Description
Experience enterprise-grade reliability with Extreme Networks' ExtremeWorks Managed Services ResponsePLUS — Extended Service. This 1-year plan blends continuous proactive remote monitoring, rapid incident and problem management, proactive change and configuration control, and ongoing software updates to minimize disruption and maximize uptime for your Extreme Networks infrastructure. With access to the Extreme Networks Managed Services Gateway, you gain real-time visibility into network health, performance, and security, along with saved configurations, an up-to-date inventory database, and standardized reports to simplify governance. A dedicated managed services account manager is assigned to guide onboarding, cadence reviews, and ongoing optimization, ensuring a seamless, predictable path to peak performance.
- Proactive remote monitoring and proactive incident management. The service continuously watches your network for anomalies, early warnings, and potential issues, enabling preventive actions before they impact users or business operations. This proactive posture helps reduce mean time to detect and resolve incidents, keeping critical applications available and responsive.
- Proactive change and configuration management with software updates. Beyond monitoring, ResponsePLUS anticipates configuration drift and policy misconfigurations, delivering controlled changes, versioned backups, and validated upgrades to maintain optimal performance and security across the data path and across all Covered Products.
- Advanced parts replacement with a 4-hour response window. When hardware replacements are required, the service delivers rapid parts availability and expedited service to minimize downtime, supporting mission-critical workloads with maximum reliability and predictable scheduling.
- Real-time visibility and governance via the Managed Services Gateway. Access a centralized portal that shows network health metrics, performance trends, security insights, saved configurations, an up-to-date inventory, and standardized network reports that simplify audits and executive reviews.
- Dedicated account management, onboarding reviews, and responsive support. A designated MSP account manager coordinates onboarding sessions, periodic reviews, and escalation paths, while email support and depot-style service options provide dependable, transparent service delivery and peace of mind.
Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS
- Service type: Extended Managed Services, ResponsePLUS with Advanced Hardware Replacement (AHR).
- Coverage: Includes Covered Products as defined by the purchase terms and configuration of the customer environment.
- Duration: 1 year, designed to maximize efficiency, stabilize costs, and ensure precise results across the maintenance period.
- Response time: 4-hour advance parts replacement service response to minimize downtime for critical hardware.
- Monitoring and management: Continuous proactive remote network monitoring, incident management, and problem management to anticipate and address issues before they affect operations.
- Configuration and software: Proactive change and configuration management, including operational software updates and upgrades to keep systems current and secure.
- Real-time visibility: Access to the Extreme Networks Managed Services Gateway for real-time health, performance, and security insights, plus saved configurations and an inventory database with standardized reports.
- Support and coordination: A dedicated managed services account manager, scheduled review sessions, and email-based support for dependable efficiency and peace of mind.
- Parts and logistics: Advanced parts replacement with depot-style service capabilities to simplify logistics and accelerate hardware restoration when needed.
how to install ExtremeWorks Managed Services ResponsePLUS
Extending and activating ResponsePLUS is designed to be a streamlined onboarding experience coordinated by Extreme Networks and your designated MSP. The installation process focuses on onboarding, connectivity, and enablement rather than installing new software on your premise. The goal is to establish continuous monitoring, reporting, and governance from day one, so your network begins operating under proactive, managed care as soon as possible. Typical steps include:
- Confirm eligibility and formalize the engagement. Ensure the contract terms match your environment size, coverage needs, and desired service levels, and confirm the scope of Covered Products included in ResponsePLUS.
- Provide inventory and contact details. Supply a current inventory of Covered Products, key device endpoints, and primary contact information for onboarding and ongoing governance.
- Enable access to the Managed Services Gateway (MSG). The MSP setup team provisions secure access to the MSG, enabling real-time health data, performance dashboards, and automated reporting. This step may involve configuring access credentials and network routes as required.
- Coordinate onboarding and kickoff. Schedule a kickoff with your dedicated MSP account manager to align on monitoring coverage, reporting preferences, escalation paths, and review cadences.
- Configure dashboards and reporting templates. Establish preferred dashboards, alert thresholds, and report schedules so stakeholders receive timely insights and executive summaries that support decision-making.
- Validate and begin proactive operations. After the initial setup, verify data flows, confirm incident routing, and perform a readiness check to ensure proactive monitoring, configuration management, and software update processes are functioning as intended.
Frequently asked questions
- What is included in ExtremeWorks Managed Services ResponsePLUS? It is an extended service offering that combines continuous proactive remote monitoring, incident and problem management, proactive change and configuration management, software updates and upgrades, and advanced hardware replacement with a 4-hour response. It also includes access to the Managed Services Gateway, an inventory database, standardized reports, and a dedicated account manager for onboarding and ongoing optimization.
- What types of issues does the service address? The service targets potential network situations that could disrupt business operations, identifying early indicators of failures, misconfigurations, performance bottlenecks, and security concerns, and taking corrective actions before they escalate.
- What does the 4-hour advanced parts replacement mean for uptime? It means that when hardware components require replacement, Extreme Networks commits to delivering and installing the replacement parts within four hours of service activation, reducing downtime and helping maintain service levels for critical business processes.
- How is the service delivered and who is the point of contact? A dedicated managed services account manager is assigned to your organization, coordinating onboarding, reviews, and ongoing support. Email support is available for assistance, with depot-style parts services when applicable.
- How does the Extreme Networks Gateway help with management? The Gateway provides real-time visibility into network health, performance, and security issues, stores saved configurations, maintains an inventory, and generates standardized reports to support governance, audits, and strategic planning.
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