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

Unlock enterprise-grade reliability with Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS - AHR. This extended service delivers continuous proactive remote network monitoring, comprehensive incident and problem management, and proactive change and configuration management, along with timely software updates and upgrades. Designed to protect your investment and maximize uptime, ResponsePLUS - AHR combines fast, advanced hardware replacement with 24x7 access to Extreme Networks’ Network Operations Center (NOC) and a dedicated managed services account manager. By identifying potentially disruptive situations before they affect operations, this service minimizes business disruption and elevates network performance, security, and governance. Whether you’re expanding a campus, supporting a data center, or enabling a multi-site enterprise, ResponsePLUS - AHR provides predictable support, rapid response times, and a streamlined path to ongoing network optimization.

• Proactive Remote Monitoring & Incident Management — Continuous remote surveillance of devices and links, real-time event collection, correlation, and prioritization enable quick triage and action. Our NOC engineers monitor, diagnose, and escalate issues, applying targeted fixes, software updates, or configuration changes as needed to restore normal service operations with minimal user impact. This proactive stance reduces downtime, shortens mean time to detect, and accelerates mean time to repair, helping maintain service levels and user productivity across sites.
• Advanced Hardware Replacement (AHR) & 4-Hour Parts Response — When a covered device fails, Extreme Networks coordinates fast parts shipment and replacement within a 4-hour response window. Depending on purchase level and location, replacements may occur via depot or on-site service, ensuring rapid restoration of critical functionality. The AHR component protects your infrastructure investment by delivering dependable parts availability and fast service turnaround, so essential services stay online even during hardware faults.
• Operational Software Updates, Upgrades & Change Management — Regular firmware and software updates keep devices current with the latest security patches, features, and performance enhancements. Proactive change and configuration management ensures standardized, tested configurations across the network, with safeguards such as configuration backups, version control, and controlled rollout processes to minimize risk during updates.
• Real-time Visibility, Inventory & Reporting — The Extreme Networks Managed Services Gateway provides real-time health, performance, and security visibility. It stores saved configurations, maintains an up-to-date inventory database, and delivers standardized network reports. This transparency enables precise capacity planning, compliance validation, and actionable insights that drive optimization decisions across sites and devices.
• Dedicated Support, 24x7 Access & Review Sessions — A designated managed services account manager guides your experience, conducts periodic review sessions, and ensures alignment with business goals. In addition, customers receive 24x7 telephone and web access to the NOC for problem reporting and product-related questions, delivering a reliable, single point of contact for continuity and trust.

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

Service scope: Managed Services ResponsePLUS - AHR provides continuous proactive remote monitoring, incident and problem management, proactive change and configuration management, operational software updates and upgrades, and advanced parts replacement for Covered Products as defined by purchase terms. The service includes access to the Extreme Networks Managed Services Gateway for real-time health, performance, and security insights, as well as an inventory database and standardized reports to support governance and optimization.

• Service duration: 1 year of extended service to maximize productivity and ensure timely results across the full term.
• Covered products: Advanced Hardware Replacement (AHR) applicable to the hardware and software components defined in the service agreement for your order and region.
• 4-hour parts replacement: Guaranteed hardware parts replacement within a 4-hour window to minimize downtime and preserve service continuity.
• NOC access: 24x7 access to Extreme Networks Network Operations Center for issue reporting, guidance, and product support.
• Dedicated account management: A single, designated MSP account manager is assigned to your environment with scheduled review sessions to track performance, value, and alignment with goals.
• Gateway, inventory & reporting: Real-time health metrics via the MSP Gateway, an up-to-date inventory database, saved configurations, and standardized network reports for planning and audits.
• Software updates & upgrades: Operational software updates and upgrades to keep devices current and secure, with controlled change management processes.
• Proactive change & configuration management: Standardized configuration policies and proactive changes to maintain consistency, security, and reliability across the network.

How to install ExtremeWorks Managed Services ResponsePLUS - AHR

• Confirm eligibility and activate service — Validate that your environment is covered under the ResponsePLUS - AHR terms and complete the activation with Extreme Networks or your authorized reseller. Ensure the service term, coverage level, and site list are accurately captured.
• Onboard to the Managed Services Gateway — Gain access to the Extreme Networks Managed Services Gateway and complete onboarding for real-time health monitoring, inventory synchronization, and reporting. Establish user roles and permissions for your team as part of onboarding.
• Assign the designated MSP account manager — Ensure your organization has a named account manager who will oversee the engagement, schedule reviews, and coordinate with the NOC for escalations and improvements.
• Configure monitoring and alerts — Define critical devices, metrics, and alert thresholds. Enable real-time dashboards, notification channels, and incident escalation paths to align with business priorities.
• Initiate onboarding reviews & ongoing optimization — Schedule the initial review session to discuss service metrics, goals, and improvement opportunities. Establish a cadence of quarterly or semi-annual reviews to maximize ROI and adapt to evolving needs.

Frequently asked questions

• Q: What is included in ExtremeWorks ResponsePLUS - AHR?

  A: ResponsePLUS - AHR combines proactive remote monitoring, incident and problem management, proactive change and configuration management, software updates/upgrades, and advanced hardware replacement (AHR) for covered products over a 1-year period. It also includes access to the MSP Gateway, an inventory database, standardized reports, and a dedicated account manager with 24x7 NOC access.

• Q: What does the 4-hour parts replacement entail?

  A: If a covered hardware component fails, Extreme Networks arranges parts replacement within four hours of issue identification. Depending on location and purchase terms, replacements may be depot-based or on-site to restore service quickly and minimize downtime.

• Q: How does the MSP Gateway help my organization?

  A: The MSP Gateway provides real-time visibility into network health, performance, and security. It also stores saved configurations, maintains an inventory database, and delivers standardized reports that support decision-making, audits, and capacity planning.

• Q: How do I get started with ResponsePLUS - AHR?

  A: Start by confirming eligibility and purchasing the service, then onboard to the Managed Services Gateway, assign a dedicated MSP account manager, configure monitoring preferences, and schedule the first review session to align goals and expectations.

• Q: Is there 24x7 support for urgent issues?

  A: Yes. Extreme Networks offers 24x7 telephone and web access to the Network Operations Center (NOC) for problem reporting, guidance, and product support, ensuring assistance is available whenever issues arise.