WatchDog Partner Premium Support provide customers with the below benefits:
- 24X7 technical assistance by Ruckus Support Representative
- Ruckus case tracking, management and escalation processes are invoked
- 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.
- Software updates and upgrades directly available to the end customer via the support portal (Only if the PO has end customer name on it)
- Full knowledge base access for the partner and end customer
However, in this program, Ruckus does not support the end users directly. For the End user:
- The Partner is the only contact point
- The Partner is responsible for managing the request through resolution
- Partners may offer additional services beyond the normal WatchDog program
End users contacting Ruckus with WatchDog Partner Premium Support, will be redirected to their Partner.