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 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.
Service Provided | Bronze | Gold | Platinum |
---|---|---|---|
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.