Service Solutions

Maintenance Image

Maintenance

Extreme Networks preventive maintenance helps to avoid future issues, while our Global Technical Assistance Center (GTAC) team and support website enable you to quickly research and resolve issues. ExtremeWorks Maintenance and Support provides you with the security of knowing that you have access to expertise and support when the unexpected occurs.

Our ExtremeWorks service solutions include all the critical elements to help make your network operation successful:

  • Award winning technical assistance 24x7x365
  • Software updates and upgrades
  • Hardware replacement options for parts
  • Web support, which provides direct access to solutions, documentation, design and more
Maintenance and Support Services
Support OptionsTechnical Assistance Center (TAC)eSupportAvailabilityDescription
Software and TAC 24x7x365 24x7x365 Worldwide* Extreme Networks will provide 24x7x365 access to TAC and eSupport. No hardware entitlement is included with this service level.
Return to Factory (formerly known as Extended Warranty) 24x7x365 24x7x365 Worldwide* Extreme Networks will ship a replacement of like or equivalent model 10 business days after receipt of the defective unit.
48 Hour AHR 24x7x365 24x7x365 Worldwide* If an RMA is approved prior to 2 p.m. regional TAC time, Extreme Networks will ship a replacement of like or equivalent model on the same day with two business day delivery.**
Next Business Day (NBD) 24x7x365 24x7x365 Worldwide* If an RMA is approved prior to 2 p.m. regional TAC time, Extreme Networks will ship a replacement of like or equivalent model on the same day with next business day delivery**
4 Hour AHR 24x7x365 24x7x365 Worldwide* Extreme Networks will provide a replacement of like or equivalent model within 4 hours (on a 24x7x365 basis) from the time that Extreme Networks determines that product replacement is required, the RMA is approved and the service provider has been notified.
4 Hour Onsite 24x7x365 24x7x365 Worldwide* Extreme Networks will provide a replacement of like or equivalent model plus an engineer within 4 hours (on a 24x7x365 basis) from the time that Extreme Networks determines that product replacement is required, the RMA is approved and the service provider has been notified.
Service Availability Matrix
Maintenance Service Availability Matrix Training
Additional Services Information

 

Education Services

Interested in our training offerings? Explore our Education section.

Data Sheets

ExtremeWorks Maintenance Services Data Sheet
E-Rate Maintenance Services Data Sheet

ExtremeWorks Service Descriptions

Software Subscription Service
Educational Program Advance Hardware Replacement Service
Advance Hardware Replacement Services
Onsite Services
Return and Replacement Service
Software and GTAC Service

Premier Services Program

Maximize Your Network Investment

Premier Service Program Data Sheet

Premier Services Program (PSP) – Foundation provides a central point of contact to help manage the support process for our customers and provide recommended best practices for network operation and optimization. The Foundation program is supplemental to Extreme Networks maintenance agreements and enables customers to tie such agreements into one managed, proactive support engagement. This service offers a closer connection between Extreme Networks and our customers, allowing for a centralized customer experience and proactive change notification, as well as ongoing incremental improvement recommendations to the customer’s network to help provide the best overall user experience.

Three levels of PSP Foundation are offered: Bronze, Gold and Platinum. The offers listed are arranged in ascending order based on the level of support provided. Bronze is the base level and Platinum is the highest level. The Offer Matrix below provides a summary of the services included at each level.

Premier Services
Service ProvidedBronzeGoldPlatinum
Designated Service Engineer 1 Geography 1 Geography Up to 4 Geographies
Case Oversight X X X
Software Version Mgmt. X X X
Program Review Economy Expanded Deluxe
Service Manager X X
Best Practice Review X X
Root Cause Analysis X X
Predictive Support X X
Network Assessment Annual Annual
On-Site Support 4 Days Annually 8 Days Annually
Software Defect Analysis X X
Upgrade Mgmt. with Lab Validation
(hardware & software)
X
Site Entitlement X
Asset Mgmt. X

*Availability is subject to geographic location, customs, and transportation delays. Extreme Networks is not responsible for any delays relating to customs or transportation issues. Return to Factory is not available on Limited Lifetime Warranty products under all programs. NBD Onsite, 4 Hour Onsite and 4 Hour AHR are not available under the PartnerWorks Plus Support Program. Return to Factory and Software and TAC are not available as part of the PartnerWorks Support Program. Please work with your regional service sales manager to determine coverage.

** Next business day or two business day delivery methods may not be available in all countries in South America. In such countries, Extreme Networks will use the most expedited delivery method available.

Extreme Networks offers more than just support with the Premier Services Program. We provide active engagement, discussing Best Practices for your network, assessing your company’s network demands and making recommendations on how to maximize your return on investment.

Professional Services

Professional Service Program Data Sheet

The difference between a good IT project and a great one begins before you make the first purchase.

Extreme Networks Professional Services offers expert assistance in assessing, planning, and designing the optimum solution to meet your unique business needs.

 

Assessment services

Technical expertise and methodologies to assess the availability, operations, and vulnerability of your network.

Your organization requires change but it is difficult to know where to start.

Extreme Networks Professional Services can help you take the first step with our assessment services for availability, security, network performance and operations, wireless, and government compliance.

Assessments also include an analysis of potential improvements, such as firmware upgrades and architecture enhancements.

 

Project management

Meeting the business demands and compliance requirements for more complex network projects. 

Our project managers have years of experience working with network infrastructure and security technologies and our methodologies are based on the Project Management Institute’s best practices.