The Ruckus WatchDog Support program for the enterprise
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Ruckus Wireless offers quality, knowledgeable and responsive worldwide support. Ruckus has a new support offering branded "WatchDog": to better meet customers & partners most demanding needs and increase their ease of doing business.
WatchDog Overview
Ruckus is introducing 3 new WatchDog support options:
- Partner WatchDog Premium support is purchased by Ruckus qualified VARs who provide level 1 & 2 support. Level 3 support is provided by Ruckus.
- WatchDog Premium support can be purchased by customers from authorized partners. Support is directly provided by Ruckus.
- WatchDog AP Advanced Hardware Replacement is a separate support option that can be used by either customer or partners requiring advanced replacement.
The table below summarizes what's included in the WatchDog support packages.
| Support Offering | Partner WatchDog Premium Support | WatchDog Premium Support | WatchDog AP Advanced Hardware Replacement |
|---|---|---|---|
| Support Provider | Level 1 & 2: Ruckus qualified VARs Level 3: Ruckus Wireless |
Ruckus Wireless | Ruckus Wireless |
| Phone / Email / Web Support | 24x7x365 Controller + AP | 24x7x365 Controller + AP | n/a |
| Support Web Access | Premium Level | Premium Level | n/a |
| Advanced Hardware Replacement | Controller Only Next Business Day | Controller Only Next Business Day | AP Next Business Day |
| Software Updates | Controller + AP | Controller + AP | n/a |
| Software Upgrades | Controller + AP | Controller + AP | n/a |
| Terms | 1/3/5 Yrs, co-term available on renewals | 1/3/5 Yrs, co-term available on renewals | 1 Year, co-term available on renewals |