Extreme Networks ExtremeWorks ResponsePLUS: Extended 1-Year On-site Service

Secure uninterrupted network performance with Extreme Networks ExtremeWorks Managed Services ResponsePLUS. This extended, one-year service delivers 24/7 expert support with next-business-day on-site coverage, rapid parts replacement, and a reliable combination of electronic and physical service. Engineered for critical environments, ResponsePLUS is designed to minimize downtime, accelerate issue resolution, and keep your network operating at peak productivity.

• 24/7 coverage with Next Business Day on-site response: When your network hits a snag, you aren’t left waiting. ResponsePLUS guarantees around-the-clock support and a fast on-site arrival on the next business day, helping you maintain service levels during peak periods and after-hours events. This continuous availability means fewer disruptions and less anxious downtime for your IT teams.
• On-site support with Exchange and Parts replacement: The service includes on-site visits paired with exchange capabilities and parts replacement. If a component fails or you need a rapid swap, an experienced technician arrives ready to replace with quality parts, enabling immediate restoration of critical services and reduced mean time to repair (MTTR).
• Electronic and Physical service sub-type for reliability: Extreme Networks blends electronic and physical service layers to address both software and hardware-related issues. This comprehensive approach ensures that firmware, software configurations, and hardware integrity are treated cohesively, resulting in more reliable systems and fewer escalations.
• 1-year duration for sustained productivity: A full-year service window provides long-term stability and planning certainty. Customers can schedule maintenance, firmware updates, and proactive health checks without worrying about lapses in coverage, ensuring steady performance and predictable budgeting.
• Advanced parts replacement with timely completion: The ResponsePLUS package emphasizes advance parts replacement, enabling technicians to bring the right components on-site or pre-authorize replacements to minimize downtime. This proactive approach reduces back-and-forth and accelerates restoration of full functionality.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS

The following technical details summarize the service offering and align with the product’s SKU to aid procurement and referencing in your ecosystem.

• SKU: H34032
• Service type: ExtremeWorks Managed Services, ResponsePLUS, Extended Service
• Duration: 1 year
• Coverage: 24x7 availability, Next Business Day on-site response
• On-site support: Included, with on-site labor and arrival commitments
• Part/Exchange policy: Exchange and parts replacement included; advance parts replacement emphasized
• Service sub-type: Electronic and Physical service, addressing both software configurations and hardware components
• Typical response workflow: 24x7 monitoring and rapid escalation to provide timely remediation with on-site execution

How to Activate and Install Extreme Networks ExtremeWorks ResponsePLUS

ResponsePLUS is designed to be activated and brought to work quickly, with minimal disruption to your operations. Follow these practical steps to get started and ensure a smooth onboarding experience.

• Confirm eligibility and activate the service: Work with your Extreme Networks account representative or authorized partner to confirm your device SKU (H34032) and activate the ResponsePLUS extended service for a full year coverage.
• Define service windows and escalation paths: Establish preferred hours for on-site visits, critical-incident escalation channels, and the primary point of contact for rapid communication during incidents.
• Inventory and asset validation: Provide the technician with a current asset list, device serials or inventory IDs where applicable, and any recent incident history to accelerate diagnosis.
• Prepare on-site access and logistics: Confirm access credentials, security requirements, parking or loading dock information, and any site-specific safety protocols to ensure a smooth on-site visit.
• Coordinate parts management: If advanced parts replacement is required, ensure that the approved parts list is available and that the logistics team can support next-business-day fulfillment and delivery.
• Initiate remote checks and pre-work: Before an on-site visit, enable remote diagnostics where possible to identify potential root causes, allowing the on-site technician to focus on remediation upon arrival.

Frequently asked questions

• Q: What does ResponsePLUS cover?

  ResponsePLUS provides 24/7 support, next-business-day on-site response, on-site labor, exchange capabilities, and parts replacement for a full year. It combines electronic and physical service to address both software and hardware issues, ensuring rapid remediation and maximum device availability.

• Q: What is the response time guarantee?

  The service emphasizes next-business-day on-site response, with around-the-clock access to support channels. In critical incidents, you’ll receive priority handling and escalation to reduce downtime and restore operations quickly.

• Q: Is remote assistance included?

  Yes. The Electronic and Physical service model includes remote monitoring and remote troubleshooting where feasible, complemented by on-site visits for hands-on remediation and hardware replacements when required.

• Q: How long is the service active?

  The service is active for a fixed 12-month period from the start date, providing predictable coverage and a clear renewal path to extend protection and support for future upgrades.

• Q: Do I need to provide hardware for service?

  On-site support includes labor and parts replacement. Depending on the issue, technicians may bring replacement parts or coordinate advance replacements to ensure quickest possible restoration of service.

• Q: How do I initiate a service request?

  Requests are typically initiated through your Extreme Networks account team or designated partner. You’ll provide device details (SKU H34032), location, and incident description to trigger the appropriate on-site response and escalation.

• Q: Can ResponsePLUS work alongside other Extreme Networks services?

  Yes. ResponsePLUS is designed to complement existing Extreme Networks offerings, such as proactive health checks, software updates, and other managed services, to deliver end-to-end coverage for both hardware and software components.