ExtremeWorks Managed Services ResponsePLUS - Extended Service (1 Year)

Extreme Networks offers the ExtremeWorks Managed Services ResponsePLUS Extended Service to safeguard your critical networking investment with around-the-clock vigilance and rapid on-site support. This 1-year extended service plan is designed to maximize uptime, protect hardware and configurations, and deliver proactive care so your network stays resilient in the face of evolving demands. With 24 x 7 coverage and a guaranteed 4-hour on-site response, you gain predictable service delivery, faster recovery times, and the peace of mind that comes from knowing expert engineers are aligned with your business objectives. The ResponsePLUS extension builds on the core ExtremeWorks framework, focusing on enhanced on-site engineering, faster parts replacement, and a comprehensive protection strategy that covers both electronic and physical aspects of your infrastructure. - 24 x 7 x 4 Hour On-site Response: Round-the-clock coverage with a guaranteed on-site visit within four hours to minimize downtime and keep critical applications running smoothly. - Comprehensive Exchange and Parts Coverage: Access to replacement components and exchange services to restore functionality quickly, reducing mean time to repair (MTTR). - Electronic and Physical Protection: A robust service that guards your devices against both electronic failures and physical wear, ensuring reliability in challenging environments. - Investment Protection and Reliability: A proactive, predictable maintenance model that extends the lifecycle of your Extreme Networks hardware and reduces unexpected repair costs. - Flexible, Ready-to-Scale Support: Designed to adapt as your network grows, with options to tailor coverage across multiple sites, devices, and use cases while maintaining consistent service levels.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service - 1 Year

• Service Type: ExtremeWorks Managed Services - ResponsePLUS (Extended Service)
• Duration: 1 year
• Coverage: 24 x 7 x 4 Hour on-site response
• Delivery: On-site engineering support, with parts exchange and replacement as needed
• Inclusions: Parts replacement, exchange service, electronic and physical protection
• Reference SKU: hronsite-16513
• Scope: Intended for protection of Extreme Networks infrastructure requiring rapid on-site intervention
• Eligibility: Requires enrollment and eligibility validation as part of Extreme Networks service delivery

How to Install Extreme Networks ExtremeWorks Managed Services ResponsePLUS

Getting started with ResponsePLUS Extended Service is designed to be straightforward and seamless, ensuring you can fast-track onboarding and begin benefiting from enhanced protection quickly. The installation approach for a managed service focuses on onboarding, configuration alignment, and collaborative coordination with the Extreme Networks service delivery team.

• Confirm Service Eligibility and Purchase: Verify that the Extended Service plan (ResponsePLUS) is active for your account and that the term is set for 1 year. Ensure you have the correct product reference (hronsite-16513) to map the service to the appropriate devices and locations.
• Gather Device and Site Details: Collect serial numbers, device models, and critical site information for all equipment to be covered under the 1-year plan. Prepare a concise inventory list to share with the Extreme Networks service team.
• Provide Administrative Contacts: Designate primary and secondary points of contact for on-site visits, escalations, and billing inquiries. Ensure contact information is up-to-date to avoid delays in scheduling.
• Coordinate On-site Onboarding: Work with the Extreme Networks delivery team to schedule the initial onboarding visit, review service expectations, confirm response times, and align on maintenance windows that minimize business disruption.
• Activate Monitoring and Documentation: Enable any required monitoring channels and document current configurations, including firmware levels, network topology, and critical dependencies. This enables rapid assessment during incidents and smoother handoffs to on-site engineers.
• Establish Escalation and Communication Protocols: Agree on escalation paths, notification preferences, and reporting cadence. Ensure stakeholders receive timely alerts about incidents, maintenance activities, and service status updates.

Frequently asked questions

• What does the ResponsePLUS Extended Service include? It provides 24 x 7 coverage with a guaranteed 4-hour on-site response, along with exchange and replacement of parts, and protection for both electronic and physical aspects of your Extreme Networks infrastructure. The service is designed to minimize downtime and extend the life of your equipment during the 1-year term.
• How long is the coverage period? The Extended Service is valid for 1 year from the start date of enrollment, with the option to renew or upgrade to additional coverage as your network evolves.
• What is the on-site response time? The service guarantees a 4-hour on-site response, available 24 hours a day, 7 days a week, to ensure rapid restoration of critical functionality.
• Do I need prior authorization for on-site visits? On-site visits are scheduled within the service terms, with pre-authorization and scheduling coordinated between your organization and the Extreme Networks service delivery team to minimize disruption.
• Can I upgrade or modify the service during the term? Yes, you can discuss options to scale coverage or adjust terms with Extreme Networks to align with changing network requirements and site expansion.
• Is remote support included? Remote diagnostics and support are typically part of the service framework to accelerate issue identification, with on-site escalation as needed to satisfy the 4-hour on-site response commitment.
• How do I renew after the 1-year term? Renewal is available through your Extreme Networks account representative. Renewal discussions can cover extended terms, expanded site coverage, and updated device lists to maintain consistent protection.