Service Solutions

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
Maintenance and Support Services
Support OptionsTechnical Assistance Center (TAC)eSupportAvailabilityDescription
Software and TAC24x7x36524x7x365Worldwide*Extreme Networks will provide 24x7x365 access to TAC and eSupport. No hardware entitlement is included with this service level.
Return and Replace24x7x36524x7x365Worldwide*Extreme Networks will ship a replacement of like or equivalent model 10 business days after receipt of the defective unit.
48 Hour AHR24x7x36524x7x365Worldwide*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)24x7x36524x7x365Worldwide*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 AHR24x7x36524x7x365Worldwide*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 Onsite24x7x36524x7x365Worldwide*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.

Premier Services
Service ProvidedBronzeGoldPlatinum
Designated Service Engineer1 Geography1 GeographyUp to 4 Geographies
Case Oversight
XXX
Software Version Mgmt.
XXX
Program Review
EconomyExpandedDeluxe
Service Manager
XX
Best Practice ReviewXX
Root Cause Analysis
XX
Predictive Support
XX
Network Assessment
AnnualAnnual
On-Site Support
4 Days Annually8 Days Annually
Software Defect AnalysisXX
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.