Ciena Specialist Services Standard Hardware Maintenance Service - extended service agreement

Ciena's Services leverage the specialist engineers as virtual members of your team to deliver critical network operations and support functions. The specialists can work with you to combine specific services into a comprehensive operations and maintenance package, that offers a turn-key or managed service solution, designed around your unique requirements and expectations. Ciena provides 24 x 7 x 365 support for call response, case logging, and critical problem resolution. Ciena works to aggressive service level targets for all call priorities, with service-affecting or business-critical issues being worked continuously until resolved. On critical issues, the technical support team adheres to rigorous timelines for problem resolution, escalation to more specialized support, and automatic notification to senior support and executive management.