Support and Services
Cyan is pleased to provide our customers with an innovative set of service and support programs, including access to Cyan's technical support resources. Cyan Customer Service offers responsive, value-added technical support to ensure best-possible system and network performance. Our multi-level service offerings allow you to choose the right mix of programs to meet your specific service and support requirements.
We combine business processes, people, and technology to achieve better service experience for our customers. Cyan customers can connect with Cyan Customer Service via multiple means: the phone, email, or through the Internet. Our comprehensive support management tools allow us to collect support requests and quickly assign the proper technical engineering resources to your service request.
Cyan Technical Assistance Center (CyTAC)
Cyan’s Technical Assistance Center, located in Petaluma, CA provides our customers with call support 24 hours a day, 7 days a week, 365 days a year (24 x 7 x 365). CyTAC engineers have extensive experience in large-scale, carrier-class networks. Around-the-clock web and telephone support offers single point of contact technical assistance for hardware, software, and networking issues.
You can reach CyTAC toll free at (877) 283-0033.
Cyan Network Operations Center (CyNOC)
The CyNOC program provides our customers with NOC services ranging from supplemental monitoring services to a complete suite of NOC services. CyNOC service programs offer 24-hour continuous system and network surveillance with manned coverage from 7:00AM to 7:00PM in any time zone where Cyan operates.
Knowledge Database Web-based Support
Cyan’s knowledge database provides a comprehensive set of online technical documentation, including planning and engineering, installation and configuration, quick reference guides, CLI and TL1 reference guides, release notes, Field Service Bulletins, frequently asked questions (FAQs), packet switching, and the CyMS configuration guide.
Coming soon, Cyan will provide online ticket management via a web-based browser interface that will allow customers to open and track their support cases. Cyan's web portal support provides access tools that will allow our customers to proactively address system and network issues and to improve system performance. Our knowledge base allows you to quickly pinpoint precisely the answer you need, across all support channels.
Software Updates and Upgrades
Customers can download new feature releases and software maintenance releases from Cyan’s Customer Service Web site. Both Cyan Z-Series system software and CyMS software updates and upgrades are available through the Customer Portal. Remote upgrade management is also available to our CyNOC customers.
Professional and Transitional Services
Cyan offers an innovative suite of professional services to ensure our customers successful deployments. We offer a full suite of professional services, from site surveys to test plan creation. In addition to complete EF&I services, we can assist you with network design, integration and migration planning, network performance analysis, and installation.
Hardware and Software Warranties
Cyan offers a full 5-year warranty on all Cyan hardware products. Cyan software and CyMS can be licensed on an annual basis. CyTAC support is included in the annual software license agreement.
Order Management
The Cyan Order Management team is responsible for the order fulfillment process. Order Management tracks an order each step of the way, from initial quote to final installation, as well as ongoing service and support. The tight integration between Order Management and the Cyan Service and Support applications allows us create a seamless process of issuing quotes, shipping products to client sites, and invoicing our customers.
CyU
Cyan's customer web portal provides a number of videos that cover training, education, installation examples, troubleshooting and so forth. Our videos are provided in the familiar and easy-to-use YouTube format, as well as popular browser-based Flash and Shockwave multimedia formats. The complete CyU video library is available to all customer portal subscribers.
For additional and detailed information on specific Cyan Customer Service support offerings, please contact your Cyan account manager.
To access our Customer Portal, please log in with your user account.