Ruckus BullDog Support
Learn more about BullDog Support below. BullDog Support requires approval by Ruckus support and sales management.
BullDog support builds upon the foundation of Ruckus’ WatchDog offering by personalizing the experience for the customer. BullDog customers gain consistency by interacting with designated resources who understand their particular environment and deployment details. BullDog customers are assigned a Customer Success Manager who helps ensure the Ruckus team stays ahead of your needs by understanding your plans, activities and environment.
The BullDog Support Program is designed to deliver a services relationship for our premium customers that includes both world-class baseline product support as well as more advanced engagements. This support leverages our unique expertise in developing and evolving successful carrier Wi-Fi networks, and extends to those customers who are not carriers in the traditional sense, but have similar requirements in terms of performance and availability.
The BullDog Support offer can be customized to meet customer needs. The program has a set of standard deliverables and additional deliverables that can be provided as options on an a la carte basis.
NOTE: The deliverables shown below are for new BullDog Customers as of February 2018. Prior purchasers of BullDog can migrate to the new version, this is generally best done at contract renewal time. Please see your salesperson for details.
|BullDog Support Service Deliverables (Revised for New Purchasers as of February 2018)||Standard||Optional|
|Premium web access to support portal||X|
|24/7 access to technical assistance center||X|
|Access to designated worldwide major account support team||X|
|Accelerated response times||X|
|Annual deployment review||X|
|Technical and management escalation paths||X|
Success Management: Case Monitoring, Review Calls, Issue Reports, Business
|Advance replacement for controllers||X|
|Choices of Parts Replacement SLAs on Switches and APs, including 4-hour on switches and RTF on outdoor APs||X|
|Named, designated, local carrier support engineer||X|
|Dedicated engineer, 100% assigned to customer||X|
|Remote diagnostics of network and alert monitoring||X|
|No-return RMA Handling on Switches||X|
|SOW-based professional services engagements||X|