Contacting RUCKUS Customer Services and Support

The Customer Services and Support (CSS) organization is available to provide assistance to customers with active warranties on their RUCKUS products, and customers and partners with active support contracts.

For product support information and details on contacting the Support Team, go directly to the RUCKUS Support Portal using, or go to and select Support.

What Support Do I Need?

Technical issues are usually described in terms of priority (or severity). To determine if you need to call and open a case or access the self-service resources, use the following criteria:

  • Priority 1 (P1)—Critical. Network or service is down and business is impacted. No known workaround. Go to the Open a Case section.
  • Priority 2 (P2)—High. Network or service is impacted, but not down. Business impact may be high. Workaround may be available. Go to the Open a Case section.
  • Priority 3 (P3)—Medium. Network or service is moderately impacted, but most business remains functional. Go to the Self-Service Resources section.
  • Priority 4 (P4)—Low. Requests for information, product documentation, or product enhancements. Go to the Self-Service Resources section.

Open a Case

When your entire network is down (P1), or severely impacted (P2), call the appropriate telephone number listed below to get help:

  • Continental United States: 1-855-782-5871
  • Canada: 1-855-782-5871
  • Europe, Middle East, Africa, Central and South America, and Asia Pacific, toll-free numbers are available at and Live Chat is also available.
  • Worldwide toll number for our support organization. Phone charges will apply: +1-650-265-0903

We suggest that you keep a physical note of the appropriate support number in case you have an entire network outage.

Self-Service Resources

The RUCKUS Support Portal at offers a number of tools to help you to research and resolve problems with your RUCKUS products, including:

Using these resources will help you to resolve some issues, and will provide TAC with additional data from your troubleshooting analysis if you still require assistance through a support case or RMA. If you still require help, open and manage your case at

Document Feedback

RUCKUS is interested in improving its documentation and welcomes your comments and suggestions.

You can email your comments to RUCKUS at

When contacting us, include the following information:

  • Document title and release number
  • Document part number (on the cover page)
  • Page number (if appropriate)

For example:

  • RUCKUS SmartZone Upgrade Guide, Release 5.0
  • Part number: 800-71850-001 Rev A
  • Page 7

RUCKUS Product Documentation Resources

Visit the RUCKUS website to locate related documentation for your product and additional RUCKUS resources.

Release Notes and other user documentation are available at You can locate the documentation by product or perform a text search. Access to Release Notes requires an active support contract and a RUCKUS Support Portal user account. Other technical documentation content is available without logging in to the RUCKUS Support Portal.

White papers, data sheets, and other product documentation are available at

Online Training Resources

To access a variety of online RUCKUS training modules, including free introductory courses to wireless networking essentials, site surveys, and products, visit the RUCKUS Training Portal at

Document Conventions

The following table lists the text conventions that are used throughout this guide.

Table 1. Text Conventions





Identifies command syntax examples

device(config)# interface ethernet 1/1/6


User interface (UI) components such as screen or page names, keyboard keys, software buttons, and field names

On the Start menu, click All Programs.


Publication titles

Refer to the RUCKUS Small Cell Release Notes for more information.

Notes, Cautions, and Safety Warnings

Notes, cautions, and warning statements may be used in this document. They are listed in the order of increasing severity of potential hazards.

Note: A NOTE provides a tip, guidance, or advice, emphasizes important information, or provides a reference to related information.
Attention: An ATTENTION statement indicates some information that you must read before continuing with the current action or task.
CAUTION: A CAUTION statement alerts you to situations that can be potentially hazardous to you or cause damage to hardware, firmware, software, or data.
DANGER: A DANGER statement indicates conditions or situations that can be potentially lethal or extremely hazardous to you. Safety labels are also attached directly to products to warn of these conditions or situations.

Command Syntax Conventions

Bold and italic text identify command syntax components. Delimiters and operators define groupings of parameters and their logical relationships.

Convention Description
bold text Identifies command names, keywords, and command options.
italic text Identifies a variable.

[ ]

Syntax components displayed within square brackets are optional.

Default responses to system prompts are enclosed in square brackets.

{x| y| z}

A choice of required parameters is enclosed in curly brackets separated by vertical bars. You must select one of the options.


A vertical bar separates mutually exclusive elements.

< >

Nonprinting characters, for example, passwords, are enclosed in angle brackets.


Repeat the previous element, for example, member[member...].


Indicates a “soft” line break in command examples. If a backslash separates two lines of a command input, enter the entire command at the prompt without the backslash.