Description
Protect your Extreme Networks deployment with a robust and reliable support solution designed for mission-critical environments. ExtremeNetworks’ ExtremeWorks Managed Services ResponsePLUS offers an extended, 1-year service with around-the-clock coverage, rapid 4-hour response, and a depot-based model that blends speed, efficiency, and cost-effectiveness. This service is built to minimize downtime, streamline issue resolution, and keep your network infrastructure performing at peak levels. Whether you’re securing data centers, campuses, or enterprise networks, ResponsePLUS delivers consistent, predictable support to help you maintain business continuity and maximize the value of your Extreme Networks investment.
- Around-the-Clock Coverage: Enjoy 24/7 support with a guaranteed 4-hour response window. When a problem arises, your team can expect prompt triage, rapid initiation of remediation steps, and a swift path toward restoring critical services, reducing operational disruption and helping you maintain service levels for users and customers.
- Extended 1-Year Service Duration: A full year of dedicated support ensures ongoing reliability and budget predictability. With a long-term service horizon, you can plan upgrades, maintenance windows, and capacity requirements with confidence while knowing expert assistance is readily available to address issues as they happen.
- Depot, Exchange, and Parts Inclusions: The ResponsePLUS program combines depot handling, product exchanges, and the necessary parts to restore hardware and functionality quickly. This integrated approach minimizes downtime by accelerating repair workflows and providing efficient turnarounds for replacement components and remediation actions.
- Electronic and Physical Parts Coverage: The service covers both electronic components and physical hardware, offering flexibility in repair options. This dual coverage supports a broad range of scenarios—from board-level electronics to chassis-level faults—so you can rely on a comprehensive solution without needing separate arrangements for different part types.
- Advance Parts Replacement with Fast Turnaround: Four-hour advance parts replacement ensures essential components are available when needed, enabling proactive provisioning and rapid restoration of services. This capability helps you minimize downtime during incidents and maintain service quality for critical applications and users.
Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS
- Service Type: Extended support for Extreme Networks devices and solutions, designed to deliver durability and steady performance over a full year.
- Coverage: 24x7 access to technical resources with an emphasis on rapid incident handling and consistent response across time zones and business hours.
- Response Time: 4 hours from incident logging to the start of remediation activities, aiming to minimize downtime and accelerate service restoration.
- Service Model: Depot-based with optional exchange and parts provisioning to support fast, cost-efficient repairs and replacements.
- Parts Coverage: Includes electronic and physical components as part of the service, enabling a broad scope of repair options without requiring separate part sourcing.
- Duration: 1 year from the agreement start date, with the possibility of renewal to maintain ongoing coverage for your Extreme Networks environment.
How to install Extreme Networks ExtremeWorks Managed Services ResponsePLUS
- Initiate onboarding: Start the engagement with Extreme Networks or an authorized partner to establish the contract, confirm SLAs, and set up billing terms aligned with your organization’s needs.
- Prepare asset inventory: Collect key information about covered devices, including SKUs, serial numbers, and current firmware or software levels, to define scope and eligibility for ResponsePLUS.
- Define support terms: Confirm preferred response targets, whether depot-based handling suffices or if any on-site considerations apply, and specify part replacement policies to align expectations.
- Coordinate onboarding logistics: Schedule a kickoff with the service delivery team to review escalation paths, communication channels, and how incidents will be tracked and reported.
- Document the maintenance plan: Record asset inventory, service dates, contact points, and escalation details in your ITSM or ticketing system to streamline incident handling and reporting.
- Prepare the environment for rapid service: Ensure accessible device locations, power and rack space considerations (if applicable), and any required PEM or safety procedures so depot replacements can proceed without delays.
Frequently asked questions
- Q: What does ExtremeWorks ResponsePLUS include? A: It provides 24x7 coverage with a guaranteed 4-hour response, depot-based service, exchange options, and parts support for both electronic and physical components over a 1-year term.
- Q: How long is the service term? A: The Extended Service lasts 12 months from the start date and may be renewed to maintain continuous coverage for your environment.
- Q: What parts are covered? A: Both electronic components and physical hardware parts are included, enabling comprehensive repair or replacement as needed to restore service.
- Q: Is on-site service included? A: The program is described as depot-based with exchange options. On-site support can sometimes be arranged as an add-on or within certain contracts, depending on availability and region.
- Q: How fast is the response? A: A four-hour response window is standard after incident logging, designed to initiate remediation quickly and minimize downtime.
- Q: How do I start? A: Contact your Extreme Networks account team or an authorized partner to initiate the ResponsePLUS service, review SLAs, and begin onboarding.
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