Maintenance and Support
Protect your network investment
Extreme Networks preventive maintenance helps to avoid future issues, while our Technical Assistance Center (TAC) team and eSupport 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:
- Technical assistance 24x7x365
- Software updates
- Hardware replacement options for parts
- eSupport, which provides direct access to solutions, documentation, design
|Support Options||Technical Assistance Center (TAC)||eSupport||Availability||Description|
|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 and Replace||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.|
Premier Services Program
Maximize Your Network Investment
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 Global is the highest level. The Offer Matrix below provides a summary of the services included at each level.
|Designated Service Engineer||1 Geography||1 Geography||Up to 4 Geographies|
|Software Version Mgmt.||X||X||X|
|Program Review ||Economy||Expanded||Deluxe|
|Best Practice Review||X||X|
|Root Cause Analysis||X||X|
|On-Site Support||4 Days Annually||8 Days Annually|
|Software Defect Analysis||X||X|
|Upgrade Mgmt. with Lab Validation|
(hardware & software)
*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.