WatchDog Support
RUCKUS understands that every network is unique and requires a different level of technical support to meet the customer's business requirements. RUCKUS provides a single support contact for ICX Switching products purchased through all existing channels. Organizations facing the challenges of maintaining large or complex networking environments gain immediate access to RUCKUS expertise and resources to accelerate problem resolution, increase uptime, and improve overall efficiency.
All WatchDog supports can be found on their own individual product pages or purchase them below, more options can be found on individual product pages. Can't find the part you are looking for? Contact us today!
WatchDog End User Support Service-Level Options
WatchDog End User Support provides software and hardware support to ICX switching customers. Support includes 24x7 access to the Technical Assistance Center (TAC) (available through phone, chat and the web), software updates, online selfservice tools, and offers several hardware replacement options.
Service Levels Defined
To help customers meet critical business objectives, WatchDog End User Support offers two SLA options, providing increased flexibility and choice.
4-Hour Parts (4P)
Provides 4-hour response for parts replacement from the time RUCKUS has determined a replacement is required and confirmed dispatch with the customer. Physical installation of the replacement part and defective product return are to be performed by the customer. 4P is available in most major metropolitan areas worldwide1 and is available 24x7, including holidays. Offer also includes 24x7 access to the TAC, software updates, and online self-service tools.
Next-business-Day Parts (NDP)
Provides next-business-day response for parts replacement from the time RUCKUS has determined a replacement is required and confirmed dispatch with the customer3. Physical installation of the replacement part and defective product return are to be performed by the customer. NDP is available in most major metropolitan areas worldwide and is available on business days 9x5 local time to customer site. Offer also includes 24x7 access to the TAC, software updates, and online self-service tools. For ICX switches, this support is needed to provide next-business-day replacement of removable optics and LEDs, which are not covered under the RUCKUS Assurance Limited Lifetime Warranty.
Remote Technical Support (RMT)
Provides 24x7 access to the TAC, software updates, and online self-service tools. RMT support is available worldwide and 24x7, including holidays. This is a good option for customers who are satisfied with the parts replacement coverage available under the RUCKUS Assurance Limited Lifetime Warranty.
| Support Level Agreements (SLAS) | Technical Assistance Center (TAC) | RUCKUS Support Portal: Online Self Services, KB, and Case Management | Software Updates and Downloads (as available) |
|---|---|---|---|
| 4-Hour Parts (-4P) | 24x7 Access | Unlimited | Unlimited |
| Next-Business-Day Parts (-NBD) | 24x7 Access | Unlimited | Unlimited |
| Remote Support (-RMT) | 24x7 Access | Unlimited | Unlimited |
| Software Support (-SW) | 24x7 Access | Unlimited | Unlimited |
World Class Support Infrastructure
RUCKUS Technical Support is designed to provide optimal support for WatchDog End User Support customers. They can leverage the RUCKUS worldwide support infrastructure, expertise, best-practice guidance, and commitment to quality to maximize their network uptime.
| Case Severity | Technical Engagement Time | Communication Frequency | Management Escalation |
|---|---|---|---|
| Severity 1 Critical | Within 30 minutes | Updates every hour | 2 hours |
| Severity 2 High | Within 2 hours | Updates every day | 1 business day |
| Severity 3 Medium | Within one day | Updates every day | N/A |
| Severity 4 Low | Within one day | Updates every 3 days | N/A |
World Wide Coverage
RUCKUS WatchDog End User Support customers have access to a strong partner ecosystem capable of providing additional services, including onsite support if desired. In addition, toll-free numbers and local language support enable easy communication with RUCKUS Technical Support.
RUCKUS Expertise
RUCKUS Technical Support engineers have deep networking expertise and are trained to resolve network problems as quickly as possible to minimize downtime. Furthermore, RUCKUS Technical Support engineers receive ongoing training and certification to provide customers with the most skilled team to address their issues.
Commitment to Quality
Leveraging best practices and fostering a culture of continuous improvement, RUCKUS offers high-quality technical support for its networking solutions by investing in its processes, people, and partnerships. RUCKUS gathers customer feedback on service delivery, procedures, systems, products, and offerings, and makes necessary adjustments to optimize its processes. In addition, RUCKUS invests in its people through continuous education, providing customers a professional team with the networking expertise to quickly resolve issues.