Extreme Networks Extremeworks Premier Plus Extended Service 1 Year 4 Incident

ExtremeWorks PremierPLUS Extended Service — 1 Year / 4 Incident Onsite Support is designed to protect your Extreme Networks investment with proactive, high-touch post-sale support. This comprehensive service delivers round-the-clock monitoring, rapid incident response, and ongoing optimization to keep your network performing at peak efficiency. With PremierPLUS Onsite, you gain access to expert guidance, proactive maintenance, and a structured service workflow that minimizes disruption to your business and maximizes uptime across your Extreme Networks devices.

• 24/7 remote monitoring and proactive health checks: A continuous, real-time view of network health via the Extreme Networks Managed Services Gateway ensures issues are detected early and resolved before they impact operations, helping you avoid costly downtime.
• Incident and problem management with rapid escalation: Dedicated NOC engineers evaluate events, correlate data, and take corrective actions to restore normal service operations quickly, including on-site fixes when needed.
• Proactive change and configuration management: Preventive optimization and carefully planned configuration updates keep devices aligned with best practices, security updates, and evolving business requirements.
• Operational software updates and upgrades: Timely access to the latest software versions and feature enhancements to improve performance, security, and reliability across your portfolio of Extreme Networks devices.
• Advanced parts replacement with onsite labor: When a component needs replacement, on-site labor and parts are provided to minimize downtime and maximize uptime for critical systems.

Technical Details of ExtremeWorks Premier Plus - Extended Service

• Service duration: 1 year from purchase date, providing long-term protection and consistency in support coverage.
• Incidents included: 4 incidents per service period to address critical events with a defined scope and expected resolution timeframe.
• On-site coverage: On-site labor and parts replacement are included for covered products to reduce downtime and accelerate repairs.
• Remote monitoring: Continuous proactive monitoring detects anomalies, performance degradation, and potential failures across network devices.
• Incident and problem management: A structured support workflow from detection to resolution, with dedicated escalation paths and expert analysis by NOC engineers.
• Configuration management: Proactive changes are planned and implemented to preserve stability while enabling improvements and security hardening.
• Software updates and upgrades: Timely access to operational software updates to maintain compatibility and performance.
• Parts replacement with onsite labor: On-site part replacement reduces downtime and keeps your network operating with minimal interruption.
• Managed Services Gateway access: Real-time visibility into network health, performance, saved configurations, inventory data, and standardized reports.
• Dedicated account management: A dedicated point of contact to coordinate service delivery, escalation management, and proactive notifications.

How to install ExtremeWorks Premier Plus - Extended Service

Activating and getting the most value from ExtremeWorks PremierPLUS Extended Service is a straightforward process designed to integrate seamlessly with your existing Extreme Networks environment.

• Verify eligibility and activate coverage: Confirm that your Extreme Networks devices are eligible for PremierPLUS and activate the 1-year service through your account representative or the Extreme Networks portal. Ensure purchase date is documented to start the service clock accurately.
• Register devices and assets: Add all eligible switches, routers, access points, and fabric components to the service profile. Accurate asset records enable precise incident tagging and faster response.
• Configure monitoring and notification preferences: Set up the Managed Services Gateway (MSG) access, define alert thresholds, escalation contacts, and preferred communication channels to ensure rapid notification of issues.
• Confirm on-site contact and scheduling procedures: Provide on-site personnel, preferred visit windows, and escalation contacts so NOC engineers can coordinate any required on-site visits without delay.
• Onboarding and knowledge transfer: Participate in the onboarding session with NOC engineers to review service scope, incident handling, change management guidelines, and available reports.
• Access and security alignment: Ensure appropriate access permissions are in place for remote monitoring tools and that security policies are aligned with your organization’s requirements.

Frequently asked questions

What is ExtremeWorks PremierPLUS Extended Service? It is an extended post-sale service offering 1 year of coverage that includes 4 on-site incidents, 24/7 remote monitoring, proactive health checks, and structured incident and configuration management to maximize uptime and performance of Extreme Networks devices.

How does the on-site component work? When a hardware or component issue requires physical replacement, on-site labor and parts are provided under the service terms to minimize downtime and accelerate repairs, ensuring business operations recover quickly.

What kind of support can I expect from the NOC? Dedicated Network Operations Center (NOC) engineers monitor, correlate, and analyze events, escalate when needed, and coordinate on-site actions. They follow a defined incident and problem management workflow to restore normal operations promptly.

Will I receive software updates? Yes. PremierPLUS includes access to the latest operational software updates and feature enhancements to improve performance, security, and reliability across your Extreme Networks devices.

How is configuration management handled? Proactive changes are planned and implemented to preserve stability, enable improvements, and strengthen security posture without disrupting ongoing operations.

What kind of visibility do I get? The Managed Services Gateway provides real-time visibility into network health, performance, saved configurations, inventory data, and standardized reports to support informed decision-making.

Is there a dedicated account manager? Yes. A dedicated account management team is available to coordinate service delivery, provide guidance, and ensure a smooth experience across all covered devices and incidents.

Can this service cover multiple sites? Yes. PremierPLUS is designed to support a portfolio of Extreme Networks devices across multiple sites, with centralized coordination and consistent service levels.

How do I get started? Reach out to your Extreme Networks representative or partner to enroll in PremierPLUS Extended Service, then follow the onboarding steps to activate monitoring, configure alerts, and schedule any required on-site support.