Extreme Networks ExtremeWorks Managed Services ResponsePLUS – Extended Service (1 Year) with Next Business Day Parts Replacement

Discover comprehensive protection for your critical network with Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS. This extended-service package delivers continuous proactive monitoring, rapid incident and problem management, proactive change and configuration governance, and ongoing software updates to keep your network resilient, secure, and operating at peak efficiency. With ResponsePLUS, you gain access to a dedicated support ecosystem that anticipates issues before they disrupt your business, backed by real-time insights, standardized reporting, and a trusted account team to guide you through ongoing optimization.

• Proactive remote network monitoring and proactive incident management to identify and address issues before they escalate, minimizing downtime and protecting business continuity.
• Structured problem management, along with proactive change and configuration management, ensuring your network remains aligned with evolving requirements and security best practices.
• Operational software updates and software upgrades designed to keep devices, applications, and services current with the latest features, performance improvements, and security patches.
• Advanced parts replacement with Next Business Day (NBD) availability, delivering fast, reliable, and cost-effective service when hardware needs attention or replacement.
• A dedicated ExtremeWorks Managed Services Gateway for real-time access to network health, performance, security issues, saved configurations, an inventory database, and standardized network reports, all centralized for quick decision making.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS – Extended Service – 1 Year – Service NBD AHR-16531T

• Service duration: 1 year, designed to maximize productivity and deliver timely results with continuous coverage.
• Coverage scope: Covered Products as defined herein, with inclusion of proactive monitoring, incident and problem management, and ongoing maintenance activities.
• Remote monitoring and proactive management: 24/7 remote visibility into network health, performance, and security posture, enabling rapid detection and action.
• Incident and problem management: Structured processes to resolve issues efficiently, reduce impact, and prevent recurrence through root-cause analysis and corrective actions.
• Configuration and change management: Proactive governance of device configurations and network changes to maintain consistency, compliance, and reliability across the environment.
• Software updates and upgrades: Timely operational software updates and upgrades to keep devices current and secure without disrupting network service levels.
• Advanced parts replacement: Next Business Day advance parts replacement to minimize downtime and improve service restoration timelines.
• Managed Services Gateway: Real-time access to key network data, including health and performance insights, security issue alerts, saved configurations, and an inventory database, complemented by standardized reports for executives and engineers.
• Account management: A designated managed services account manager is assigned, with scheduled review sessions to assess performance, align on priorities, and plan improvements.
• Communication and support: Email support included to resolve problems promptly, ensuring clear, documented correspondence and escalation paths as needed.
• Delivery model: Depot-based service characteristics that emphasize fast, reliable, and cost-effective response to hardware issues, complemented by field or remote support as required.
• Global reach and reliability: Designed to scale with your organization, providing a consistent level of service across locations and ensuring maximum reliability for mission-critical networks.

How to install Extreme Networks ExtremeWorks Managed Services ResponsePLUS

• Step 1: Activate and onboard the service with your Extreme Networks account manager. Provide your network details, escalation contacts, and preferred communication channels to establish coverage and response expectations.
• Step 2: Enable access to the ExtremeWorks Managed Services Gateway. Configure user roles, permissions, and notification settings so your IT team can monitor health, performance, and security in real time, plus access saved configurations and the inventory database.
• Step 3: Define monitoring parameters and thresholds. Work with the service team to establish critical alert criteria, response time targets, and escalation procedures to ensure rapid action on priority events.
• Step 4: Schedule onboarding and governance sessions. Set a cadence for review meetings, performance dashboards, and strategic planning to align network initiatives with business goals.
• Step 5: Initiate ongoing optimization. Leverage proactive software updates, change management, and configuration management practices to maintain optimal network health, reduce risk, and adapt to evolving requirements.

Frequently asked questions

• What does ExtremeWorks Managed Services ResponsePLUS include? It provides continuous proactive remote monitoring, incident and problem management, proactive change and configuration management, operational software updates and upgrades, advanced parts replacement with Next Business Day service, and access to the Managed Services Gateway for real-time network health, inventory, and reporting, all backed by a dedicated account manager and regular review sessions.
• How long is the service period? The service duration is 1 year, designed to deliver sustained support and predictable costs with ongoing value through proactive management and rapid response capabilities.
• What is Next Business Day (NBD) parts replacement? NBD parts replacement ensures that replacement components are delivered and available to restore service promptly the next business day after a qualified hardware issue is identified, reducing downtime and improving reliability.
• Who will manage my account? A designated ExtremeWorks Managed Services account manager will be assigned to your organization, responsible for coordinating services, scheduling reviews, and ensuring alignment with your network objectives.
• What kind of support channels are available? Email support is included for problem resolution, and the service is designed to leverage a depot-based model for fast, reliable parts replacement and maintenance, with additional remote or on-site options as needed depending on the coverage defined in your contract.
• What are the benefits of the Managed Services Gateway? The gateway provides real-time visibility into network health, performance, and security issues, along with saved configurations, an inventory database, and standardized reports to facilitate informed decision-making and governance across your IT team.
• Is software updates and upgrades part of the service? Yes. Operational software updates and upgrades are included to ensure devices remain current, secure, and performing at their best without requiring separate projects or downtime.
• Can I customize the service for multiple locations? The ExtremeWorks ResponsePLUS program is designed to scale across locations, with centralized reporting and account management to support multi-site environments and consistent service levels.