Extreme Networks ExtremeWorks Premier OnSite Service - Extended Service - 1 Year / 4 Incident

Extreme Networks Premier OnSite Service is a high-touch, proactive support solution designed to keep your Extreme Networks deployments performing at peak efficiency. This extended service delivers comprehensive post-sale assistance for Extreme Networks hardware and operating software, combining expert guidance, rapid on-site response, and a predictable cost structure that simplifies budget planning. With Premier OnSite, you gain a partner that monitors your network, analyzes issues, and provides actionable recommendations—helping you reduce downtime, accelerate incident resolution, and maintain end-to-end performance across your environment.

• Proactive, high-touch support that goes beyond break/fix—delivering ongoing analysis, recommendations, and strategic guidance to keep your network healthy and performing at optimum levels.
• On-site field technician and parts replacement included—after diagnosis, a qualified technician arrives on site with the necessary parts to restore service quickly, reducing downtime and accelerating recovery.
• 1 year of service coverage with 4 incidents—designed to provide dependable support for a full annual cycle, ensuring you have a reliable plan in place for critical network events.
• Next Business Day parts and labor service response—fast, predictable on-site support that minimizes disruption and keeps your network functioning with minimal wait times.
• 24x7 GTAC access—round-the-clock access to Extreme Networks Global Technical Assistance Center for problem reporting, guidance, and product-related questions, year-round.

Technical Details of Extreme Networks ExtremeWorks Premier OnSite Service - Extended Service - 1 Year / 4 Incident - Service

• Service scope: On-site technical support with update/upgrade assistance as applicable, and advanced parts replacement for Covered Products as defined in the service agreement.
• Service duration: 1 year from the start date of the service contract.
• Incidents covered: Up to 4 incidents within the service period, with diagnostic and repair activities included as part of the incident response.
• On-site response: Parts replacement and on-site labor are provided with arrival of a qualified field technician after diagnosis, subject to the indicated response times for the service level purchased.
• Support channels: 24x7 access to Extreme Networks Global Technical Assistance Center (GTAC) via telephone and web for problem reporting, product questions, and professional guidance.
• Delivery of deliverables: Proactive recommendations, configuration guidance, health checks, and best-practice insights aimed at maintaining network performance and reliability.
• Labor and parts: Included labor for on-site service and replacement parts for Covered Products, designed to minimize customer downtime and inventory costs.
• Coverage model: Designed to provide dependable coverage for supported devices, with terms and conditions defined in the service agreement and applicable product licenses.

how to install Extreme Networks ExtremeWorks Premier OnSite Service

Installing or activating the Extreme Networks ExtremeWorks Premier OnSite Service is straightforward and designed to minimize administrative overhead. Follow these steps to ensure a smooth setup and rapid access to the full benefits of Premier OnSite:

1. Purchase and activate the Premier OnSite service for the eligible Extreme Networks products in your environment. Ensure you have the correct service SKU or contract reference to align with your devices.
2. Provide essential service details, including the service address, primary contact, and the list of covered devices. Include any necessary device identifiers (serial numbers, model names, or product IDs) to enable accurate coverage mapping.
3. Confirm the service level and the expected on-site response windows. This ensures that the Terms are aligned with your operational requirements and maintenance windows.
4. Enable GTAC access for designated administrators. Establish user credentials and preferred communication channels to facilitate 24x7 problem reporting and expert guidance.
5. Schedule a kickoff review with an Extreme Networks representative if needed. This review can help establish proactive monitoring, health baselines, and initial recommendations to optimize your network from day one.

Frequently asked questions

• Q: What does Premier OnSite Service include?
• A: Premier OnSite provides proactive post-sale support, on-site field technician visits with parts replacement, and 24x7 GTAC access for reporting issues and receiving assistance. It includes a 1-year term with coverage for up to 4 incidents, plus guidance to optimize network performance.
• Q: How many incidents are covered and what happens after I reach the limit?
• A: The plan covers up to 4 incidents within the 1-year term. After you have utilized the 4 incidents, you can discuss renewal options or upgrade to a higher service level to continue priority support and on-site coverage.
• Q: What is the expected on-site response time?
• A: The service includes Next Business Day parts and labor delivery for on-site service, subject to the specific terms of the purchased service level and geographic constraints. More urgent needs may be assessed per contract terms.
• Q: Do I have access to GTAC outside of business hours?
• A: Yes. GTAC is accessible 24 hours a day, 7 days a week, 365 days a year, so you can report problems, obtain product guidance, and receive assistance whenever you need it.
• Q: How does the on-site technician get to my site?
• A: After diagnosis, a qualified Extreme Networks field technician is dispatched to your location with the necessary replacement parts to perform the repair or upgrade on-site, aiming to minimize downtime and service interruption.