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

Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS - AHR is a comprehensive, one-year managed service designed to keep your network robust, resilient, and responsive to change. This Extended Service combines continuous proactive remote monitoring with incident and problem management, proactive change and configuration management, and ongoing operational software updates and upgrades. It also includes advanced parts replacement, ensuring business continuity even in the face of hardware issues. With the Extreme Networks Managed Services Gateway providing real-time visibility into network health, performance, and security, customers gain immediate insight into configurations, inventory, and standardized reporting. A dedicated managed services account manager is assigned to coordinate activities, with scheduled review sessions to ensure alignment with business goals and technology roadmaps. The ResponsePLUS - AHR offering is purpose-built to identify potentially critical network situations and take timely actions before they become business disruptions, delivering reliable support and peace of mind for IT teams and stakeholders.

• Proactive remote monitoring and issue prevention: This service continuously watches for network anomalies, performance degradation, and potential risks across your devices and configurations. By combining real-time monitoring with proactive incident and problem management, Extreme Networks can initiate corrective actions, apply firmware and policy updates, and adjust configurations to keep systems stable and secure before users notice a problem.
• 4-hour advance parts replacement for maximum reliability: When hardware faults occur, ResponsePLUS guarantees a 4-hour response window for advanced parts replacement. This rapid remediation is designed to minimize downtime, protect critical services, and maintain business continuity even in the event of hardware failure.
• End-to-end service coverage: The AHR extended service encompasses incident management, problem management, proactive change and configuration management, and ongoing software updates and upgrades. This holistic approach reduces handoffs between vendors, speeds up resolution, and provides a single, coordinated path to keep your network healthy.
• Real-time visibility and governance via the Managed Services Gateway: Access a centralized portal that shows network health, performance metrics, security issues, saved configurations, an inventory database, and standardized network reports. This real-time visibility supports faster decision-making, better governance, and easier auditing.
• Dedicated support structure and accountability: A designated managed services account manager coordinates onboarding, ongoing optimization, and quarterly reviews. The service includes email support for mishaps and a service depot for reliable parts and timely service delivery, ensuring clear accountability and predictable outcomes.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service

• Service type: Managed Services with ResponsePLUS - AHR coverage
• Service duration: 1 year
• Coverage scope: Covered Products as defined by the service terms, including remote monitoring, incident and problem management, proactive change and configuration management, and software updates/upgrades
• Response time for hardware issues: 4-hour advance parts replacement
• Core features: Continuous proactive remote network monitoring, incident management, problem management, proactive change and configuration management, operational software updates and upgrades
• Real-time health and governance: Extreme Networks Managed Services Gateway for real-time health, performance, and security visibility; saved configurations; inventory database; standardized network reports
• Account management: Designated managed services account manager with scheduled review sessions
• Onboarding and activation: Onboarding support and activation as part of the service rollout
• Support channels: Email support included; service depot for parts and service delivery

how to install Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service

• Confirm eligibility and complete the service activation process with Extreme Networks to initiate the ResponsePLUS - AHR coverage.
• Provide access details for your network environment and supply any existing asset inventory to populate the on-boarding data in the Managed Services Gateway.
• Provision or verify the connection of the Managed Services Gateway to establish real-time visibility into health, performance, and security metrics.
• Configure user roles and access for the designated managed services account manager and stakeholders, including notification preferences and reporting cadence.
• Schedule the initial onboarding kickoff and the first review session, defining objectives, critical devices, and key performance indicators (KPIs) for ongoing monitoring and reporting.
• Transition to ongoing operations with standard operating procedures, incident and change management workflows, and software update schedules aligned to your maintenance windows and compliance requirements.

Frequently asked questions

• What is ExtremeWorks Managed Services ResponsePLUS - AHR? It is a one-year extended managed service that combines continuous proactive remote monitoring, incident and problem management, proactive change and configuration management, software updates and upgrades, and advanced parts replacement (4-hour response) for Covered Products, backed by access to the Managed Services Gateway and a dedicated account manager.
• What problems does it solve? The service is designed to identify potentially critical network situations before they disrupt business operations, deliver faster issue resolution, reduce downtime, and simplify vendor management by providing a single, cohesive support experience with proactive remediation and governance.
• What does the 4-hour advance parts replacement mean? In the event of hardware failure on covered equipment, Extreme Networks commits to delivering and replacing the necessary parts within 4 hours to minimize downtime and maintain critical services.
• What is the Managed Services Gateway? It is a real-time portal that provides visibility into network health, performance, security issues, saved configurations, and an inventory database, along with standardized reports to support decision-making and compliance.
• Is training or onboarding included? Yes. The service includes onboarding with a designated account manager, plus scheduled reviews to ensure successful adoption, alignment with goals, and smooth operation of monitoring, reporting, and upgrade processes.
• What kind of support is available? The package includes email support for mishaps and access to depot-based parts and service delivery, delivering fast, reliable, and cost-effective responses when hardware parts are required.