Bulldog Support delivers Ruckus fundamental support, combined with dedicated Operational and Technical expertise. Bulldog Support deliverables are designed to assist customers to scale to meet their end-users demands, reliably and economically.
The program enables customers to:
- Dedicate operations staff to concentrate on high-priority tasks that drive business value.
- Obtain network stability and efficiency.
- Leverage expert guidance to evaluate the functional readiness of the network to meet operational demands.
- Monitor and identify incidents that are reported in real-time, allowing for rapid intervention and response. – Ruckus Diagnostics Dashboard (RDD) must be enabled.
- • Reduce the Mean Time to Repair (MTTR) – the time needed for problem identification, troubleshooting, and repair.
- Benefit from Ruckus's expertise to scale the network over time and maintain high performance.
BULLDOG SUPPORT
All Bulldog Support contracts provide a Customer Success Manager (CSM) and access to a pool of Technical Support Engineers (TSE) dedicated to the Bulldog Support Program to deliver the expertise, understanding, and experience you need. Bulldog delivers a suite of services leveraging our distinctive expertise in developing and evolving successful carrier Wi-Fi and enterprise switching networks. We bring this expertise to all customers who have similar highly rigorous requirements.
COVERAGE REQUIREMENTS
All assets within the customer network must be covered to obtain Bulldog support.
- For Controller-based products, support must be purchased on the controller and on all Access Point (AP) licenses installed on the controller.
- For Software applications, support must be purchased on the application and on the licenses associated with that application.
- Support must be purchased on a per-AP basis for APs that are not connected to a controller (including Unleashed).
- For Switches, -RMT (remote) level support is required on each switch at a minimum.
- • A variety of Hardware replacement options are available for Access Points and Switches. See below under “Hardware SLAs” for more details.
HARDWARE SLA’S
- Return to Factory parts replacement on outdoor access points, extending warranty beyond the standard one-year period. – Initial purchase available for 3 or 5-year terms.
- For switches, 4-hour parts replacement is available in certain geographies. Contact your sales representative for further details
- No-return RMA handling on switches – provides customers the option to obtain RMAs without requiring return of the defective hardware. This provides for secure destruction of defective hardware by the customer.
- No-return RMA handling on switches with new product replacement – provides customers the option to obtain RMAs without requiring return of the defective hardware. This provides for secure destruction of defective hardware by the customer. The RMA replacement is a new product of model replaced. This offering is part of a lifecycle program with specific parameters. Contact your sales representative for further details.
Ruckus Management Notifications
Ruckus Support Case Priorities and Target Response Times
