ExtremeWorks Managed Services ResponsePLUS — Extended 1-Year, 24x7 On-site Support with 4-Hour Response

In today’s fast-paced IT landscape, uptime isn’t a luxury—it’s a necessity. Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS offers an extended 1-year service plan designed to keep your network resilient, productive, and performing at peak levels. This solution blends proactive monitoring with rapid on-site intervention, ensuring that when issues arise, qualified experts are nearby, parts are available, and corrective actions happen quickly. With 24x7 coverage, a guaranteed 4-hour on-site response, and a comprehensive mix of electronic and physical support, ResponsePLUS delivers peace of mind and dependable reliability for critical infrastructure ranging from campus networks to data center environments.

• 24x7 coverage with rapid response: Around-the-clock support ensures that your network is monitored and protected every hour of every day. With vigilant service windows, you receive continuous risk management and proactive issue detection, reducing downtime and keeping essential services online—even during off-hours or holidays. This level of accessibility is especially valuable for enterprises with global operations, remote sites, or latency-sensitive applications that cannot tolerate extended outages.
• 4-hour on-site response with advance parts replacement: When an incident occurs, Extreme Networks commits to a four-hour on-site visit, backed by advance parts replacement to minimize repair time. This means you won’t wait for parts to be shipped and logged as a separate event—the technician arrives equipped to diagnose, replace faulty hardware, and restore service with minimal disruption, aligning with business-critical maintenance and rapid recovery goals.
• 1-year extended service duration: The extended one-year term provides predictable budgeting and sustained coverage for a full annual cycle. It’s designed to support ongoing growth, capacity planning, and long-term reliability initiatives. A year of continuous service also helps you align network maintenance with procurement cycles, lifecycle management, and vendor reliability expectations, giving stakeholders a clear view of support commitments and costs.
• On-site expert engineers for fast, accurate resolution: The on-site component means you gain direct access to qualified Extreme Networks engineers who understand your equipment, configurations, and topology. On-site visits reduce back-and-forth delays common with remote-only support, facilitate hands-on diagnostics, and accelerate root-cause analysis, ensuring that complex issues are resolved in a timely manner and with professional rigor.
• Electronic and Physical service with exchange and parts: ResponsePLUS integrates electronic and physical service capabilities, including hardware exchange and parts availability. This combination supports both software- and hardware-related incidents, enabling comprehensive remediation—from firmware or configuration adjustments to failing components replacement—across your network stack.

Technical Details of ExtremeWorks Managed Services ResponsePLUS

• SKU: H34747
• Service type: ExtremeWorks Managed Services ResponsePLUS (Extended Service)
• Coverage: 24x7 support with guaranteed 4-hour on-site response
• Duration: 1 Year
• Inclusions: On-site support, exchange services, parts replacement, electronic and physical service subtype

How to install ExtremeWorks Managed Services ResponsePLUS

ResponsePLUS is a service contract rather than a hardware installation. Activation and onboarding are straightforward and designed to minimize disruption while maximizing the value of the service. Here are the typical steps to get started:

• Step 1: Confirm eligibility and purchase the 1-year ResponsePLUS Extended Service for the applicable device set (SKU H34747) through your Extreme Networks account representative or authorized partner.
• Step 2: Provide your network inventory, including site locations, device models, serial numbers, and current configurations. This data helps the Extreme team tailor coverage, response routing, and on-site team assignments to your environment.
• Step 3: Establish service activation date and on-site visit scheduling windows. Your account manager will coordinate with your facilities and IT teams to align service starts with maintenance windows and business cycles.
• Step 4: Prepare a point of contact and escalation path. Designate a primary contact for incident reporting, plus alternate contacts for holidays or site-specific requirements, ensuring rapid communication when incidents occur.
• Step 5: On-site onboarding and knowledge transfer. Within the initial service window, a qualified Extreme Networks engineer will review your environment, verify coverage applicability, and confirm parts availability and exchange protocols to ensure seamless remediation when incidents arise.

Frequently asked questions

• Q: What is included in the ExtremeWorks ResponsePLUS Extended Service?

  A: ResponsePLUS provides 24x7 monitoring and support with a guaranteed 4-hour on-site response, on-site expert engineering, exchange and parts services, and a one-year service term. It combines electronic and physical service elements to maximize system availability, minimize downtime, and deliver rapid resolution for hardware and configuration issues.

• Q: Does 4-hour on-site response apply to every incident?

  A: The 4-hour on-site response is a guaranteed service level for eligible incidents during the covered hours. Time-to-resolution may vary based on incident complexity, parts availability, and remote diagnostic findings. The promise is the presence of a qualified engineer on-site within four hours of escalation for supported issues.

• Q: Is 24x7 support available for all sites and time zones?

  A: Yes. The service is designed for 24x7 availability, ensuring around-the-clock support across locations and time zones. This is particularly beneficial for multi-site deployments, global enterprises, and environments that require consistent reliability regardless of geographic location.

• Q: What does “exchange” mean in this service?

  A: Exchange refers to hardware replacement for components that fail or underperform, ensuring you have functioning equipment with minimal downtime. This can include swapping defective modules, power supplies, or other critical components as part of the service coverage.

• Q: How do I activate or renew the service after the initial year?

  A: Activation is completed via your Extreme Networks account manager or authorized partner. Renewal conversations typically occur toward the end of the current term, with updated coverage, pricing, and terms to match your evolving network needs.