Leveraging RUCKUS Support

You have 24/7 access to the RUCKUS Support Team. Whether you are opening a new case or have an existing one, TAC engineers will strive to assess, troubleshoot, and work on the reported technical issues or questions in a timely manner. The primary method of support is in English; however, selected languages are available during local business hours on a best effort basis.

Note: Self-help resources are designed to offer a quicker means to resolution compared to opening a formal case with RUCKUS Support. Before opening a support ticket, visit our multiple self-help resources. It is likely that the information or technical assistance you are looking for is documented already either on a KB article, community forum, how-to-guide, or a step-by-step instructional video. To access self-help resources, refer to RUCKUS Online Resources.

Cases can be opened via the following methods:

  • The RUCKUS Support Portal: By chat (fetchbot) or the online self-service. (Login required)
  • By phone: Call the number for your region and a RUCKUS Support representative will assist you.

Access the online self-service and consult the regional support phone numbers using the following link: https://support.ruckuswireless.com/contact-us.

Note: When creating a case, provide as much detail as possible about the technical issue for efficient investigation. If available, attach all relevant logs, packet captures, screenshots, or other information that will help TAC engineers assess the situation.

Every support case receives initial and subsequent responses based on validated technical severity. RUCKUS encourages you to select the severity that best matches the urgency of your required assistance based on the following list:

  • Priority 1 (P1) – Critical: Network or service is down, and business is impacted. No known workaround.
  • Priority 2 (P2) – High: Network or service is impacted, but not down. Business impact may be high. A workaround may be available.
  • Priority 3 (P3) – Medium: Network or service is moderately impacted, but most business remains functional.
  • Priority 4 (P4) – Low: Requests for information, product documentation, or product enhancements.
Table 1. Expected Time to Contact for Watchdog
Priority (Description) P1 – Critical P2 – High P2 – Medium P4 – Low
Initial response time Within 30 minutes Within 2 hours Within 1 Day Within 1 Day
Customer update frequency Every hour Every 12 hours Within 1 Day Within 1 Day
Table 2. Expected Time to Contact for Bulldog
Priority (Description) P1 – Critical P2 – High P2 – Medium P4 – Low
Initial response time Within 15 minutes Within 1 hour Within 1 Day Within 1 Day
Customer update frequency Every hour Every 12 hours Within 1 Day Within 1 Day
Initial Restoration Time 4 Hours 8 Hours n/a n/a