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What Covers under WatchDog Partner Premium Support?


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.