Support Process?

[charles_sprick1]

I've been extremely frustrated with guest wifi setup - all the docs I can find and the scattered forum posts seem to reference a world before all browsers started doing strict https certificate checks. All I want is to offer the same experience I see in national chains (Starbucks, Panera, etc.) and there's not a single up-to-date FAQ or anything here.

So I decided to open a support ticket (first one ever). My day is busy - I may or may not be available at various times, I'm a freelancer working with multiple clients.  Here's everything that is annoying me about the process.  Am I doing this wrong?

• Even though I'm signed in here when opening the ticket, I have to wait some period of time for a support agent to respond and then collect info that's already available (who am I, what's my number, what product, what serial # - this is IN MY PROFILE).
• My question is simple - setup guest wifi w/radius auth, what is best current practice for this on Ruckus. I don't need a call, I just need a pointer to a HOWTO or if there isn't one, an email response outlining what you tell the other other customers that want guest wifi w/radius auth setup.  I'll make my config match whatever you want and then we'll go from there
• Instead, I get an email back demanding a call. I hate the phone, I will choose text or email always. Also I can't promise I'll be available at any particular time (again, don't have to do that with email).  So I pick a range of times. I'm outside when a call w/o caller ID comes through, and I missed my chance by the time I notice there's a missed call, possibly from Ruckus.
• Later I get an email that I've missed a call so I give another block of time.  This time the support agent ignores the phone # in the ticket, ignores the phone # in my profile, and calls the main number of the client.  They have no idea what he's talking about.  So I miss another call.  The support agent calls after the window at the correct number and I'm not here.
• This I guess gives them license to just dump this back on me and I've not heard anything since.

Is this basically how support works?  A phone call for a simple "how to XYX" seems crazy, esp. when we're dealing with what I assume is offshore support.

[michael_brado]

Hello Charles,

   I've been a customer and in tech support, and I prefer email over phone calls too (as a customer).
As a TSE, I also prefer to have a chance to research the topic, and would probably send an email,
unless the customer asks for phone contact primarily.  I think our guys in your case were assuming
the quickest way to get in touch was the phone.  Did you say/ask that they contact you back by
email after opening your ticket?  But all that aside, still not a good experience so far, and I hope I
can help.

  I try to help customers find their own solutions (hopefully), and you mention you had found articles
and previous forum posts. I used our Support portal search bar with 'https webauth' and sorted thru
the articles about accessing a ZoneDirector or config on a SmartZone controller (I'm assuming you
have a ZD), and I found a couple KBAs that describe some issues, and about how ZD 9.13 may have
support or a CLI command workaround.

https://support.ruckuswireless.com/articles/000002334

Is HTTPS protocol for Guest Access login page, introduced in ZD 9.13 optional?
https://support.ruckuswireless.com/articles/000006012

   But... a Guest Access WLAN can only authenticate via a Guest Pass, or None (just pass-thru to
the optional Terms & Conditions, else go straight to their browser homepage).

  With regard to using a RADIUS server to authenticate guests for Wi-Fi, you need to consider a
WISPr/HotSpot authentication WLAN. This solution requires that you have an external AAA server,
and can setup a Login.html file on it to point user authentication to.  This file outlines the WISPr
authentication flow (ignore the Ruckus Confidential footer, its public now!).

https://support.ruckuswireless.com/articles/000002926

   And here is an article with a helpful Tech Note attached on how to configure secure HotSpots
on a ZoneDirector.https://support.ruckuswireless.com/articles/000002610

   If you wanted to use the ZD's database instead of an AAA server, it can host the Login.html file.
https://support.ruckuswireless.com/articles/000002039

   These are old version docs, but not a lot has changed on the ZD configuration side.  I hope that
they provide some helpful reference as you build your guest wi-fi solution.

[vinod_gangadhar]

Hi Charles,

We are looking into the issue & Manoj Samuel from Support will be reaching you for further assistance. 

Regards,

Vinod Gangadharan

Manager, Technical Support

[eightohtwoeleve]

MAC auth with pretty pages (like Panera, Starbucks) is made very simple using Ruckus alongside their Cloudpath offering. We use it and it's fantastic.

[manoj_manoj_qmy]

Hello Charles,

I have answered all your queries regarding WISPr workflow and Unleashed AP configuration.

Feel free to contact me for further assistance.

Regards,
Manoj Samuel.