ExtremeWorks Managed Services ResponsePLUS - AHR (Advanced Hardware Replacement) - Extended Service - 1 Year

Elevate your network reliability with Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS - AHR. This comprehensive, year-long service combines proactive remote monitoring, rapid hardware replacement, and expert support to minimize downtime and keep your critical infrastructure operating at peak performance. Designed for organizations that depend on uninterrupted connectivity, ResponsePLUS - AHR delivers 24/7 access to a dedicated Network Operations Center (NOC), proactive management of incidents and changes, and guaranteed response times that help you stay ahead of potential disruptions. With a single, consolidated service, you gain predictable budgeting, continuous software updates, and a clear path to improved network health—empowering your IT teams to focus on strategic initiatives while the experts handle operational continuity.

• Proactive remote monitoring and incident management — Continuous surveillance of network health, performance, and security issues with rapid correlation and escalation to trained NOC engineers who take decisive action to restore normal operations before problems impact your business.
• Advanced hardware replacement (AHR) — Rapid parts replacement service to minimize downtime, with a 4-hour response window for critical components, ensuring you get back to productive operations quickly and efficiently.
• Operational software updates and upgrades — Regular software updates and upgrades to keep devices running on current, secure, and optimized versions, reducing vulnerability exposure and improving feature availability.
• Dedicated Managed Services Gateway and real-time insight — A gateway provides real-time visibility into network health, configurations, inventory, and standardized reports, delivering clear, actionable insights for ongoing optimization.
• 24x7 expert support and a named account manager — You’ll be assigned a managed services account manager who coordinates with a 24/7 NOC to deliver continuous guidance, scheduled reviews, and a single point of contact for all service needs.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS - AHR (Advanced Hardware Replacement) - Extended Service - 1 Year - Service

• Service duration: 1 year of comprehensive coverage designed to maximize uptime and operational productivity across eligible network devices and systems.
• Hardware replacement terms (AHR): Fast parts replacement service is included to handle mishaps, with a guaranteed 4-hour response for critical components to restore service quickly.
• Remote monitoring scope: Continuous collection and analysis of network events, device health metrics, and performance indicators to identify and mitigate issues before they affect users.
• NOC access: 24 hours a day, 365 days a year access to Extreme Networks’ Network Operations Center to report problems, ask questions, and receive expert guidance.
• Proactive change and configuration management: Preventive adjustments and standardized configuration changes to optimize performance and security across covered devices.
• Operational software updates and upgrades: Regular updates to firmware and software components to maintain compatibility and enhance features and security.
• Certified account management: A designated Managed Services account manager coordinates service delivery, reviews, and ongoing optimization discussions.
• Real-time network health and inventory gateway: A gateway that provides live visibility into performance, security issues, saved configurations, and an inventory database for proactive planning.
• Standardized reporting: Regular, easy-to-interpret network reports that help you monitor trends, capacity, and risk, supporting data-driven decision making.
• Defined response targets: Clear service levels, including rapid response times and escalation paths to ensure predictable outcomes.

How to install ExtremeWorks Managed Services ResponsePLUS - AHR

Onboarding for ExtremeWorks Managed Services ResponsePLUS - AHR is designed to be smooth and decisive, so your network begins benefiting from proactive monitoring and rapid hardware replacement as soon as possible. Below are the typical steps you can expect during installation and onboarding:

1) Activate the service and assign a dedicated account manager. Work with your sales or support representative to finalize the service scope, coverage, and contact points. A named account manager will become your primary liaison for strategic reviews and day-to-day support coordination.

2) Deploy the Managed Services Gateway and enable remote monitoring. Install the real-time gateway appliance or software as specified in the service terms to enable continuous visibility into health, performance, and security. Ensure that device data, configurations, and inventory are flowing to the gateway for comprehensive reporting.

3) Provide asset inventory and network topology. Supply current asset inventory, device types, locations, and critical business applications to help the NOC prioritize actions and tailor proactive configurations and software updates to your environment.

4) Establish incident, change, and escalation workflows. Define preferred contact channels, severity criteria, and escalation paths so the NOC can respond consistently and in alignment with your internal processes.

5) Schedule onboarding and optimization sessions. The account manager will organize review sessions to assess performance, review incident histories, and identify opportunities for configuration optimization, capacity planning, and policy enhancements.

Once installed, the service operates continuously: the NOC monitors, analyzes, and collaborates with you to prevent disruptions, apply updates, and replace hardware as needed. The combination of proactive maintenance, rapid hardware replacement, and real-time visibility gives you a reliable platform to support productivity, security, and growth. This service is ideal for organizations that require predictable support, minimal downtime, and a strategic partner to help maintain high network performance without taxing your internal teams.

Frequently asked questions

• Q: What is included in the ResponsePLUS - AHR service? A: The service includes proactive remote monitoring, incident and problem management, proactive change and configuration management, regular software updates and upgrades, advanced parts replacement with a 4-hour response window, access to a 24x7 NOC, a dedicated account manager, and real-time network health visibility through the Managed Services Gateway, plus standardized reporting and ongoing reviews.
• Q: How quickly will parts be replaced? A: For critical components, Extreme Networks guarantees a 4-hour parts replacement response as part of the Advanced Hardware Replacement (AHR) offering, designed to minimize downtime and restore service rapidly.
• Q: What devices are covered by this service? A: Covered Products include eligible Extreme Networks devices and software components specified in the service agreement. The exact scope is defined within your contract and gateway configurations, with proactive monitoring and support extended to those assets.
• Q: Is software updated as part of the service? A: Yes. The service includes operational software updates and upgrades to keep devices current, secure, and optimized for performance and feature availability.
• Q: Do I get 24/7 support? A: Yes. The Extreme Networks NOC is available 24 hours a day, 365 days a year, providing around-the-clock reporting, guidance, and assistance for hardware and software concerns.
• Q: How does onboarding work? A: Onboarding includes activation of the service, assignment of a dedicated account manager, gateway deployment for real-time visibility, asset inventory submission, and onboarding sessions to align on processes, escalation paths, and reporting.