Extreme Networks ExtremeWorks Managed Services ResponsePLUS – Extended Service (1 Year) | Service Nbd Ahr H31346

Experience enterprise‑grade network reliability with Extreme Networks ExtremeWorks Managed Services ResponsePLUS. This Extended Service offering delivers continuous proactive remote monitoring, rapid incident and problem management, proactive change and configuration management, ongoing software updates and upgrades, and advanced parts replacement for covered products. Designed for businesses that demand consistent uptime, predictable performance, and hands‑off operational simplicity, ResponsePLUS keeps your network aligned with evolving technology and security requirements while you focus on strategic initiatives.

• Continuous remote network monitoring and performance optimization. ResponsePLUS provides around‑the‑clock visibility into device health, traffic patterns, and security events. Proactive alerting helps your team identify and address issues before end users notice a disruption, reducing mean time to detection (MTTD) and mean time to repair (MTTR).
• Incident and problem management with rapid escalation. When a fault occurs, a structured workflow kicks off: triage, escalation to senior engineers, containment, root‑cause analysis, and validation. This minimizes downtime and ensures problems are resolved with a durable, long‑term solution rather than quick fixes.
• Proactive change and configuration management to minimize risk. Changes are planned, risk‑assessed, and tested within controlled parameters. Configuration baselines are maintained, drift is detected, and validated rollouts help protect network stability during updates, capacity additions, and topology changes.
• Operational software updates and upgrades for security and efficiency. Regular firmware and software updates keep devices current with the latest features, security patches, and performance enhancements. This reduces vulnerability exposure and ensures compatibility with evolving network ecosystems.
• Advanced parts replacement and coverage designed for minimal downtime. Under the terms of the Extended Service, hardware replacement is prioritized to reduce service interruption, with terms aligned to your service level and device criticality. This helps preserve service levels during hardware faults or component failures.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS

• SKU: H31346
• Service duration: 1 Year
• Service level: ResponsePLUS Extended Service with NBD AHR (Next Business Day Authorized Hardware Replacement)
• Delivery model: Remote monitoring and management with proactive engagement
• Core capabilities: Continuous monitoring, incident and problem management, proactive change and configuration management, software updates and upgrades, and advanced parts replacement for covered products
• Onboarding and activation: Streamlined onboarding by Extreme Networks with defined start date, inventory collection, and access provisioning
• Supported platforms: Covers eligible Extreme Networks devices and selected infrastructure components as defined in the service agreement
• Support channels: 24/7 monitoring alerts, engineering escalation, and customer‑visible status updates via the service portal

How to install Extreme Networks ExtremeWorks Managed Services ResponsePLUS

• Step 1 — Initiate onboarding: Contact your Extreme Networks account team to initiate onboarding, confirm the 1‑year term, and establish the service activation date. Clarify coverage scope, contact points, and preferred communication channels.
• Step 2 — Compile device inventory: Provide a comprehensive list of devices, sites, and topology elements to be covered. Include serial numbers, model types, firmware versions, and any custom configurations that require special handling.
• Step 3 — Prepare access and credentials: Establish secure remote access for monitoring tools and engineering teams. Define escalation contacts, maintenance windows, and notification preferences to ensure timely communications during events.
• Step 4 — Onboard to monitoring platform: Enable the ResponsePLUS monitoring suite, configure baseline performance metrics, thresholds, and alert routing. Validate data feeds, connectivity, and data integrity across the environment.
• Step 5 — Validate and kick off: Run initial health checks, confirm that alerts are being received, and align on the initial service start date. Schedule a kickoff call to review expectations, reporting cadence, and success criteria.

Frequently asked questions

• Q: What is included in the 1‑year Extreme Networks ResponsePLUS Extended Service?
• A: It includes continuous remote monitoring, proactive incident and problem management, proactive change and configuration management, software updates and upgrades, and advanced parts replacement for covered products, all designed to maximize uptime and minimize risk.
• Q: What does NBD AHR stand for, and how does it affect hardware replacements?
• A: NBD AHR stands for Next Business Day Authorized Hardware Replacement. It indicates that, when hardware replacement is required under the service terms, Extreme Networks prioritizes a next‑business‑day shipment or dispatch to restore service quickly, subject to device eligibility and stock availability.
• Q: Which devices are covered by ResponsePLUS?
• A: Coverage applies to the devices defined in your service agreement for the ResponsePLUS plan. The exact list of covered products will be specified in the contract and onboarding documents provided by Extreme Networks.
• Q: Can I extend or modify the service after purchase?
• A: Yes. Extensions or changes can be discussed with your account representative during the term, including adjustments to coverage scope, service levels, or duration based on evolving needs.
• Q: How does ResponsePLUS interact with my internal IT team?
• A: ResponsePLUS augments your IT team by providing 24/7 monitoring, rapid escalation, and expert engineering support. Your team retains control of strategic decisions while receiving proactive guidance and hands‑off operational care for routine maintenance and incident response.
• Q: What is the onboarding timeline?
• A: Onboarding timelines vary by environment, but most customers complete setup within a few days to a couple of weeks, depending on inventory readiness and access provisioning. Your account team will provide a detailed schedule during kickoff.
• Q: What reporting and transparency can I expect?
• A: You will receive regular dashboards and status reports showing device health, incident resolution progress, change activity, and software update status. Reports are designed to keep stakeholders informed and aligned with service goals.
• Q: How do I get support if I have questions or issues?
• A: Support is available through the established channels defined in your service agreement. For urgent matters, you can escalate via the dedicated engineering line or portal, and you will receive timely updates from the on‑call team.