cloud.ruckuswireless.com 'Down for maintenance'.

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  • Updated 7 months ago
cloud.ruckuswireless.com has been offline for several hours, presumably for an unplanned maintenance. I hope? I mean you would tell us right? Right in the middle of a transition from Ruckus Unleashed.

You dont even have so much as a Status page for your cloud services let along an email advisory to your clients!

How are we suppose to trust this platform or take it seriously if you're not communicating with us?

Every other enterprise wifi vendor I've dealt with that has a cloud based hypervisor takes these things more seriously.
CloudTrax, Aerohive, Meraki dont go offline. and IF they do go offline, its PLANNED and they proactively notify and communicate with their customer base.

This is leaving a particularly sour taste in my mouth after the tens of hours lost on the garbage Ruckus Unleashed solution we were sold with a capacity that was about one sixth of what were told it would be by a Ruckus engineer.
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D R

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  • frustrated, disappointed

Posted 7 months ago

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D R

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Just tried to log into the mobile app and got the notice "Ruckus Cloud is undergoing scheduled upgraded. The upgrade starts(sic) at 5PM PDT on Saturday and will last for approximately 10 hours.

Would it have been so hard to put this on the static page you have at cloud.ruckuswireless.com?

How/When were we informed about this as clients?
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Gordon Everitt, Official Rep

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Hi,


Sorry this evenings planned outage for Ruckus Cloud Wi-Fi release 16.06 came as a surprise. The official outage notification was sent to all customers Tuesday Nov 8.


After checking your spam folder (we have to check) please create an online support case on the ruckus support site using your cloud email and we will ensure you don't miss another important notification in the future.


Releases occur around every 6 weeks so you can expect to see an outage notification around this timeframe.


Again our apologies for the omission and any inconvenience.


Regards,

Gordon

Ruckus Customer support

https://support.ruckuswireless.com
(Edited)
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Lou Kalis

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For the record, I received the email notification. Thank you..
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D R

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We're now at 16 hours offline for the "No more than 10 hour upgrade".

Any updates on this?
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Gordon Everitt, Official Rep

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The outage period has been extended.

When the release has completed a notification email will be sent to all customers.

We apologize for the inconvenience.

Thanks,
Gordon
Ruckus Customer Support
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D R

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It looks like I just had the unfortunate luck of signing up for an account on the day of the upgrade making me blissfully unaware what was happening.

Its kind of an exceptional circumstance, but it wouldn't be outrageous for at trigger to be created for new Cloud account signups that happen in that 5 day window. It calculates to being a 43 days of the year in which new customers could sign up and not received the first notification about planned downtown.

Cheers
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Gordon Everitt, Official Rep

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Great point! We'll factor this into our communication plan for future upgrades.

Thanks,
Gordon