Description
Extreme Networks ExtremeWorks OnSite Service – 1 Year provides dependable on-site technical support to keep your critical network infrastructure operational. This one-year program delivers on-site labor, timely parts replacement, and direct access to the Extreme Networks Global Technical Assistance Center (GTAC) 24/7, ensuring rapid problem diagnosis and resolution in even the most demanding environments. With a clear next-business-day response framework and a proactive maintenance mindset, you gain predictable budgeting, reduced downtime, and accelerated restoration of services across Covered Products. Whether you’re maintaining a large campus, data center, or distributed enterprise, this service keeps your network performing at peak efficiency while you focus on other business priorities.
- Comprehensive on-site coverage: On-site diagnostic assessments, replacement part provisioning, and on-site labor for Covered Products, aligned with the service level you purchased to ensure rapid problem identification and efficient restoration of services.
- 24x7 GTAC access: Round-the-clock access to the Global Technical Assistance Center for remote guidance, product-related questions, and coordination of on-site actions as needed, extending support beyond normal business hours.
- Next Business Day response: A defined arrival window and a parts delivery plan designed to minimize operational disruption, so your field technician arrives promptly and critical components are provided quickly when failures are diagnosed.
- 1-year dependable coverage: A full year of service offers predictable budgeting, ongoing maintenance, and reliable escalation paths to support continuous network reliability and performance improvements.
- Proactive maintenance and usability: Beyond reactive fixes, the program emphasizes diagnostic checks, routine updates, and best-practice configurations to prevent recurrent issues, extend hardware life, and enhance overall usability of your network environment.
Technical Details of Extreme Networks ExtremeWorks OnSite Service - 1 Year
Service scope: On-site support for Covered Products, including diagnostic assessment, replacement part provisioning, and on-site labor in accordance with the purchased service level. The service is designed to coordinate with your asset inventory and maintenance schedules to minimize disruption during critical operations.
Response time: Next Business Day
Coverage characteristics: Dedicated field technicians are prepared to respond promptly within the terms of the selected service level. The GTAC team provides remote assistance and coordinates on-site actions when required to ensure continuous support beyond standard business hours.
Duration: 1-year term from activation, offering predictable budgeting and sustained maintenance coverage to support ongoing operational integrity and timely escalations as issues evolve.
Delivery framework: Next Business Day – Parts & Labor is the core framework, aligning diagnosis with a scheduled technician arrival window and an accompanying parts delivery plan to minimize operational impact.
Proactive care: The service includes proactive diagnostic checks, routine software/firmware updates where applicable, and best-practice configurations to help reduce downtime and optimize performance over the life of your hardware.
How to install Extreme Networks ExtremeWorks OnSite Service - 1 Year
- Confirm eligibility and service level: Work with your account team to select the appropriate Covered Products and service level that matches your environment and uptime requirements.
- Prepare asset inventory and maintenance plans: Ensure your asset inventory is up to date and aligned with your maintenance calendars so on-site technicians can coordinate smoothly with your operations.
- Initiate activation with GTAC or your account manager: Open a service request to activate the OnSite offering for your devices and establish the initial on-site visit schedule according to the Next Business Day framework.
- Coordinate site access and readiness: Provide essential site information, access credentials, safety requirements, power and space availability, and any network diagrams that will help technicians diagnose issues quickly.
- On-site arrival and issue resolution: When a failure is diagnosed, a field technician arrives within the defined window with replacement parts as needed to restore services and minimize downtime.
Frequently asked questions
- Q: What is included in ExtremeWorks OnSite Service – 1 Year? A: It includes on-site labor, replacement parts provisioning, in-scope diagnostic assessments, and 24/7 GTAC access, with a Next Business Day response framework for timely resolution and ongoing proactive maintenance to extend hardware life.
- Q: How does the 24/7 GTAC support work? A: GTAC provides round-the-clock remote assistance, guidance on hardware and Operational Software, and coordination of on-site actions as needed to address issues outside regular business hours.
- Q: What is the response time and what happens during Next Business Day? A: The Next Business Day response guarantees a scheduled arrival window for a field technician and a parts delivery plan to minimize operational disruption after a diagnosis is made.
- Q: How long does the coverage last? A: The coverage lasts for 1 year from activation, giving you a predictable support window to plan budgets and maintenance activities.
- Q: How do I start or activate the service? A: Contact your Extreme Networks account manager or GTAC to activate the OnSite service for your devices and to coordinate the initial on-site visit and maintenance plan.
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