Summary

Question

Customer Environment

Workaround

Resolution

The RUCKUS Customer Support portal offers several key features and services to assist customers:

1. Case Management: Allows customers to open, track, and manage support cases.
2. Knowledge Base: Provides access to articles, documentation, and solutions to common issues.
3. Software Downloads: Customers can download firmware, software updates, and patches.
4. Product Registration: Enables the registration of RUCKUS products for warranty and support purposes.
5. License Management: Manages software licenses and activations.
6. Training and Certification: Offers information on training programs and certification opportunities.
7. Community Forums: A platform for customers to interact with other users and share knowledge.
8. Technical Documentation: Access to detailed technical documents and user manuals.
9. RMA Processing: Facilitates the Return Merchandise Authorization process for defective products.

These features ensure comprehensive support and resources for RUCKUS customers to effectively manage their products and resolve issues.
 

Key Features of the Ruckus Support Portal

1. Ruckus Support Knowledge Base The Ruckus Support Knowledge Base is your go-to resource for almost all queries, both technical and non-technical. With a powerful search feature, you can easily find information by product. This extensive library of articles and documentation ensures that you have the information you need to resolve issues quickly and efficiently.

2. Open & Track Cases Need to report a problem or seek assistance? The Open & Track Cases feature allows you to initiate a support case with Ruckus and follow the activity through to resolution. You can add comments, receive updates, and stay informed about the progress of your case from start to finish.

3. Request and Track RMAs If you need to return a product, the Request and Track RMAs feature simplifies the process. You can create an RMA request, and Ruckus Support will review it, determine the entitlement, and generate the appropriate RMA type—Advance Replacement (AR) or Return to Factory (RTF). Once created, your RMAs will be displayed under CASES -> RMA's for easy tracking.

4. Forums The Ruckus Support Forums provide a space for you to exchange ideas and solutions with your peers. Engage with other Ruckus users, share experiences, and find community-driven support and insights.

5. Temporary License In situations where you haven't received your permanent license yet and need to install a product, the Temporary License feature offers a 30-day temporary license for the ZoneDirector. This ensures you can keep your operations running smoothly while awaiting your permanent license.

6. Registered Product Tracking Keep tabs on all your registered products with the Registered Product Tracking feature. This tool provides a list of all products registered under your account and displays the status of their support contracts, helping you manage your assets effectively.

7. Log Analyzer Analyzing log files can be complex, but the Log Analyzer tool simplifies this task. It interprets the results of log files, making it easier to understand and troubleshoot issues.

8. Support Chat For quick and convenient assistance, the Support Chat feature allows you to contact Ruckus and conduct support transactions using chat instead of phone, email, or portal cases. This real-time support option ensures you get help when you need it.

Access Levels

The Ruckus Support Portal offers three different types of access levels:

1. Guest Access
2. Premium Access
3. Warranty Access

For detailed information on the differences between Guest and Premium access, visit the Ruckus Support Portal Account Page.

Warranty Access is provided to customers who are part of an account registered with Ruckus but have no or expired support contracts. Note that customers under warranty-only access cannot obtain full site access.