Extreme Networks ExtremeWorks Managed Services ResponsePLUS – Extended Service (1 Year) – NBD/AHR

Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS offers a comprehensive, proactive approach to keeping enterprise networks resilient, secure, and performing at peak levels. This Extended Service delivers a full year of proactive remote monitoring and engineering support designed to minimize downtime, accelerate issue resolution, and reduce the operational burden on your IT team. With ResponsePLUS, you gain continuous visibility into the health of your network, hands-on incident and problem management, proactive change and configuration management, routine software updates and upgrades, and advanced parts replacement for covered devices. The offering is tailored to align with business priorities, ensuring predictable service levels while providing scalability as your network grows. When you choose ResponsePLUS, you’re partnering with a dedicated Extreme Networks team that focuses on uptime, performance, and long-term network health so your staff can focus on strategic initiatives rather than firefighting.

• Continuous proactive remote network monitoring 24/7 with real-time alerts, analytics, and automatic escalation to the appropriate engineering teams for rapid containment.
• Incident and problem management to accelerate detection, triage, diagnosis, and remediation, minimizing downtime and preserving user experience across critical applications.
• Proactive change and configuration management to enforce best practices, maintain consistency, and reduce risks during firmware, software, or policy updates.
• Operational software updates and upgrades to keep devices secure, up-to-date, and optimized for performance with predictable delivery timelines.
• Advanced parts replacement for covered devices with Next Business Day (NBD) service where available, helping maximize uptime and minimize repair delays.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS

• Service duration: 1 year Extended Service (ResponsePLUS) with optional NBD/AHR coverage as defined in the service agreement.
• Delivery model: Fully managed services combining remote monitoring, incident/problem management, proactive change and configuration management, software updates/upgrades, and parts replacement.
• Coverage scope: Remote monitoring, proactive maintenance, incident and problem management, change/config management, software updates, and advanced parts replacement for covered products.
• Response and uptime commitments: 24/7 monitoring with rapid escalation; Next Business Day parts replacement where applicable by contract terms.
• On-site support: On-site actions (where included) are determined by service level and device eligibility; refer to contract for specifics.
• Device eligibility: Covered Extreme Networks devices as defined in the customer’s service order and applicable specifications.

How to install Extreme Networks ExtremeWorks Managed Services ResponsePLUS

This is a managed service, so “installation” primarily means onboarding and provisioning rather than a traditional software or hardware install. To begin, contact your Extreme Networks account team or authorized partner to initiate a service order and confirm the scope, devices, locations, and expected service levels. During onboarding, the Extreme Works team and your IT staff collaborate to map your network, identify devices to be monitored, and establish governance for response, escalation, and communications.

On onboarding, you’ll provide inventory details, network topology, device credentials, and access to monitoring interfaces. The service onboarding team configures monitoring policies, alert thresholds, and escalation paths aligned with your business hours and critical applications. You may need to enable SNMP access or other supported telemetry channels to allow remote monitoring and diagnostics. Documentation and a service playbook will be created to guide future changes, incident handling, and reporting cadence.

After onboarding, the ResponsePLUS team begins continuous monitoring, proactive maintenance scheduling, and software update planning. You will receive regular performance reports, maintenance notices, and advance notifications of planned updates. If your environment includes change windows, maintenance blackout periods, or specific change-control requirements, those will be integrated into the service schedule. Throughout the engagement, the customer’s IT team retains ownership of network design and policy decisions, while Extreme Networks provides expert execution, proactive care, and rapid response when issues occur.

Prerequisites typically include: a complete and up-to-date device inventory, access credentials for monitoring, and agreement on service levels, response times, and escalation channels. Customers should ensure that target devices are within the supported scope and that any prerequisites for remote telemetry are in place. The onboarding process is designed to be smooth, with clear milestones, so you can begin benefiting from 24/7 monitoring and proactive maintenance as soon as activation completes.

Frequently asked questions

Q: What is ResponsePLUS – Extended Service?

A: ResponsePLUS is Extreme Networks’ managed services option that combines 24/7 remote monitoring, proactive maintenance, and hands-on incident, problem, and change management for a 1-year term. It includes software updates/upgrades and advanced parts replacement for covered devices, with optional Next Business Day (NBD) parts delivery where available. This service is designed to reduce downtime, simplify operations, and provide a scalable foundation for network reliability.

Q: What does “NBD” stand for, and how does it apply?

A: NBD stands for Next Business Day. In the context of ResponsePLUS, NBD refers to rapid hardware parts replacement and related hardware support, where such terms are included in the service contract. Availability depends on device type, geographic location, and the specifics of the service order.

Q: Which devices are covered under this service?

A: Covered devices are defined in the service agreement and typically include Extreme Networks devices and related hardware identified in the onboarding inventory. The scope can be adjusted by contract terms, so confirm the list of covered products with your account representative during onboarding.

Q: What kind of support can I expect with incident management?

A: When a network event occurs, ResponsePLUS provides rapid detection, triage, and remediation. The program includes escalation to specialized engineering teams, coordinated cross-functional involvement when needed, and communication of status updates to you. The goal is to minimize downtime and maintain service levels for essential applications and users.

Q: Are software updates included?

A: Yes. Operational software updates and upgrades are included to keep devices secure, compliant, and performing optimally. Updates are scheduled in coordination with your change windows and business priorities to minimize disruption.

Q: Can I renew or extend the service after 1 year?

A: Yes. ResponsePLUS is designed to be renewable through a new service order. Renewal options will be discussed as part of your account planning, allowing you to maintain continuity of monitoring, maintenance, and parts support as your network evolves.