ExtremeWorks Managed Services ResponsePLUS - AHR

Experience enterprise-grade assurance with Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS - AHR. This 1-year extended service is engineered to keep complex networks performing at peak, delivering proactive remote monitoring, rapid incident and problem resolution, proactive change and configuration management, and seamless operational software updates. Designed for continuity and peace of mind, ResponsePLUS - AHR provides continuous access to the Extreme Networks Managed Services Gateway, a dedicated account manager, and a framework for standardized reporting that helps IT teams monitor health, performance, and security in real time. By identifying potentially critical network situations early and taking decisive action before they impact operations, this service helps organizations reduce downtime, improve productivity, and stay ahead of evolving threats and requirements.

• Proactive remote network monitoring — Around-the-clock surveillance of your network environment with advanced analytics, anomaly detection, and proactive alerts that catch issues before they escalate. This reduces mean time to detection and empowers your team to act quickly, preserving business continuity and user experience.
• Incident and problem management — A structured approach to triage, diagnose, and resolve incidents and underlying problems. This service pairs rapid response with long-term problem resolution, minimizing recurring disruptions and maximizing network reliability across critical workloads.
• Proactive change and configuration management — Structured change planning and configuration governance to minimize risk during updates, deployments, and policy changes. Expect safer rollouts, consistent configurations across devices, and improved auditability for regulatory or compliance needs.
• Operational software updates and upgrades — Timely software updates and version upgrades that keep devices secure, compatible, and optimized for performance. The service ensures compatible, tested releases are deployed with minimal disruption to your operations.
• Advanced parts replacement and fast turnaround — 4-hour advance parts replacement ensures critical hardware issues are resolved quickly, reducing downtime and maximizing system availability. This feature supports business resilience even in high-demand environments.

Technical Details of ExtremeWorks Managed Services ResponsePLUS - AHR

• Service duration: 1 year, designed to provide sustained coverage and dependable results across your critical network infrastructure.
• Service scope: Coverage for Covered Products as defined in the service agreement, with proactive monitoring, incident/problem management, and configuration management.
• Response time for parts: 4-hour advance parts replacement to expedite restoration of service and minimize business impact for eligible components.
• Monitoring and management capabilities: 24/7 remote network monitoring, real-time health checks, performance analytics, and security issue detection through the Managed Services Gateway.
• Software and firmware updates: Operational software updates and upgrades to keep devices current, secure, and compatible with evolving networks and applications.
• Governance and reporting: Access to standardized network reports, inventory database, saved configurations, and regular review sessions with your designated MSP account manager.
• Support channels: Email-based support provided as part of the service, delivering reliable and efficient assistance when needed.
• Onsite involvement: Primarily remote monitoring and management, with optional escalation paths and on-demand support as defined by the service contract.
• Onboarding and governance: A dedicated managed services account manager, scheduled review sessions, and a structured onboarding process to ensure alignment with your network goals and KPIs.

How to install ExtremeWorks Managed Services ResponsePLUS - AHR

• Confirm eligibility and purchase: Ensure your environment qualifies for ResponsePLUS - AHR and finalize the 1-year extended service agreement to begin the onboarding process.
• Access the Managed Services Portal: Your account provides access to the Extreme Networks Managed Services Gateway, where health dashboards, alerts, and performance reports are consolidated in real time.
• Assign your MSP account manager: A dedicated manager will be designated to your account, serving as the primary point of contact for strategy, escalations, and quarterly reviews.
• Define scope and monitoring criteria: Work with your account manager to outline monitoring coverage, alert thresholds, critical devices, and key applications to include in the proactive monitoring program.
• Configure devices and inventory: Ensure devices under management are configured for visibility in the gateway, and populate the inventory database with accurate device details for asset management and reporting.
• Plan onboarding and change control: Schedule onboarding activities, establish change-control procedures, and set expectations for incident response times, escalation paths, and reporting cadence.
• Activate proactive monitoring: Initiate 24/7 remote monitoring, begin data collection, and validate that dashboards, alerts, and reports reflect your environment accurately.
• Review and optimize: Conduct the first review session to align service delivery with business goals, adjust thresholds, and refine processes to maximize value from the ResponsePLUS - AHR program.

Frequently asked questions

• What is ExtremeWorks Managed Services ResponsePLUS - AHR?
  ResponsePLUS - AHR is a 1-year extended service for Extreme Networks environments that combines continuous remote monitoring, proactive management, rapid parts replacement, and governance reporting. It is designed to detect and resolve issues before they affect business operations, while providing a dedicated account manager and access to a Managed Services Gateway for real-time visibility.
• What does 4-hour advance parts replacement mean?
  If a covered component fails and immediate repair is required, Extreme Networks facilitates the replacement of the failed part within four hours of a service event. This reduces downtime and supports fast restoration of critical services.
• What is included in remote monitoring and management?
  Remote monitoring covers health checks, performance metrics, fault detection, security monitoring, and automated alerting. Incident and problem management are conducted to identify root causes, while change and configuration management helps minimize risk during updates and deployments.
• How is the service delivered—remote or on-site?
  ResponsePLUS - AHR emphasizes remote management and monitoring. On-site support is available through the advanced parts replacement and escalation processes defined in the service contract, but day-to-day operations are managed remotely via the Managed Services Gateway.
• Can the service be customized or expanded?
  Yes. The service can be tailored via the onboarding process to fit your network environment, with adjustable monitoring coverage, alerting thresholds, reporting cadence, and optional add-ons as defined by your agreement.
• How often are reviews and reports provided?
  A designated MSP account manager schedules periodic review sessions to discuss health, performance, and optimization opportunities. Standardized network reports are generated to keep leadership informed and aligned with business goals.
• Is there a separate ongoing contract beyond the 1-year term?
  The 1-year term covers the core ResponsePLUS - AHR services. Renewal options and potential extensions can be discussed with your account manager to ensure continuous coverage aligned with your long-term network strategy.

ExtremeWorks Managed Services ResponsePLUS - AHR is designed to deliver reliability, visibility, and proactive control over your Extreme Networks environment. By combining proactive monitoring, fast parts replacement, and structured change management with a dedicated account team and real-time gateway access, this offering helps organizations reduce operational risk, accelerate incident resolution, and sustain optimal network performance. Whether you are protecting critical workloads, ensuring security compliance, or maintaining high-availability networks, ResponsePLUS - AHR provides a robust foundation for dependable network operations and growth.