Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service - 1 Year - Service 4hr Ahr-16175

Experience enterprise-grade reliability with Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service. Over a full year, this AHR-enabled offering delivers proactive remote monitoring, rapid incident and problem management, proactive change and configuration management, and timely software updates to keep your network secure, available, and performing at peak levels. With the Extreme Networks Managed Services Gateway, you gain real-time visibility into health, performance, and security, plus an inventory database and standardized reports that simplify governance and capacity planning. A dedicated managed services account manager is assigned to your organization, ensuring regular review sessions and alignment with evolving business needs. Designed to identify potentially disruptive issues before they impact operations, ResponsePLUS delivers proactive protection and measurable value for IT teams and business users alike.

• 24/7 proactive monitoring with proactive incident and problem management to detect and resolve issues before they affect end users, minimizing downtime and user impact.
• Proactive change and configuration management to optimize network performance, streamline deployments, and reduce the risk associated with frequent updates or policy changes.
• Operational software updates and upgrades to keep devices current with the latest security patches, features, and reliability improvements for maximum performance.
• Advanced parts replacement with a 4-hour response time to maximize uptime and service continuity, even in critical environments.
• Managed Services Gateway access for real-time health, performance, and security insights, plus saved configurations, an inventory database, and standardized network reports for proactive governance and audits.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service - 1 Year - Service 4hr Ahr-16175

• Plan duration: 1 year of ongoing service coverage to ensure continuity and sustained performance improvements.
• Response time: 4-hour advance parts replacement ensures rapid restoration of affected services and devices.
• Scope of coverage: Remote proactive monitoring, incident and problem management, proactive change and configuration management, and ongoing operational software updates and upgrades for Covered Products as defined by the plan.
• Gateway access: Extreme Networks Managed Services Gateway provides real-time visibility into network health, performance, security issues, saved configurations, and an inventory database with standardized reports.
• Support framework: Email support is included, supported by a dedicated Managed Services account manager and scheduled review sessions to assess progress and adjust strategy.
• Parts and depot service: Advanced parts replacement supported by a depot network, designed for fast, reliable responses and minimized downtime.
• Service scope: Remote monitoring, proactive issue identification, and prescriptive guidance to optimize operational posture and reliability.
• Account management: A designated MSP account manager is assigned to coordinate services, reviews, and continuous improvement opportunities.
• Security and reporting: Real-time visibility into security posture with standardized reports to satisfy governance and compliance needs.

How to install Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service - 1 Year - Service 4hr Ahr-16175

• Step 1 – Activate the service: Initiate activation and confirm eligibility for ResponsePLUS under the 1-year extended service plan.

• Step 2 – Provide asset inventory: Share network asset details, device types, locations, and topologies to enable accurate coverage and monitoring setup.

• Step 3 – Grant gateway access: Provide secure access credentials and permissions for the Extreme Networks Managed Services Gateway to enable real-time monitoring.

• Step 4 – Onboarding session: Schedule a kickoff with the designated MSP account manager to align goals, thresholds, and escalation paths.

• Step 5 – Define baselines: Establish monitoring baselines, performance thresholds, and acceptable service levels tailored to your environment.

• Step 6 – Configure alerts: Enable automated alerts, dashboards, and escalation schedules to ensure timely intervention when issues arise.

• Step 7 – Begin monitoring: Launch continuous proactive monitoring and optimization, with regular review of health reports and recommendations.

• Step 8 – Review and refine: Conduct periodic reviews to refine settings, expand coverage if needed, and optimize resource allocation.

Frequently asked questions

• Q: What is included in the ExtremeWorks ResponsePLUS - Extended Service (AHR) offering?

  A: The service combines continuous proactive remote network monitoring, incident and problem management, proactive change and configuration management, regular software updates and upgrades, and advanced parts replacement with a 4-hour response time. It also includes access to the Managed Services Gateway for real-time health, performance, and security insights, plus an inventory database and standardized reports. A dedicated MSP account manager is assigned, with scheduled review sessions to ensure ongoing alignment with business goals.

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

  A: If a field-replaceable unit or critical component is required, Extreme Networks commits to delivering and installing the necessary parts within four hours of notification, minimizing downtime and supporting mission-critical operations.

• Q: How does the Managed Services Gateway help my organization?

  A: The gateway provides real-time visibility into network health, performance, and security issues. It also stores saved configurations, maintains an up-to-date inventory database, and generates standardized reports to support governance, compliance, and capacity planning.

• Q: Is email support included with ResponsePLUS?

  A: Yes. Email support is included as part of the service package, supplementing proactive monitoring and on-site or depot-based interventions as needed.

• Q: How do I get started with onboarding?

  A: Begin by activating the service, providing asset inventory, and coordinating access to the MSP Gateway. An onboarding session with your dedicated account manager will define baselines, thresholds, and reporting preferences, followed by ongoing proactive monitoring and quarterly reviews.

• Q: What happens if business needs change during the year?

  A: The service includes ongoing optimization through proactive change and configuration management. Your assigned MSP account manager will adjust monitoring scopes, thresholds, and reporting as your network evolves, ensuring continued alignment with business priorities.

• Q: Does this service cover all my network equipment or only certain products?

  A: Coverage applies to Covered Products as defined by the plan. The scope is clarified during onboarding, and the MSP will guide you on expanding coverage if requested.

• Q: Can I access technical reports and health dashboards?

  A: Yes. The Extreme Networks Managed Services Gateway provides standardized network reports and dashboards that you can use for operational visibility, audits, and capacity planning.