SummaryArticle explains about the WatchDog Partner Premium Support benefits
QuestionWhat Covers under WatchDog Partner Premium Support?
Customer EnvironmentCustomers with WatchDog Partner Premium Support on their asset(S)
ResolutionWatchDog Partner Premium Support provide customers with the below benefits:
However, in this program, Ruckus does not support the end users directly. For the End user:
- 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
End users contacting Ruckus with WatchDog Partner Premium Support, will be redirected to their Partner.
- 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