Description
ExtremeWorks Extended Service provides a comprehensive, one-year support plan designed to keep your Extreme Networks infrastructure operating at peak performance. With around-the-clock readiness and a rapid 4-hour response commitment, this program delivers dependable maintenance, parts replacement, and professional support to minimize downtime and protect your investment. Whether you manage a campus network, data center, or distributed enterprise environment, this Extended Service adds a predictable layer of protection that simplifies budgeting while improving network resilience. By combining proactive maintenance with fast part replacement and certified specialist support, ExtremeWorks Extended Service helps you maintain high uptime, accelerate issue resolution, and ensure your critical connectivity remains available when it matters most.
- Around-the-clock coverage with a 4-hour response: This service level guarantees rapid attention to critical network issues, day or night, helping you minimize downtime and keep business operations uninterrupted.
- Depot-based maintenance and rapid parts replacement: Parts and repair services are delivered through a depot model to shorten repair times and accelerate recovery, reducing the impact of component failures on your network.
- Comprehensive maintenance and proactive care: Regular preventive maintenance, firmware guidance, and configuration optimization are included to sustain performance, improve stability, and reduce the likelihood of unplanned outages.
- Electronic and physical hardware coverage: The plan protects both electronic components and physical hardware, ensuring a holistic approach to reliability across your Extreme Networks deployment.
- Predictable total cost of ownership and procurement simplicity: With a one-year, clearly defined service contract, you gain budgeting certainty and a simplified procurement process for your network maintenance needs.
Technical Details of ExtremeWorks Extended Service
- Contract length: 1 year, providing a defined, renewable service commitment to protect your Extreme Networks infrastructure.
- Service level: 24x7 availability with a 4-hour response window to critical hardware and service requests.
- Delivery model: Depot-based service with options for on-site support based on regional capabilities and specific product requirements.
- Inclusions: Maintenance, parts replacement, and routine support to help maintain optimal performance and quick recovery from issues.
- Coverage scope: Electronic components and physical hardware are included, ensuring comprehensive protection across the device stack.
- Geographic reach: Global service capability to align with multinational deployments and distributed sites.
- Eligibility and entitlements: Requires valid product registration and an active service entitlement for the corresponding Extreme Networks device.
How to Install ExtremeWorks Extended Service
- Confirm eligibility: Verify you hold an active ExtremeWorks Extended Service contract for the target device and that the SKU or product reference (e.g., 16790) is correctly associated with your account.
- Gather device details: Collect the device serial numbers, model names, and current location or site information to streamline activation and dispatch when needed.
- Review service terms: Read the scope, response times, and depot versus on-site options to select the coverage level that best fits your operational requirements and uptime targets.
- Submit activation request: Contact your Extreme Networks account manager or authorized service partner to initiate or renew the service entitlement, providing the device details and preferred coverage windows.
- Confirm service level and logistics: Decide whether depot repair or on-site service is preferred for each site, and confirm contact points, escalation paths, and remote access needs if applicable.
- Document and store credentials: Save the service contract details, activation dates, and contact information in your IT service management system to ensure seamless support when needed.
- Monitor and maintain entitlement: Keep all device records current, and update the service entitlement whenever devices are added, relocated, or decommissioned to preserve accurate coverage.
Frequently asked questions
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Q: What does ExtremeWorks Extended Service cover?
A: It provides 1-year coverage that includes 24x7 access with a 4-hour response, depot-based maintenance and parts replacement, and inclusive maintenance for electronic and physical hardware to sustain performance and uptime of Extreme Networks devices. -
Q: How fast is the 4-hour response window?
A: The service commits to a 4-hour response time for qualifying requests, meaning an engineer will engage to address the issue within four hours of the service incident being logged, subject to regional eligibility and dispatch constraints. -
Q: Are parts included in the plan?
A: Yes. The Extended Service includes parts replacement as part of the repair and maintenance process to restore operation quickly and minimize downtime. -
Q: Can I get on-site service, or is it depot-only?
A: The plan supports depot-based maintenance with options for on-site service depending on location, device type, and service entitlement. Your activation will define the available delivery modes. -
Q: How do I activate or renew ExtremeWorks Extended Service?
A: Activation or renewal typically involves confirming an active entitlement for the device, providing device details, and coordinating with your Extreme Networks account team or authorized partner to set up the one-year contract and service start date. -
Q: Does the service include firmware updates or software support?
A: The Extended Service focuses on maintenance, parts replacement, and hardware support. Software updates and licenses are generally managed under separate software support agreements or product support contracts, depending on your license and entitlement. -
Q: Is this service available globally?
A: ExtremeWorks Extended Service is designed to align with global deployments, offering coverage where Extreme Networks maintains service capabilities. Availability may vary by region and device, so confirm regional options during activation. -
Q: How does this impact total cost of ownership?
A: By consolidating maintenance, parts, and response service into a single annual contract with defined SLAs, you gain predictable budgeting, reduce unplanned maintenance expenses, and minimize the downtime risk associated with hardware failures.
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