Ruckus Wireless ICX 7850 Series, Hardware Installation Manual

Page: 9 / 102

Ruckus ICX 7850 Switch Hardware Installation Guide ix
Part Number: 53-1005580-01
Contacting Ruckus Customer Services and Support
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 Support Portal using https://
support.ruckuswireless.com , or go to https://www.ruckuswireless.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 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. Request 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
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 not of the appropriate support number in case you have an entire network outage.
Self-Service Resources
The 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:
•
Technical Documentation— https://support.ruckuswireless.com/documents
•
Community Forums— https://forums.ruckuswireless.com/ruckuswireless/categories
•
Knowledge Base Articles— https://support.ruckuswireless.com/answers
•
Software Downloads and Release Notes— https://support.ruckuswireless.com/#products_grid
•
Security Bulletins— https://support.ruckuswireless.com/security
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
https://
support.ruckuswireless.com/case_management .