ExtremeWorks Managed Services ResponsePLUS - Extended Service (1 Year)

Introducing Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS — Extended Service for 1 year. This premium support plan is designed to maximize uptime, speed resolution of technical issues, and streamline maintenance for mission-critical networks. With ResponsePLUS, you gain proactive coverage, rapid parts replacement, and a service-delivered experience that reduces operational risk across your environment. This extended service combines a robust mix of on-site reliability, depot-based efficiency, and clear electronic tracking to ensure your network devices stay optimized, secure, and performing at peak levels. If your goal is predictability, faster recovery times, and minimal disruption to business operations, ResponsePLUS is engineered to deliver you those outcomes through dependable service, precise escalation, and a focus on continual service improvement.

• Comprehensive 1-year coverage — Enjoy a full 12 months of extended service designed to protect your critical network assets. This plan is built to align with enterprise maintenance cadences, providing predictable renewal cycles and a sustained level of support that keeps your networks resilient over the long term.
• Next Business Day parts replacement — When a hardware issue arises, ResponsePLUS prioritizes rapid parts replacement with a Next Business Day (NBD) response. This minimizes downtime and accelerates restoration, helping your operations rebound quickly after faults.
• Service Depot – on a smarter, more efficient model — The inclusion of Service Depot support means issues can be addressed with a focused, centralized repair workflow that’s optimized for speed and accuracy. Depot service location improves usability and efficiency, getting hardware back into service faster while reducing disruption to your team.
• Electronic and physical service categorization — The electronic service sub-type makes it easy to categorize, track, and route concerns, so your problems are transparently managed from ticket to resolution. Combined with physical service capabilities, you get a complete, end-to-end support experience for both digital and hardware components.
• Maintenance, parts, and reliability built in — This extended service covers maintenance tasks and parts replacement as part of the package, ensuring ongoing health checks, firmware or software alignment where applicable, and the availability of critical spares to prevent escalations.

Technical Details of ExtremeWorks Managed Services ResponsePLUS

• SKU: 16505
• Service Type: Extended Service
• Service Duration: 1 Year
• Response Time: Next Business Day – Parts Replacement
• Coverage: Maintenance, Parts, Electronic, Physical
• Service Delivery: Service Depot
• Service Subtype: Electronic
• Device Focus: Network hardware and related equipment supported under Extreme Networks’ ExtremeWorks program

How to install ExtremeWorks Managed Services ResponsePLUS

• Verify eligibility and scope — Confirm that your eligible devices and sites are covered under the 1-year ResponsePLUS plan and identify the specific SKUs or device families that require coverage.
• Activate the service — Work with your Extreme Networks account manager or authorized channel partner to activate the extended service on the supported devices, ensuring the service tier is correctly applied and renewal dates are established.
• Configure escalation and notification rules — Set up preferred contact channels, escalation paths, and notification preferences so incidents are routed to the right teams with minimal delays.
• Integrate with your service portal — Access the ExtremeWorks service portal to monitor tickets, track parts shipments, and view status updates in real time. Ensure access credentials are provisioned for your IT staff.
• Plan depot and on-site support windows — Schedule depot repair windows and any on-site visits if required, coordinating with your operations to minimize impact on business activities.

Frequently asked questions

• What does ResponsePLUS cover? ResponsePLUS provides extended service for 1 year, including Next Business Day parts replacement, depot-based maintenance, and electronic/physical support for eligible Extreme Networks devices.
• What is Next Business Day parts replacement? A fast-response support option where the required spare parts are shipped or provided within the next business day after a service request is logged, aiming to minimize downtime.
• What is the difference between Service Depot and on-site support? Service Depot focuses on rapid repair and parts replacement at a centralized location, while on-site support involves technician visits to your site. ResponsePLUS emphasizes depot efficiency, with optional on-site assistance as needed.
• How do I activate or renew the service? Activation occurs via your Extreme Networks account manager or authorized channel partner. Renewal is scheduled as part of your contract and aligned with the 1-year term to ensure uninterrupted coverage.
• Which devices are eligible? The plan covers devices within the ExtremeWorks ecosystem as defined by your agreement and the SKU 16505. Please consult your account team for precise eligibility by device family and site.
• Can ResponsePLUS be extended beyond 1 year? Yes. You can extend or upgrade to longer-term support as your network grows, typically through renewal options with your account manager, preserving service consistency.
• How are incidents tracked? Incidents are categorized via electronic service sub-types and tracked through the service portal, enabling transparent progress updates and efficient routing to the appropriate technical teams.