Ruckus Wireless offers quality, knowledgeable, responsive worldwide technical support for its Smart Wi-Fi systems. To augment its own support capabilities, Ruckus Wireless teams with qualified and highly-skilled distributors and resellers who offer end-user support. These support partners provide Level 1 and/or Lever 2 support services to end users, using support engineers who have been trained and certified on Ruckus Wireless products. Premium support delivers access to an online knowledge base, complete documentation and user forums. In addition, Ruckus Wireless technical support professionals are available via: phone, e-mail, support web. Premium Support customers receive access to software upgrades for the products they purchased as well as invitations to participate in Beta programs. Premium Support customers are also entitled to advanced hardware replacement if required.
Ruckus Partner Premium Support - Extended service agreement (renewal) - advance parts replacement - 5 years - shipment - response time: NBD - for ZoneFlex R710
- Advance parts replacement
Service & Support:
- Extended service agreement - advance parts replacement - 5 years - shipment - response time: next business day
- Technical support - phone consulting - 5 years - availability: 24 hours a day / Monday-Sunday
- Product info support - e-mail consulting - 5 years - availability: 24 hours a day / Monday-Sunday
- Product info support - web support - 5 years - availability: 24 hours a day / Monday-Sunday
- Product info support - web knowledge base access - 5 years
- New releases update - 5 years
- Level 3 phone and e-mail support
Technical support from a Ruckus Technical Support Engineer is available via phone or email. Telephone calls are answered by a customer service agent who collects initial information and assesses the urgency of the situation. After-hours telephone calls are forwarded to an English-speaking answering service, and a Ruckus technical support engineer will respond within 30 minutes from receipt of the call.
- Do-it-yourself with Ruckus web support
Ruckus web support contains comprehensive product information including manuals, technical documentation, and software updates. Some of this information is publicly available but some of the content is offered only to support customers. Support customers may be proactively notified via email when content is posted.
- Hardware replacement
In the unlikely event of a hardware failure, Premium Support customers may receive a replacement unit in advance of return shipment. All returns must be authorized and assigned RMA numbers in advance by a Ruckus technical support engineer. Premium Support customers must ship failed unit (s) to Ruckus within fifteen (15) calendar days from the date of receipt of replacement product (s). Ruckus reserves the right to bill for units not shipped within this time. The replacement unit may be refurbished, at the option of Ruckus Wireless.
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