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

Meet Extreme Networks ExtremeWorks Managed Services ResponsePLUS, an extended service designed to keep your network running smoothly by delivering 24 x 7 support with a 4-hour on-site response. This comprehensive service is built for organizations that demand rapid issue resolution, minimal downtime, and predictable budgeting. With on-site engineers, guaranteed parts replacement, and a seamless electronic and physical service profile, ResponsePLUS delivers the reliability you need to keep critical applications online, even in demanding environments. The 1-year coverage period ensures ongoing optimization, proactive maintenance, and fast escalation when you need it most. Whether you’re protecting complex data centers, distributed campuses, or multi-site networks, this extended service is designed to align with your operational goals and IT service levels, providing peace of mind through exchange and advance parts replacement capabilities.

• Reliability at heart: 4-hour on-site response ensures that expert assistance arrives quickly, accelerating problem resolution and minimizing downtime across your network.
• Comprehensive coverage: 24 x 7 x 4-Hour service hours provide round-the-clock availability, supporting mission-critical environments where every minute counts.
• Parts and replacement guarantee: The parts replacement service feature delivers timely access to critical components, reducing repair times and keeping systems in peak condition.
• Flexible service sub-type: An electronic and physical support model gives you the convenience of digital case handling with hands-on on-site intervention when required.
• One-year certainty: With a full 1 Year service duration, you gain predictable maintenance cycles, clear renewal windows, and ongoing access to expert support for the life of the contract.

Technical Details of ExtremeWorks Managed Services ResponsePLUS

• SKU: H35606
• Service Type: ResponsePLUS — Extended Service
• Duration: 1 Year
• Support Coverage: 24 x 7 padding with 4-Hour On-Site Response
• Response Time: 4 hours onsite with advance parts replacement
• On-site Support: Yes — engineer dispatched to your location
• Exchange: Included — rapid replacement of failed equipment
• Parts: Comprehensive parts coverage for critical components
• Service Sub-Type: Electronic and Physical — mixed service modality for maximum convenience
• Focus: Proactive issue resolution, rapid escalation, and efficient incident handling

How to install ExtremeWorks Managed Services ResponsePLUS

Because ResponsePLUS is a managed services offering rather than a traditional software or hardware installation, onboarding centers on readiness, alignment, and scheduling rather than a physical setup. To begin enjoying the benefits of an extended service with 4-hour on-site response, follow these onboarding steps to ensure a smooth transition and immediate value:

• Engage with your Extreme Networks account team to confirm eligibility for ResponsePLUS and verify the SKU H35606 for your equipment and network footprint.
• Provide a high-level inventory of critical devices and sites that will be covered under the Extended Service. This includes model numbers, locations, and any known dependencies that influence service scheduling.
• Clarify service hours, escalation contacts, and preferred on-site arrival windows. The 24 x 7 nature of the service requires up-to-date contact information and clear escalation paths.
• Coordinate with Extreme Networks to establish the onboarding timeline, assign a primary point of contact, and link your network management systems for proactive monitoring and incident tracking.
• Prepare access and security requirements for on-site visits, ensuring engineers can reach critical infrastructure without delay. Confirm any site-specific safety or compliance needs prior to deployment.
• Schedule a kickoff session to align service expectations, review existing maintenance plans, and validate the scope of the advance parts replacement and exchange capabilities.

Once onboarding is complete, Extreme Networks’ ResponsePLUS team activates the extended service framework. You’ll receive defined SLAs, an assigned field engineering team, and access to the service portal for real-time case visibility. The combination of on-site support, parts replacement, and electronic and physical service ensures rapid restoration of network services and a smooth transition between remote and on-site interventions. The objective is to minimize disruption, shorten mean time to repair (MTTR), and keep your critical workloads operational. This is particularly valuable for environments with stringent uptime requirements, where even brief outages can have cascading effects on business operations. With ResponsePLUS, you’re not just paying for support; you’re investing in a reliable partnership that prioritizes uptime, performance, and predictable service experiences.

Frequently asked questions

Q: What does 4-hour on-site response mean in practice?
A: It means an Extreme Networks field engineer is dispatched to your location to begin resolution within four hours of incident acknowledgement, helping to minimize downtime and accelerate fault isolation and repair.

Q: What is included in the Exchange and Parts coverage?
A: The service includes rapid exchange of failed devices and guaranteed access to critical replacement parts, enabling faster restoration of services and reducing repair time during incidents.

Q: Is this service suitable for multi-site deployments?
A: Yes. ResponsePLUS is designed to support distributed networks with 24 x 7 coverage and on-site response across multiple locations, ensuring consistent service levels regardless of site count.

Q: How does the Electronic and Physical service sub-type work?
A: The Electronic component handles remote monitoring, case management, and digital diagnostics, while the Physical component covers on-site visits, hands-on repair, and hardware replacement as needed.

Q: How long is the service term and how do renewals work?
A: The service term is 1 year from the start date. Renewal is typically arranged before expiration, with options to adjust coverage, service levels, or site scope to match changing needs.