The Ruckus WatchDog Support program for the enterprise
Ruckus Wireless offers quality, knowledgeable and responsive worldwide support. Ruckus has a new support offering branded "WatchDog": to better meet customers & partners most demanding needs and increase their ease of doing business.
Ruckus is introducing 3 new WatchDog support options:
- Partner WatchDog Premium support is purchased by Ruckus qualified VARs who provide level 1 & 2 support. Level 3 support is provided by Ruckus.
- WatchDog Premium support can be purchased by customers from authorized partners. Support is directly provided by Ruckus.
- WatchDog AP Advanced Hardware Replacement is a separate support option that can be used by either customer or partners requiring advanced replacement.
The table below summarizes what's included in the WatchDog support packages.
|Support Offering||Partner WatchDog Premium Support||WatchDog Premium Support||WatchDog AP Advanced Hardware Replacement|
|Support Provider||Level 1 & 2: Ruckus qualified VARs
Level 3: Ruckus Wireless
|Ruckus Wireless||Ruckus Wireless|
|Phone / Email / Web Support||24x7x365 Controller + AP||24x7x365 Controller + AP||n/a|
|Support Web Access||Premium Level||Premium Level||n/a|
|Advanced Hardware Replacement||Controller Only Next Business Day||Controller Only Next Business Day||AP Next Business Day|
|Software Updates||Controller + AP||Controller + AP||n/a|
|Software Upgrades||Controller + AP||Controller + AP||n/a|
|Terms||1/3/5 Yrs, co-term available on renewals||1/3/5 Yrs, co-term available on renewals||1 Year, co-term available on renewals|