Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service - 1 Year - Service 4hr Ahr-16515

Experience enterprise-grade resilience and peace of mind with Extreme Networks' ExtremeWorks Managed Services ResponsePLUS – AHR. This extended service delivers comprehensive, proactive support for Covered Products, blending continuous remote monitoring, fast incident and problem management, proactive change and configuration administration, regular software updates, and advanced parts replacement. Designed to prevent business disruptions before they arise, it comes with real-time access to network health through the Extreme Networks Managed Services Gateway, a dedicated account manager, and recurring review sessions to ensure your network operates at peak performance.

• Proactive remote network monitoring and proactive incident management: The service continuously watches your network, detects anomalies early, and initiates remedial actions before they affect users or critical business processes. This proactive approach helps minimize downtime, optimize performance, and sustain user experience across branches, data centers, and remote sites.
• 4-Hour Advanced Parts Replacement (AHR) with rapid field response: When hardware issues arise, ResponsePLUS delivers fast, guaranteed parts replacement within a 4-hour window. This rapid response minimizes outage windows and preserves continuity of operations, even in demanding environments where downtime is costly.
• Proactive change and configuration management: Structured change planning, approval workflows, and configuration management help ensure any changes are safely implemented with minimal risk. Regular baselining and version control maintain consistency across devices, software, and policy configurations to support reliability and compliance.
• Operational software updates and upgrades: Access to ongoing software updates keeps devices current with security patches, feature enhancements, and interoperability improvements. This reduces vulnerabilities and ensures your network benefits from the latest performance optimizations without disruptive, ad-hoc updates.
• Managed Services Gateway access, dedicated account manager, and scheduled reviews: The service includes a centralized portal for real-time health data, performance dashboards, security alerts, saved configurations, and an inventory database. A designated managed services account manager facilitates governance, reporting, and strategic reviews to align network operations with business goals.

Technical Details of ExtremeWorks Managed Services ResponsePLUS

• Service scope: Managed Services ResponsePLUS with AHR (Advanced Hardware Replacement) coverage for Covered Products as defined in the agreement.
• Duration: 1 Year of service from activation, designed to maximize uptime and deliver timely, predictable outcomes.
• Monitoring and incident management: 24/7 proactive remote monitoring combined with structured incident and problem management to identify, categorize, and resolve issues efficiently.
• Configuration and change management: Proactive governance of network configurations, policy changes, and firmware/software updates to minimize risk and ensure consistency.
• Software updates and upgrades: Operational software updates and upgrades are provided to maintain current security and feature parity across devices.
• Parts and depot services: Advanced parts replacement with dependable depot support and cost-effective response to keep devices functioning and available.
• Managed Services Gateway: Real-time access to network health, performance metrics, security events, saved configurations, and an inventory database, plus standardized network reports for easy visibility and planning.
• Account management: A dedicated Managed Services Account Manager is assigned to your organization, with scheduled review sessions to discuss metrics, trends, and improvement plans.
• Intended outcomes: Early identification of potentially critical situations and proactive actions to prevent business disruptions, ensuring reliability and continuity of operations.
• Support channels: Email-based support as part of the service package, with responsive assistance to address inquiries and issues efficiently.

How to Install ExtremeWorks Managed Services ResponsePLUS

• Confirm eligibility and activate the service: Work with your Extreme Networks representative or assigned account manager to confirm coverage, service level objectives, and required documentation for activation.
• Prepare the network inventory and access: Provide an up-to-date inventory of Covered Products, device locations, IP addressing, and access credentials to enable the Managed Services Gateway to monitor and report accurately.
• Configure Managed Services Gateway access: Set up secure credentials and access channels so the gateway can retrieve performance data, configurations, and health signals in real time.
• Establish governance and review cadence: Define the schedule for regular review sessions, performance dashboards, and reporting formats to align operations with business priorities.
• Coordinate deployment and change management: Align change windows and maintenance windows with your operational calendars, and ensure proactive change management processes are in place for smooth execution.

Frequently asked questions

• What is ExtremeWorks Managed Services ResponsePLUS – AHR?
  It is a comprehensive managed services offering from Extreme Networks that combines continuous remote monitoring, incident and problem management, proactive change and configuration management, software updates, and advanced hardware replacement (AHR) within a one-year service period. It also includes access to the Managed Services Gateway for real-time health insights and a dedicated account manager to guide ongoing improvements.
• How long does the service last?
  The standard duration for this Extended Service is 1 year from activation, designed to maximize uptime and deliver predictable, proactive support throughout the year.
• What does the 4-Hour Advanced Parts Replacement mean?
  If a covered hardware component fails, Extreme Networks commits to advancing parts replacement and deploying a suitable spare within a 4-hour window, reducing downtime and ensuring rapid restoration of service.
• What kind of monitoring is provided?
  The service includes continuous proactive remote monitoring that tracks device health, performance metrics, security events, and configuration integrity, enabling timely interventions before issues impact business operations.
• How do I access network health data?
  The Extreme Networks Managed Services Gateway provides real-time visibility into network health, performance, security issues, saved configurations, and an inventory database, along with standardized reports for ongoing analysis and planning.
• Is there a dedicated point of contact?
  Yes. A designated Managed Services Account Manager is assigned to your organization to coordinate reviews, report on KPIs, and ensure the service aligns with your objectives.