Introduction to the RUCKUS One Release

Release Information

This release of RUCKUS One introduces several new features and product enhancements.

General Availability Date: September 30, 2024

Document Feedback

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

You can email your comments to RUCKUS at #Ruckus-Docs@commscope.com.

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 https://support.ruckuswireless.com/documents. 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 https://www.ruckusnetworks.com.

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 https://commscopeuniversity.myabsorb.com/. The registration is a two-step process described in this video. Create a CommScope account and then register for, and request access for, CommScope University.

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 to 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 https://support.ruckuswireless.com, or go to https://www.ruckusnetworks.com 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 Submit 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 Submit a Case section.
  • Priority 3 (P3)—Medium. Network or service is moderately impacted, but most business remains functional. Click the CONTACT tab at the top of the page and explore the Self-Service Online Help options.
  • Priority 4 (P4)—Low. Requests for information, product documentation, or product enhancements. Click the CONTACT tab at the top of the page and explore the Self-Service Online Help options.

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 https://support.ruckuswireless.com/contact-us 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 https://support.ruckuswireless.com 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 the Technical Assistance Center (TAC) with additional data from your troubleshooting analysis if you still require assistance through a support case or Return Merchandise Authorization (RMA). If you still require help, open and manage your case at https://support.ruckuswireless.com/case_management.