The Ruckus WatchDog Support program for the enterprise

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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.

WatchDog Overview

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

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