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Partner WatchDog
Premium Support
Support
Partner WatchDog Premium Support: Simply Better Support
Ruckus Wireless offers two support programs, both delivering high-quality, knowledgeable, and responsive worldwide
technical support for its Smart Wi-Fi Systems.
Resellers and distributors can offer their customers either End User WatchDog Premium Support, or Partner WatchDog
Premium Support. This document discusses Partner WatchDog Premium Support.
With Partner WatchDog Premium Support, Ruckus support partners provide Level 1 and Level 2 support services to end
users, with support engineers trained and certified on Ruckus Wireless products. If an event requires escalation to
Ruckus support, our partners will open a case on your behalf and provide you with updates on the status of the issue.
Smart Wi-Fi Systems: Partner WatchDog Premium Support Deliverables
Partner WatchDog Premium Support delivers the following to ensure the reliability and functionality of your system:
• Technical support through Ruckus Support Partners.
• Access to product information, technical documentation, software downloads, community forums and more via
Ruckus Web support at http://support.ruckuswireless.com.
• Software updates and upgrades, including bug fixes and maintenance releases, as available, for controllers
and APs.
• Advance Hardware Replacement on controllers.
For most customers, Partner WatchDog is all they need for high-quality support of their infrastructure. For coverage,
customers must buy support on the controller and on all AP licenses installed on the controller. Customers should
purchase the same term support (1, 3, 5 years) on both the controller and the AP licenses. For customers looking for
faster parts replacement or for customers with APs not connected to controllers, there are additional options.
For Access Points: WatchDog AP Advance Hardware Replacement (Separate Offer, Optional)
Under warranty, parts are replaced on a Return to Factory (RTF) basis. Indoor access points are sold including a limited
lifetime warranty. Outdoor access points are sold with a 1-year warranty. Click here for Warranty FAQs.
In the unlikely event of a hardware failure, customers may benefit from the additional speed and convenience offered
through the WatchDog AP Advance Replacement service. This service can be purchased as an add-on to the Partner
WatchDog Premium Support offer.
Partner Standalone Access Point Support (Only for Access Points not Connected to a Controller)
For Access Points that are not connected to a controller, Ruckus provides a full suite of deliverables with Standalone
Access Point Support, including:
• Ruckus Support Web access, plus L1 and L2 support through partners.
• Software updates and upgrades, as available
• Advance Replacement on Access Point hardware.
Note that the Partner Standalone Access Point Support should only be purchased by customers who don’t have their
access points connected to a controller.
Additional Details on Deliverables
Web, Phone, and Chat support. Ruckus Web support is available at http://support.ruckuswireless.com, and contains
comprehensive product information including information available only to Premium Support customers. To contact a
support engineer for assistance, please contact your reseller or distributor.
page 1
Partner WatchDog
Premium Support
Support
Software Updates and Upgrades
Ruckus software products are covered by a 90-Day Warranty. During the first 90 days following shipment of the
hardware product from Ruckus, customers are entitled to upgrade to the latest software release which may include bug
fixes that enable the Product to perform as stated in the then-current documentation. After 90 days, Partner Watchdog
Premium Support customers will receive software upgrades, as available, for the applicable hardware for the term of the
support contract.
Software documentation is accessible via the Ruckus Support Web Site,
http://support.ruckuswireless.com.
Advance Hardware Replacement
Partner WatchDog Premium Support customers are entitled to advance hardware replacement for a failed controller unit
in advance of return shipment. Premium support customers must ship failed unit(s) to Ruckus within fifteen (15)
business days from the date of receipt of replacement product(s). Ruckus reserves the right to bill customers for units
not shipped within this time. The replacement unit may be either refurbished or new, at the option of Ruckus.
Partner WatchDog AP Advance Hardware Replacement Customers are eligible to receive advance AP replacement for a
failed unit. AP Advance Hardware Replacement customers must ship failed units to Ruckus within fifteen (15) business
days from the date of receipt of replacement product(s). Ruckus reserves the right to bill customers for units not shipped
within this time. The replacement unit may be either refurbished or new, at the option of Ruckus.
Within North America, replacement shipments requested by 3 PM Pacific Time Monday through Friday are made via
overnight service to arrive next business day. Outside of North America, replacement shipments are made via overnight
service within two business days; actual delivery times will vary.
With Advance Replacement, Ruckus pays for shipment of both the replacement unit and for return of the failed unit.
Customers who do not ship failed units back to Ruckus within fifteen (15) calendar days are liable for the full retail value
of the replacement unit.
