implement, Manage and Maintain, and Ciena Learning Solutions—that combine to provide unparalleled support throughout the entire service liecycle.
About Ciena Ciena is the network specialist. We collaborate with customers worldwide to unlock the strategic potential o their networks and undamentally change the way they compete. With ocused innovation, Ciena brings together the reliability and capacity o optical networking with the lexibility and economics o Ethernet, uniied by a sotware suite that delivers the industry’s leading network automation. We routinely post recent news, inancial results, and other important announcements and inormation about Ciena on our Website. For more inormation, visit www.ciena.com.
To learn more about Ciena Specialist Services, call (800) 207-3714 US or +44-20-7012-5555 International, or visit us at www.ciena.com
Ciena Specialist Services Ciena Specialist Services is a comprehensive services practice designed to help you maximize your network inrastructure investment. We oer an extensive team
Ciena may rom time to time make changes to the products or specifcations contained herein without notice. Copyright © 2013 Ciena® Corporation. All rights reserved. SB005 3.2013
Networks that change the way you compete.
