About Support Center Ciena s Service Ticketing System for Customers. March 2006 (r 1)

Transcription

1 About Support Center Ciena s Service Ticketing System for Customers March 2006 (r 1)

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 Page 2

3 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 Page 3

4 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 your suggestions to ExtranetSupport@Ciena.com. Page 4

5 Ciena Support Portal Review Ciena maintains a secure web support portal environment that allows our customers with active support contracts access to important supportrelated 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. Documentation 1. Technical 2. Product Field Service Communications 3. Support Center Historical Service Ticket Access & Reporting Service Ticket s Online Support and RMA Submissions 4. FTP Access 5. Future Capabilities Page 5

6 Connecting to Support Center Application» After logging into the portal, simply click the Support Center application link: Page 6

7 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. Page 7

8 My Calls Page 8

9 Viewing Support Call Information Page 9

10 My ERs Page 10

11 Viewing RMA (Equipment Request) Information Page 11

12 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 ing 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 ed 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. Page 12

13 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 Support Request Form Page 13

14 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 ing 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 ed 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. Page 14

15 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 RMA Request Form Page 15

16 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 Page 16

17 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. Page 17

18 My Profile Page 18

19 Support Center s (Notifications)» Customer s 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 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 s.» s 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 Page 19

20 Support Center s Sample ER/RMA Notifications Sample Web ER Received Notice Sample RMA Shipment Notice Page 20

21 Support Center s Sample Support Call Notifications Sample New Call Notice Sample Call Closed Notice Page 21

22 Support Center s Sample ER/RMA Notifications Sample Web ER Received Notice Sample RMA Shipment Notice Page 22

23 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 ExtranetSupport@ciena.com. Page 23