Ruckus Partner Premium Support - Extended service agreement (renewal) - advance parts replacement - 1 year - shipment - response time: NBD MPN:827-R510-1000

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. 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. 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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