Summary

Question

Customer Environment

Resolution

To change a Ruckus support contract from Partner Support to End User Support (or vice versa), follow these detailed steps:

End Users:

1. Contact Your Reseller:

   • Reach out to the reseller from whom you purchased the partner support contract.

2. Request a Quote:

   • Ask the reseller to provide a quote for changing the support contract from Partner Support to End User (Direct) Support.

3. Place a New Purchase Order:

   • Once you receive the quote, place a new purchase order with your reseller.
   • Ensure that the new purchase order includes all necessary details to change the support contract type.

4. Provide Required Information:

   • Old Purchase Order Number (PO#)
   • Serial Number(s) of the device(s)
   • SKU/Part Number of the old support contract

Resellers:

1. Contact Your Distributor:

   • Get in touch with your distributor to initiate the process of changing the support contract.

2. Place a New Purchase Order:

   • Place a new purchase order with the distributor.
   • Include the following details in the new purchase order:
     • Old Purchase Order Number (PO#)
     • Serial Number(s) of the device(s)
     • SKU/Part Number of the old support contract

3. Request Credit for Previous Contract:

   • Request any applicable credit for the previous support contract from the distributor.

4. Provide Required Information:

   • Old Purchase Order Number (PO#)
   • Serial Number(s) of the device(s)
   • SKU/Part Number of the old support contract

By following these steps and providing the necessary details, the transition from Partner Support to End User Support (or vice versa) can be smoothly handled.

 

• Submit Documentation:

  • Provide any required documentation or proof of purchase. This may include the original purchase order, proof of ownership, and any authorization letters from the partner and end user.

• Authorization:

  • Obtain authorization from the current partner to transfer the support contract to the end user. This might involve a formal request or approval from the partner.

• Ruckus Support Review:

  • Ruckus Support will review the submitted information and documentation. They may contact you for additional details or clarifications.