What Covers under WatchDog Partner Premium Support?

Summary

Article explains about the WatchDog Partner Premium Support benefits

Question

What Covers under WatchDog Partner Premium Support?

Customer Environment

Customers with WatchDog Partner Premium Support on their asset(S)

Resolution

WatchDog Partner Premium Support provide customers with the below benefits:
  • 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
However, in this program, Ruckus does not support the end users directly. For the End user:
  • The Partner is the only contact point
  • The Partner is responsible for managing the request through resolution
  • Partners may offer additional services beyond the normal WatchDog program
End users contacting Ruckus with WatchDog Partner Premium Support, will be redirected to their Partner.

Article Number:
000008663

Updated:
May 14, 2021 12:35 PM (over 1 year ago)

Tags:
Support License Activation, All

Votes:
1

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