Editing an End Customer

You can edit certain details of an end customer's information and configuration.
Complete the following steps to edit an end customer.
  1. On the navigation bar, select My Customers > MSP Customers.
    The MSP Customers page is displayed.
  2. Select the checkbox next to the customer, and then click Edit.
    The Customer Account page is displayed.
  3. In the Account Details section, you can modify the following information:
    • Customer Name

      The Address and MSP Administrators are read‑only and cannot be modified from this page.

    • Tags
      ACX-106818 UG - EC Tagging for MSP/HSP Models
  4. Review the Subscription Service information.
    In Subscription Service, click Change. The Change Subscription Service sidebar is displayed.
    ACX-107090. Service Tier and other config options are moved to Subscription Service. Have to remove Service Tier from step 3 and step 5 before publishing to avoid duplicate info.

    Change Subscription Service

    Modify the following:
    • Service Tier: When you change the service tier, you must confirm the update before saving.
      Note: Changing the service tier affects the features available for that tier. Downgrading from Professional to lower tier results in data loss.

      Customer Account - Changing the Service Tier

      Note: Changes to the Service Tier are logged on the Activities page. The activity status uses the following color codes:
      • Completed - Green
      • Pending - Amber
      • Failed - Red
      • In Progress - Yellow
      Note: You can click the drop-down menu to view the list of activities by status. Changes in the Service Tier setting are also captured in the customer's RUCKUS One account, by navigating to Administration > Admin Logs.
      Note: When you change the service tier in Edit Mode, regardless of any changes to the number of assigned licenses or the service expiration date, the system automatically expires the current MSP EC service and creates a new one to ensure a clear historical record of each MSP EC tier, including its corresponding Start and End Dates.
      ACX-89602
    • Service Mode.
      • The Extended Trial Mode section displays Device Networking, Service Start Date and Service Expiration Date. Based on the current configuration, the minimum licenses required are computed and displayed.
        Note: To ensure accuracy, the system validates the service details by checking that the Service Expiration Date is valid and that a Device Networking license is available. If both checks succeed, the service is accepted; if either check fails, a message is displayed instructing you to recheck the service details.
      • In the Paid Subscriptions section, you can modify the following information:
        • Device Networking license count
        • Service Expiration Date
        The Service Start Date is displayed as read‑only. You can choose a custom expiration date using the date selector.
  5. Toggle the Enable application-recognition and control switch on to configure the default ARC behavior for newly added MSP customers. This setting determines whether application recognition and control (ARC) is enabled or disabled by default for new WLAN networks.
    ACX-74153
    Note: Only Prime Admins and Administrators can override this setting. The overridden settings will apply only to the newly created WLANs and the existing WLAN ARC settings will be unchanged.
    Note: In addition to editing the customer page, the user can masquerade to the customer and override the ARC settings by navigating to the administration page (Administration > Account Management > Privacy).
  6. Toggle the Enable access to RUCKUS Support switch on to grant temporary administrator-level access to the Ruckus Support team. This access is automatically revoked after 21 days and should be enabled only when requested by Ruckus Support.
  7. Click Save.
Parent topic: MSP Customers