Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service - 1 Year - Service 4hr Ahr-16518

Designed for enterprises that rely on continuous network uptime, ExtremeWorks Managed Services ResponsePLUS - AHR offers a comprehensive, proactive approach to safeguarding Extreme Networks infrastructure. This 1-year extended service delivers round-the-clock remote monitoring, rapid incident and problem management, proactive change and configuration handling, and ongoing software updates. With the added value of advanced parts replacement and a dedicated Managed Services Gateway, you gain real-time insight into network health, performance, and security—paired with an inventory database and standardized reports to simplify governance. The service is crafted to anticipate and prevent disruptions, helping you maintain peak performance while keeping costs predictable. A assigned Managed Services account manager ensures consistent guidance and scheduled review sessions, so your network strategy stays aligned with evolving business needs. Email support is included, and the service depot delivers fast, reliable response when you need it most. The combination of proactive care, governance, and rapid escalation makes ResponsePLUS a trusted, long-term partner for mission-critical networks.

• Proactive remote monitoring and incident/problem management. Continuous surveillance of your Extreme Networks environment detects anomalies early, triages issues, and initiates remediation before they affect users or business operations, reducing Mean Time To Detect (MTTD) and Mean Time To Resolve (MTTR).
• Proactive change and configuration management with software updates. The service includes disciplined change control, validation of configuration changes, and timely Operational Software updates and upgrades to keep devices secure, compliant, and optimized for performance.
• Managed Services Gateway with real-time visibility. Access network health, performance metrics, and security incidents in real time. This gateway also stores saved configurations, maintains an inventory database, and produces standardized network reports for governance, audits, and capacity planning.
• 4-hour advance parts replacement for maximum reliability. When a covered component requires replacement, Extreme Networks provides a rapid, pre-defined parts replacement window to minimize downtime and keep critical services online.
• One-year service with a dedicated account manager and regular reviews. A named managed services account manager is assigned to coordinate engagement, schedule review sessions, and ensure the service evolves with your network needs, delivering predictable cost of ownership and ongoing value. Email support is included for issue resolution and guidance.

Technical Details of Extreme Networks ExtremeWorks Managed Services ResponsePLUS - Extended Service - 1 Year - Service 4hr Ahr-16518

• SKU: Ahr-16518
• Service duration: 12 months
• Coverage: Covered Products as defined by the service terms
• Response time for parts replacement: 4 hours (advance parts replacement)
• Remote monitoring: Continuous proactive remote monitoring of network health and performance
• Incidents and problems: Incident and problem management to detect, triage, and resolve issues
• Change and configuration management: Proactive change control and configuration management with validation
• Software updates and upgrades: Operational Software updates and upgrades as part of lifecycle management
• Managed Services Gateway: Real-time access to health, performance, and security issues; saved configurations; inventory database; standardized network reports
• Support model: Email support included; dedicated Managed Services account manager; scheduled review sessions
• Depot and parts service: Fast, reliable and cost-effective response with enhanced parts service characteristics

How to install ExtremeWorks Managed Services ResponsePLUS

ResponsePLUS is a managed service designed to operate with your existing Extreme Networks environment without requiring a traditional on-site hardware installation. The onboarding and setup steps focus on provisioning, visibility, and governance to unlock the full benefits of the service.

• Onboarding and activation: Engage with your Extreme Networks account team to activate the ResponsePLUS service. A dedicated Managed Services account manager will be assigned to guide you through the onboarding process and establish governance, escalation paths, and reporting cadence.
• Provisioning the Managed Services Gateway: Enable real-time access to network health, performance, and security data. The gateway is configured to provide dashboards, saved configurations, and standardized reports to your organization.
• Inventory and device registration: Provide a verified inventory of covered devices and software versions to ensure accurate monitoring, change management, and software update scheduling.
• Notification and escalation setup: Define preferred contact channels (email, portal), escalation contacts, and response time expectations to ensure rapid engagement when issues arise.
• Kickoff review and ongoing governance: Schedule the initial kickoff and recurring quarterly or semi-annual reviews with your account manager to validate outcomes, adjust scope, and discuss strategic improvements.
• Operational readiness: Confirm network access, monitoring permissions, and change windows to minimize impact during maintenance periods, while maximizing proactive prevention opportunities.

Frequently asked questions

• What is ExtremeWorks ResponsePLUS - AHR? It is an extended, proactive managed services offering designed to monitor, protect, and optimize your Extreme Networks environment for a full year. Key features include remote monitoring, incident and problem management, proactive change management, software updates, and advanced parts replacement, all with a dedicated account manager and access to the Managed Services Gateway.
• What does the 4-hour parts replacement guarantee mean? When a covered component fails or requires replacement, Extreme Networks commits to dispatching and installing replacement parts within a four-hour window, helping minimize downtime and maintain service continuity.
• Is software updated as part of ResponsePLUS? Yes. Operational software updates and upgrades are included to ensure devices stay current with security patches, feature enhancements, and performance improvements.
• What kind of visibility does the Managed Services Gateway provide? The gateway offers real-time visibility into network health, performance, and security, plus saved configurations, an inventory database, and standardized reports to support governance and planning.
• Who manages the engagement? A designated Managed Services account manager is assigned to oversee the relationship, coordinate reviews, and ensure the service aligns with your evolving business needs.
• Does ResponsePLUS include user support? Yes. Email Support is included as part of the service for issue resolution and guidance, complementing the proactive monitoring and incident response activities.
• How long does the service last? The service is provided for 1 year, delivering a predictable support envelope, ongoing value, and opportunities for renewal and extension based on your results.