Extreme Networks ExtremeWorks Managed Services ResponsePLUS - 1 Year - Service

Experience enterprise-grade network care with Extreme Networks’ ExtremeWorks Managed Services ResponsePLUS – Onsite. This comprehensive 1-year program combines continuous remote monitoring, proactive problem management, and rapid on-site support to keep critical networks running smoothly. With a dedicated Managed Services gateway and a named account manager, your team gains real-time visibility into health, performance, and security, enabling faster issue resolution and ongoing optimization. Designed to anticipate and prevent disruptions, ResponsePLUS Onsite helps you maintain uptime, reduce risk, and maximize the value of your Extreme Networks investment.

• 24/7 remote monitoring and proactive incident management: A specialized Network Operations Center (NOC) continuously monitors your network, detects events, correlates signals, and initiates actions to restore normal operations before they impact the business.
• On-site parts replacement with on-site labor included: When hardware needs attention, qualified technicians arrive with the right parts, delivering timely remediation and minimizing downtime.
• Proactive change and configuration management: Structured change controls and configuration oversight help prevent misconfigurations and ensure network settings support current business needs.
• Operational software updates and upgrades: Scheduled software updates and upgrades keep devices current, secure, and performing at peak efficiency with minimal disruption.
• Fully integrated visibility through the Managed Services Gateway: Real-time health, performance, and security insights, saved configurations, an inventory database, and standardized network reports are at your fingertips for quick decision-making.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS - 1 Year - Service

• Duration: 1 year of comprehensive managed services coverage designed to maximize uptime and productivity.
• Delivery model: Onsite service complemented by continuous remote monitoring and centralized NOC support.
• Scope of coverage: Covers Defined/“Covered” Products per the service terms, with on-site labor included for eligible components.
• Monitoring and incident management: Continuous event collection, correlation, and evaluation by a specialized NOC team to identify and remediate issues before they escalate.
• Proactive management capabilities: Change management, configuration management, and proactive maintenance to reduce disruptions and improve reliability.
• Software updates and upgrades: Operational Software updates and upgrades are performed to keep equipment current and secure.
• On-site parts replacement: Advanced parts replacement with on-site labor included to shorten mean time to repair.
• On-site support access: 24 hours a day, 7 days a week access to Extreme Networks NOC via telephone and web channels.
• Managed Services Gateway: A centralized portal offering real-time network health, performance data, security alerts, saved configurations, inventory database, and standardized reports.
• Account management: A designated Managed Services account manager is assigned, with scheduled review sessions to align service delivery with business goals.
• Response time for parts: Next Business Day (NBD) parts replacement service to accelerate restoration and reduce downtime.

How to install ExtremeWorks Managed Services ResponsePLUS - Onsite

• 1. Confirm scope and activate: Complete the service agreement and confirm the Covered Products and configurations to ensure the correct coverage level and response commitments.
• 2. Onboarding and access setup: Receive onboarding materials and set up access to the Extreme Networks Managed Services Gateway for real-time visibility and reporting.
• 3. Assign a dedicated account manager: A named MSP account manager is assigned to your organization to coordinate planning, reviews, and ongoing support.
• 4. Inventory and device enrollment: Provide device inventory, serial numbers, and access information to enable comprehensive monitoring and proactive management.
• 5. Configure monitoring and alerts: Define alert thresholds, maintenance windows, and notification preferences to tailor monitoring to your environment.
• 6. Schedule onboarding sessions: Plan an onboarding session with NOC engineers to review processes, escalation paths, and reporting formats.
• 7. Activate software and configuration controls: Initiate software update policies and configuration baseline controls to support ongoing optimization.
• 8. Establish response workflows: Align on incident handling, escalation criteria, and on-site service procedures for rapid parts replacement and labor.
• 9. Start proactive operations: From go-live, expect continuous monitoring, proactive remediation, and periodic performance reviews with your account manager.

Frequently asked questions

• What is ExtremeWorks Managed Services ResponsePLUS - Onsite? It is a 1-year, comprehensive managed services offering that combines remote monitoring, proactive management, and on-site parts replacement with dedicated account management to prevent disruptions and optimize network performance. It includes 24x7 NOC access and real-time visibility through the Managed Services Gateway.
• What does the 1-year service include? The program includes continuous remote monitoring, incident and problem management, proactive change/configuration management, software updates and upgrades, on-site parts replacement with on-site labor, 24x7 NOC access, a dedicated account manager, scheduled review sessions, and standardized reporting through the gateway.
• How quickly are parts replaced? Parts replacement is provided on a Next Business Day (NBD) basis to shorten downtime and accelerate restoration of service for covered components.
• Is 24x7 support available? Yes. Extreme Networks provides 24x7 telephone and web access to the Network Operations Center (NOC) for problem reporting, questions, and assistance.
• What is the Managed Services Gateway? It is a real-time portal that delivers network health, performance, and security insights, saved configurations, an inventory database, and standardized network reports to help you monitor and optimize your environment.
• Who is assigned to my account? A designated Managed Services account manager is assigned to your organization, and regular review sessions are scheduled to ensure alignment with business goals and service outcomes.
• Does this service include on-site labor? Yes. On-site labor is included for eligible serviceable items, as part of the terms of the on-site parts replacement and support plan.
• What kinds of networks or devices are covered? Coverage applies to the defined Covered Products under the service agreement. The specifics are outlined in your contract, with eligibility determined by the product family and support terms.
• How do I get started? Work with your sales representative to activate the service, complete onboarding, provide inventory, and configure the gateway so monitoring and reporting begin immediately.