Extreme Networks ExtremeWorks Managed Services ResponsePLUS — Extended Service (1 Year)

Protect your network uptime and maximize performance with Extreme Networks ExtremeWorks Managed Services ResponsePLUS. This extended service plan is engineered for busy IT teams that demand fast, reliable support without the guesswork. With a full year of coverage, you gain 24x7 support and a guaranteed 4-hour on-site response, ensuring critical issues are resolved quickly, so your operations stay productive. ResponsePLUS combines on-site expertise with efficient parts management and a streamlined electronic/physical service model, delivering a cohesive, hassle-free experience that minimizes downtime and accelerates recovery. Whether you’re running a data center, campus network, or dispersed branch offices, this service is designed to keep your network at peak performance while reducing the total cost of ownership over time.

• 24 x 7 support with a 4-hour on-site response time: When a problem arises, Extreme Networks acts swiftly to diagnose, repair, and restore services at your location, minimizing disruption to users and business processes.
• Extended 1-year coverage: This extended service provides long-term peace of mind, helping you stabilize budgets and ensure ongoing reliability across critical network infrastructure.
• Exchange and parts replacement: The program includes exchange services and essential parts replacement to keep hardware components current and functioning, reducing recovery time and avoiding lengthy outages.
• On-site service for convenience and efficiency: Technicians come directly to your site, handle installation and maintenance tasks on location, and coordinate with your team to minimize impact on daily operations.
• Electronic and physical service with enhanced usability: A comprehensive service model combines electronic case management with physical support, enabling faster ticket handling, clear communication, and scalable problem resolution across complex environments.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS

• Service type: Managed Services, ResponsePLUS (Extended Service)
• Coverage: 24x7x4-hour on-site response and resolution window
• On-site support: Included for hardware and critical components at customer location
• Parts and exchanges: Advanced parts replacement and hardware exchange options to minimize downtime
• Service duration: 1 year from activation
• Delivery model: Electronic and physical service components to support rapid issue resolution
• Support infrastructure: Access to Extreme Networks’ trained engineers via 24/7 service desk
• Scope: Coordinated incident management for eligible Extreme Networks hardware and configurations as defined in the service agreement

How to install Extreme Networks ExtremeWorks Managed Services ResponsePLUS

Onboarding for this extended service begins with a streamlined enrollment process designed to get your support coverage active quickly. Step 1: Confirm eligibility and select the ResponsePLUS plan to align with your hardware, topology, and business requirements. Step 2: Provide essential network details, including device makes/models, serial numbers, and locations, so the Extreme Networks team can map coverage and prepare technicians for on-site visits. Step 3: Designate a primary point of contact and preferred escalation path to ensure rapid communication during an incident. Step 4: Schedule the activation date and connect with a dedicated account manager who will guide you through service activation, reporting, and ongoing case management. Step 5: Once activated, you’ll receive access to the support portal, where you can open, track, and close incidents, submit change requests, and view service performance metrics. Step 6: In the event of an outage or problem, you’ll experience the 24x7 support channel, with a responsive on-site technician dispatched within the guaranteed 4-hour window to assess, repair, and restore services. Step 7: Periodic reviews and proactive health checks are scheduled to identify trends, apply preventive maintenance, and optimize configurations for continued uptime and efficiency.

Because ResponsePLUS emphasizes rapid on-site response, you’ll also benefit from proactive parts management, clear service-level commitments, and a simplified renewal path to extend coverage as your infrastructure evolves. This approach reduces the administrative overhead of managing multiple contracts and aligns with best practices for enterprise-grade networks. Whether you’re migrating to newer hardware, expanding to new sites, or maintaining a complex multi-site environment, the service is designed to scale with your needs while keeping critical services online and available.

Frequently asked questions

• What does ResponsePLUS cover? ResponsePLUS provides 24x7 support with a guaranteed 4-hour on-site response, on-site labor, exchange services, and parts replacement, all under a 1-year extended service contract. The plan also integrates electronic and physical service delivery to streamline incident management and resolution.
• How quickly can I expect on-site assistance? You can expect a targeted on-site arrival within 4 hours of a reported incident, subject to service terms and geographic coverage. The goal is to quickly diagnose and repair issues to minimize downtime.
• Is this service suitable for all Extreme Networks hardware? The program is designed for compatible Extreme Networks devices covered by the ExtremeWorks portfolio. Compatibility and coverage details are defined in the service agreement and discussed with your account manager during onboarding.
• How do I initiate a support request? Requests are submitted through the 24/7 Extreme Networks support portal or emergency hotlines provided in your onboarding package. Each ticket is assigned to a qualified engineer, with tracking and updates available in real time.
• Can I renew or extend the service after one year? Yes. ResponsePLUS is available as a one-year extension and can be renewed to maintain continuous coverage. Your account manager will assist with renewal options to fit your evolving network needs.
• What is the difference between electronic and physical service? Electronic service covers digital ticket management, remote diagnostics, and virtual guidance, while physical service involves on-site visits, hands-on troubleshooting, components replacement, and hardware handling conducted by trained technicians.