https://community.ruckuswireless.com/t5/Admin-and-Licensing/What-Covers-under-WatchDog-Partner-Premium-Support/m-p/34902#M4 <P style="margin: 0;">WatchDog Partner Premium Support provide customers with the below benefits:</P> <UL> <LI>24X7&nbsp;technical assistance by Ruckus Support Representative</LI> <LI>Ruckus case tracking, management and escalation processes are invoked</LI> <LI>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.</LI> <LI>Software updates and upgrades directly available to the end customer via the support portal (Only if the PO has&nbsp;end customer name on it)</LI> <LI>Full knowledge base access for the partner and end customer</LI> </UL> <P style="margin: 0;">However, in this program, Ruckus&nbsp;<B><I><U>does not support the end users directly</U></I>.</B>&nbsp;For the End user:</P> <UL> <LI>The Partner is the only contact point</LI> <LI>The Partner is responsible for managing the request through resolution</LI> <LI>Partners may offer additional services beyond the normal WatchDog program</LI> </UL> <P style="margin: 0;">End users contacting Ruckus with&nbsp;WatchDog Partner Premium Support, will be redirected to their Partner.</P> Thu, 23 Sep 2021 16:36:09 GMT sowmya_sowmya 2021-09-23T16:36:09Z https://community.ruckuswireless.com/t5/Admin-and-Licensing/What-Covers-under-WatchDog-Partner-Premium-Support/m-p/34902#M4 <P style="margin: 0;">WatchDog Partner Premium Support provide customers with the below benefits:</P> <UL> <LI>24X7&nbsp;technical assistance by Ruckus Support Representative</LI> <LI>Ruckus case tracking, management and escalation processes are invoked</LI> <LI>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.</LI> <LI>Software updates and upgrades directly available to the end customer via the support portal (Only if the PO has&nbsp;end customer name on it)</LI> <LI>Full knowledge base access for the partner and end customer</LI> </UL> <P style="margin: 0;">However, in this program, Ruckus&nbsp;<B><I><U>does not support the end users directly</U></I>.</B>&nbsp;For the End user:</P> <UL> <LI>The Partner is the only contact point</LI> <LI>The Partner is responsible for managing the request through resolution</LI> <LI>Partners may offer additional services beyond the normal WatchDog program</LI> </UL> <P style="margin: 0;">End users contacting Ruckus with&nbsp;WatchDog Partner Premium Support, will be redirected to their Partner.</P> Thu, 23 Sep 2021 16:36:09 GMT https://community.ruckuswireless.com/t5/Admin-and-Licensing/What-Covers-under-WatchDog-Partner-Premium-Support/m-p/34902#M4 sowmya_sowmya 2021-09-23T16:36:09Z