How can a VAR view their End User's account?

Summary

Article provides instructions on how a VAR contact can view their End User's account to manage end users assets, licenses and support contracts

Question

Customer Environment

Ruckus Partners

Workaround

If there are any issues or errors, please contact Ruckus Customer Support with the below information

Screenshot of the error message
VAR login email id
End user login id
Name of the VAR company account
Name of the End user company account

Resolution

VAR/Reseller/Partner contacts can view what their end users have purchased, I.e. Registered assets, licenses, activated support contracts, To be activated support contracts, Cloud subscription, etc by masquerading as the end user. All this can be accomplished at Ruckus Wireless Support portal

Note: You (Partners) can masquerade as the end user, only when the PO/SO processed with Ruckus had your(Partners) account name on it.

In order to view end users products and licenses, both the VAR and the end user contact must have created their support login account for the Ruckus Wireless Support portal. If you do not have a support login, you can request for one at https://support.ruckuswireless.com/registration

Need help with the registration? - refer article https://support.ruckuswireless.com/articles/000002021

Once you are logged into the Support portal, follow the below steps to masquerade as the end user:

Click on View Customers
The VAR contact should be able to view the list of end users
Click on the end user account name
Click on Switch To The Account
Now the VAR/Reseller contact can Masquerade as the end user contact. Note the bar at the top of the Ruckus Wireless Support portal
You can stop "masquerading" as the End User contact, by clicking on "Return to being yourself".

Further, you can click on Cases, and Assets to view the product, licenses, and support contract details of the end user.

You will also be able to Activate Purchase, Register Warranty, and Download Licenses for your end user.

In case if you do not see Switch To The Account option and have the warning message as This account requires explicit permission from the admin in order for you to access it. please note that it is because of the end user dealing with 2 or more Reseller.

User-added image

In order to get access to such end customers, end user contact needs to give viewing permission to the VAR contact. So, please have your end customer to delegate their account. Below are the steps that are need to be performed in order to delegate:

The end user contact must log in to https://support.ruckuswireless.com/
Click on my My Support Account
Click on Delegate Account
Enter the email id of the VAR/Reseller contact and click on Allow Masquerade
Now the access is delegated to a VAR/Reseller contact
And the VAR/Reseller contact has permission to view the end user's account

Article Number:
000003780

Updated:
July 17, 2024 01:16 PM (4 months ago)

Tags:
Website Access, Website Services, Registration, Ruckus Support Services

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