Partner Support Summary For Smart Wi-Fi Optional HW APs Not Connected
System Support
Support Offer Partner WatchDog Replacement Offer to Controllers
Support Deliverables Premium Support
Access to Technical Support Engineers WatchDog AP Partner WatchDog
L1 and L2 through Advance Standalone AP
Partner Support
Replacement
N/A L1 and L2 through
Partner
Support Web Access Premium N/A Premium
Advance Hardware Replacement AP only AP only
Software Updates and Upgrades, as Available Controller only Yes, AP only
No
Duration Controller and attached One year minimum,
APs One year minimum, multi-year discounts
multi-year discounts
One year minimum, available
multi-year discounts available
available
page 2
Partner WatchDog
Premium Support
Ruckus Escalation Procedures Contact Information
Escalation flow Name Role Contact Details
Partners who require an immediate update on the status of a TAC Center
support issue can request Ruckus Support to engage the Duty Primary Contact Phone contact is the preferred
Manager at any time. The escalation path is shown below.
Point for all support method for P1/P2 issues
related issues where partners need Ruckus
24/7 Team Ruckus Director/VP assistance.
Lead Duty Global
Support https://support.ruckuswireless.com
Manager /contact-us
Ruckus Management Notifications P1 P2
30 Minutes 2 Hours
Technical Support Managers 2 Hours 1 Day
Technical Support Director and VP
Global Support
Notifications are fully automated through the CRM system
CASE PRIORITIES AND SLAs
Ruckus Support Case Priorities and Service Level Agreements
In the event partners require Ruckus assistance on high-priority cases, the below
SLAs will apply from Ruckus to the partner. Partners are responsible for the SLAs
to their customers.
P1 – Critical P2 – High
Priority Network service is down Network or service is
Description and business is impacted. impacted but not down.
No known workaround Business impact may be
high. Workaround may
be available.
Initial Response time Within 30 Minutes Within 2 Hours
(Pending Ruckus Every 12 hours
Action)
Customer Update Every 1 hour
Frequency
All hours and days are calendar hours and days.
Partner WatchDog
Premium Support
ADDITIONAL SUPPORT DETAILS Ruckus Support Locations
Ruckus Support Operations are headquartered in Sunnyvale, CA, and we
Hardware Repair/Replacement have a well-established Technical Center of Excellence in Bangalore. We
have physical support labs in Sunnyvale and Bangalore, and have
Return to Factory (RTF) service virtualized those labs to provide worldwide access if needed by our
All returns must be authorized and assigned Return Materials distributed support engineers. These organizations are supplemented
Authorization (RMA) numbers in advance by a Ruckus Technical remotely by well-seasoned and veteran support engineers in the following
Support Engineer. To begin the RMA process, contact Ruckus locations: Boston, Miami, Mexico, Netherlands, Spain, UK, South Africa,
Technical support via the web portal, chat, or phone. Be prepared Malaysia, Shanghai, Shenzhen, Australia, Hong Kong, and Singapore.
to provide serial number(s) and a description of the problem. See
https://support.ruckuswireless.com/cases/new for full details. Note Corporate Headquarters are located at:
that you will need a login.
Ruckus Wireless
Advance Replacement, If Applicable 350 West Java Dr. Sunnyvale, CA 94089
USA
• U.S./Canada and EU Customers: Advance replacement units (650) 265-4200
are shipped within one (1) business day Monday through
Friday PST via overnight shipment. ORDERING INFORMATION
Delivery times will vary for locations outside of the U.S., Canada Ruckus Partner WatchDog Services are available globally. For details,
and EU. please contact your local Ruckus sales manager.
Warranty Guidelines
The most updated Ruckus Warranty terms can be found at:
http://support.ruckuswireless.com/warranty and a Warranty
FAQ can be found here.
The descriptions herein are provided for reference purposes only and
summarize the offers of the Partner WatchDog Support Program. The
Ruckus terms of service for such offering shall be solely set forth in the
Ruckus WatchDog Support Services terms.
About Ruckus
Ruckus Wireless (NYSE: RKUS) is a global supplier of advanced wireless solutions for the rapidly expanding
mobile Internet infrastructure market. The company offers a wide range of indoor and outdoor “Smart Wi-Fi”
products to mobile carriers, broadband service providers, and corporate enterprises, and has over 70,000
customers worldwide. Ruckus technology addresses Wi-Fi capacity needs driven by the massive adoption of
mobile devices such as smartphones and tablets. Ruckus invented and has patented state-of-the-art wireless
voice, video, and data technology innovations to ensure consistent and reliable distribution of delay-sensitive
multimedia content and services over Wi-Fi. For more information, visit http://www.ruckuswireless.com.
Copyright © 2016, Ruckus Wireless, Inc. All rights reserved. Ruckus Wireless and Ruckus Wireless design are Ruckus Wireless, Inc. www.ruckuswireless.com
registered in the U.S. Patent and Trademark Office. Ruckus Wireless, the Ruckus Wireless logo, BeamFlex, ZoneFlex, 350 West Java Drive
MediaFlex, MetroFlex, FlexMaster, ZoneDirector, SpeedFlex, SmartCast, and Dynamic PSK are trademarks of Ruckus Sunnyvale, CA 94089 USA
Wireless, Inc. in the United States and other countries. All other trademarks mentioned in this document or website (650) 265-4200 Ph \ (408) 738-2065 Fax
are the property of their respective owners. Revised January 2016.