
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 and Support Services
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 to Factory (formerly known as Extended Warranty) |
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. |
Service Availability Matrix 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.
Premier Services
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.
Professional Services
Professional Service Program Data Sheet
The difference between a good IT project and a great one begins before you make the first purchase.
Extreme Networks Professional Services offers expert assistance in assessing, planning, and designing the optimum solution to meet your unique business needs.
Assessment services
Technical expertise and methodologies to assess the availability, operations, and vulnerability of your network.
Your organization requires change but it is difficult to know where to start.
Extreme Networks Professional Services can help you take the first step with our assessment services for availability, security, network performance and operations, wireless, and government compliance.
Assessments also include an analysis of potential improvements, such as firmware upgrades and architecture enhancements.
Project management
Meeting the business demands and compliance requirements for more complex network projects.
Our project managers have years of experience working with network infrastructure and security technologies and our methodologies are based on the Project Management Institute’s best practices.
The “how-to” required to build a world-class networking environment.
Designing your network for scalability and perpetual change is a critical step that ensures interoperability with new technologies. Extreme Networks Certified Professional Experts can assist you in the build-out and design of your new network or the augmentation or migration of an existing network.
Advanced integration services
Focused expertise to help you successfully deploy and manage complex multi-technology or multi-vendor solutions.
Information is one of your organization’s most valuable assets. How you process, store, move, and manage that information is critical to your success.
That’s why you need a network that effectively and securely links employees, customers, and suppliers to important information when and where they need it.
Network design – Our highly trained, experienced technicians are available to help you with your toughest integration projects, from virtual private networking to intrusion detection and much more.
Technology migration – Extreme Networks Technology Migration service helps you choose the right technologies to meet your business objectives and maximize your competitive advantage, leveraging our unique combination of industry experience, technical knowledge, and a disciplined industry-standard approach to safely integrate leading-edge technologies into a seamless, highly productive environment.
Implementation services
From basic installation to complex projects, the Extreme Networks networking experts can meet your implementation needs.
Extreme Networks Professional Services Implementation Service provides access to highly skilled and experienced networking specialists for all implementation related activities, including:
- Design review
- Staging
- Implementation
- Project management
Basic installation services – Ideal for reducing the demand on limited resources and expediting network projects, our certified technicians and partners will ensure that the product is functioning and configured according to the basic network design you provide, delivering a great head start to your projects.
Advanced implementation services – Our network professionals supply the resources necessary to ensure a successful implementation of the network infrastructure products deployed in your environment and reduce the day-to-day involvement required of your personnel.
Technical training
A modular approach to technical training focused on practical, hands-on learning that’s relevant to supporting and optimizing your Extreme Networks solution.
With your busy schedule it’s hard to find time to obtain the essential product or solution training you need. Fortunately, the Extreme Networks Educational Services team makes it easy by offering three convenient training methods:
- Traditional live classroom
- Live web-based training
- Self-paced learning with downloadable courseware
In addition, our curriculum has expanded dramatically in recent months to offer the specific Secure Networks courses you need from both a business and technical perspective.
A multitude of ongoing support options, including quarterly optimization efforts, firmware reviews, reliability testing, etc.
Global infrastructure services
Extreme Networks is a global company offering comprehensive sales, service, and support capability to thousands of customers worldwide.
As a global supplier of Secure Networks™ technology, Extreme Networks offers comprehensive global solutions to our worldwide customer base.
The Extreme Networks global services infrastructure combines multiple tiers of technical support, interoperability labs, parts stocking locations, and field engineers to deliver a broad array of services ranging from basic repair services to high-end deployment and consulting services.
Onsite management and support.
Highly technical on-site resources to augment your staff for as long as you need them.
If your organization has to do more – with fewer resources – we can help by stationing an Extreme Networks engineer at your location to provide service and support for your Extreme Networks products and solutions. They will work as part of your team, managing your infrastructure and performing many important day-to-day networking activities for your company.
Our onsite engineering resources are backed up by our Extreme Networks support team and can provide knowledge transfer to bring your team up to speed on the new environment and technologies.
Need to take full advantage of what’s already in your network?
Performance optimization
Extreme Networks Professional Services can review your current infrastructure and business processes and make recommendations for optimizing your current environment to maximize performance, reliability, or security.
Extreme Networks Professional Services can review your current infrastructure and business processes and make recommendations for improved optimization.
Extreme Networks Professional Services can provide the necessary information to fine-tune your environment for maximum performance. This includes refining both the technology and the business processes.
We can focus on the technology and work directly with the products and solutions, or we can look at the way your staff is currently doing their jobs. We offer recommendations on how to utilize the technology you have to streamline processes and maximize your valuable time.
Security
Extreme Networks Professional Services will review your current security posture and recommend changes that can be performed by you or the Extreme Networks Professional Services engineer. These changes can include enabling or disabling features of your current Extreme Networks hardware, or enhancing policies to ensure the right people have access to the right information to do their jobs.
IT infrastructure
Our Technology Optimization Service will review the switching and routing configurations, the security posture and certify that your infrastructure is designed and configured for maximum functionality in accordance with your IT business needs.