A Message To Our Customers And Partners Regarding COVID-19

Ed Meyercord President and Chief Executive Officer Published 20 Mar 2020

To our valued customers and partners:

Around the world, we are adjusting to a new reality in every part of our lives as a result of the COVID-19 pandemic. As a business, and as individuals, we extend our sympathy to all that are impacted. We also offer our gratitude to those workers and organizations that are on the front lines battling this unprecedented event.

As the Coronavirus and its impact continues to evolve and develop, we at Extreme have taken steps to keep our families healthy and keep our business up and running.  We are following guidance from local health officials, the CDC, and the WHO to stop the spread of the virus, including requiring that all employees able to do so work from home. Our entire global team is leveraging collaboration and communication tools to provide you, our customers and partners, with uninterrupted, dependable solutions and service support. 

Service and Support

Our Global GTAC is fully operational and actively addressing customer needs. Our teams are responding to customer issues and working open cases to resolution. For cases that require additional testing or troubleshooting, we have established remote access to labs and live lab access. Our professional services teams are working with customers in adherence to local protocols to ensure projects and connectivity are implemented and providing services to ensure customer environments are able to support their remote working needs.

Events and Meetings

At this time, we are still planning to move forward with our Extreme Connect Americas and Extreme Connect Europe user conferences, scheduled to take place June 1-4 in Nashville, Tennessee and September 14-17 in Berlin.  However, in the near term we are postponing in-person events while turning others into virtual events, including webinars and live-streams.

Supply Chain and RMA Support

Extreme is working closely with our supply chain and logistics partners to overcome industry-wide disruptions associated with the virus. Our teams are in touch on a daily basis to secure material supply, safely re-initiate production and distribution, and mitigate impact.  We have enacted our business continuity plan with our Service RMA partners to reduce disruption of getting advanced replacements when required. Our teams are providing regular updates to our partners and distributors to ensure minimal impact to customer orders and planned projects. If you have any questions or concerns, please contact your account team to ensure your project is not impacted.

Technology Solutions to Help

We  are offering a range of technology and services to ease the connectivity challenges our customers and partners are experiencing at this time:

  • Healthcare Triage Tent Network – To facilitate virus testing and prevent healthcare facilities from getting overrun with voice, video, and data demands, Extreme is offering a quick-response, cloud-managed Wi-Fi 6 mesh network solution. The system operates as a secure, encrypted extension to the existing hospital infrastructure that maintains HIPAA compliance. It can scale to support multiple pop-up clinics, testing facilities, or quarantine sites.
  • Remote Networking Solutions  For organizations that need to quickly and securely provision, deliver, and manage connectivity across distributed locations so employees can access the network from anywhere, our portable branch solution provides a curated solution for rapid deployment of branch office networks. It consists of a powerful SD-WAN router with integrated USB for 3G/4G WAN connectivity and ExtremeWireless access points – all managed by ExtremeCloud IQ – so IT can quickly provision networks in any number of deployment option without any pre-staging.
  • Virtual Professional Services – For customers needing the support of Extreme’s professional services team to configure and set-up networking environments or optimize existing installations to handle expanded demands, Extreme’s services teams are offering virtual professional services options.
  • Free Virtual Technical Certification Training – For customers and partners looking to stay the course with career development, we are offering free cloud technical certification training through July 20th that can be completed from anywhere in the world via an internet connection. The course covers WLAN fundamentals, ExtremeCloud IQ, our fourth-generation cloud management platform, and ExtremeWireless technologies. It consists of modular, online video-based training with subtitles in 11 languages, hands-on practice lab assignments completed in a virtual classroom, followed by an online certification exam. Training can be accessed via our Extreme Remote Networking Solution Page
  • Payment Deferment Options – For customers looking to get the network solutions they need today while preserving working capital in these uncertain times, they can defer payment until July 1 with Extreme Capital Solutions. Customers can improve cash flow management and spread costs out over time by paying monthly or annually after the deferred term.

We have an amazing team at Extreme that is here for you. All of us stand ready to assist you in any way we can so you can continue to thrive and advance in the months to come.  As we go forward, we’ll keep you updated. In the meantime, please reach out with questions, ideas, and feedback.

Sincerely,

Ed Meyercord

President and CEO

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