What are Ruckus' Support Offerings?

Summary

Describes the types of Support Contracts available for Ruckus controllers and APs

Question

What support programs does Ruckus offer?

Customer Environment

Enterprise, SLED, Hospitality customers

Resolution

Ruckus offers the following WatchDog support programs, designed to meet the needs of Enterprise, Education, Hospitality, and many other customers.

801/821/S01/S21: Watchdog End-User Premium Support

WatchDog End-User Premium Support provides the safety net to ensure your network availability remains high and outages are minimized. Ruckus will answer your questions, assist with product configuration, diagnose issues, help identify interoperability problems with other products, and facilitate repair or replacement of defective units. Key Premium Support attributes include:

24X7 technical assistance by Ruckus Support Representatives
Ruckus case tracking, management and escalation processes apply
Hardware Advance Replacement for defective products with overnight delivery where available. Applies to physical Ruckus controllers only
Software updates and upgrades
Full knowledge base access

Access to technical assistance is available via the Ruckus support portal, phone and chat (Contact US). This includes both service and RMA requests. Additionally, the support portal provides a full knowledge base to assist with your service request, forums to discuss items with your peers, software downloads, case and RMA history, and a view of your registered products.

802/822/S02/S22: WatchDog Partner Premium Support

WatchDog Partner Premium Support includes most of the key features of End User Premium Support. There are three primary differences:

The Partner is the only contact point for the End customer
The Partner is responsible for managing the request through resolution
Partners may offer additional services beyond the normal WatchDog program

Ruckus provides the following services to the Partner as needed

24X7 technical assistance by Ruckus Support Representative
Ruckus case tracking, management and escalation processes are invoked
Hardware Advanced Replacement for defective products with overnight delivery where available, shipped directly to the end customer. This is only available for physical Ruckus controllers.
Software updates and upgrades directly available to the end customer via the support portal (Only if the PO has end customer name on it)
Full knowledge base access for the partner and end customer

803: WatchDog Hardware Advance Replacement and Redundancy SKUs

Hardware Advance Replacement (AR) support allows you to maximize network uptime by ensuring rapid delivery of replacement hardware in the event of a hardware failure.
This support can be purchased on the Backup controller and on all the controller connected AP's

806 (End User) and 807 (Partner): Standalone AP Support

These support offers are available for Access Points that are not connected to / managed by a controller. The support offers:

24X7 technical assistance by Ruckus Support Representative
Ruckus Support Web access, phone and chat support.
Software updates and upgrades, as available
Advance Replacement on Access Points

806 ULAP (End user (No AR)): Unleashed AP Support

End User Unleashed Support delivers the following to ensure the reliability and functionality of Unleashed networks:

24X7 technical assistance by Ruckus Support Representative
Software updates and upgrades, as available
Support web access to content and tools
This support does not offer Advance Hardware Replacement on Unleashed APs

808/828/S08/S28 : Hospitality Support

Hospitality Support includes most of the key features of End User Premium Support. There are three primary differences:

The Partner is the only contact point for the End customer
The Partner is responsible for managing the request through resolution
Partners may offer additional services beyond the normal WatchDog program

Ruckus provides the following services to the Partner as needed

24X7 technical assistance by Ruckus Support Representative
Ruckus case tracking, management and escalation processes are invoked
Hardware Advanced Replacement for defective products with overnight delivery available, shipped directly to the end customer. This is only available for physical Ruckus controller/devices depending on the SKU purchased (does not include HSP Spt for UNL "no Adv" rep - 808-ULAP-XXXX)
Software updates and upgrades directly available to the end customer via the support portal (Only if the PO has end customer name on it)
Full knowledge base access for the partner and end customer

Please refer to the below link for more information on Support Programs,
https://support.ruckuswireless.com/programs-watchdog

Article Number:
000001321

Updated:
July 11, 2024 02:27 AM (4 months ago)

Tags:
Website Issues, Support License Activation, Registration, Unleashed, ZoneDirector, ZoneFlex Indoor, ZoneFlex Outdoor, SmartCell Gateway, Ruckus Support Services, SmartCell Insight, Smart Wireless Services

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