Extreme Networks ExtremeWorks Managed Services MonitoringPLUS - AHR (Advanced Hardware Replacement) - Extended Service - 1 Year - Service

Designed for organizations that rely on resilient networks, ExtremeWorks MonitoringPLUS with Advanced Hardware Replacement (AHR) delivers continuous remote monitoring, proactive technical support, and rapid hardware replacements across your critical devices. This 1-year extended service combines monitoring, software updates, and fast parts logistics into a single, scalable solution to minimize downtime, safeguard performance, and simplify vendor management for multi-site deployments and growing environments.

• Real-time remote network monitoring and proactive alerts that identify anomalies before they impact operations. With 24/7 surveillance of essential performance metrics—uptime, latency, packet loss, CPU/firmware health—the MonitoringPLUS dashboard surfaces actionable insights, enabling your team to respond quickly and avoid costly outages. This is more than a watchful eye; it’s a predictive guard that helps you plan capacity, optimize resources, and maintain a consistent user experience for customers and employees alike.
• Advanced Hardware Replacement (AHR) ensures fast parts replacement to minimize downtime. When a covered device indicates a fault or degraded health, eligible components are prioritized for replacement with minimal disruption to your network. Depending on policy, this can include next-business-day shipments or on-site engineering support, designed to keep your critical services up and running with minimal interruption.
• Operational Software Updates and Upgrades keep devices secure, compliant, and compatible with evolving network requirements. The service includes patch management, firmware and software upgrades, and compatibility testing to reduce risk during updates. With controlled deployment windows and proactive planning, you gain access to the latest features without compromising performance.
• End-to-end support and a dedicated team focused on your network health. From initial onboarding to ongoing issue resolution, you have access to ExtremeWorks experts through multiple channels, including phone, portal, and email. The solution emphasizes rapid diagnosis, clear communication, and timely escalation when specialist intervention is needed, helping you meet internal SLAs and customer expectations.
• Scalability and seamless integration with existing ExtremeWorks services. MonitoringPLUS is designed to grow with your business, supporting multi-site environments, distributed teams, and diverse device ecosystems. The service aligns with other ExtremeWorks offerings to provide a unified, comprehensive approach to network reliability, performance optimization, and asset lifecycle management.

Technical Details of ExtremeWorks Managed Services MonitoringPLUS - AHR

• Contract scope: 1-year extended service contract for MonitoringPLUS with Advanced Hardware Replacement (AHR) on Covered Products as defined in policy documentation.
• Remote monitoring and diagnostics: 24/7 continuous monitoring, automated health checks, performance dashboards, and remote diagnostics across supported devices and locations.
• Advanced Hardware Replacement (AHR): Prompt hardware replacement for eligible components with options including next-business-day shipment or on-site repair/replacement, designed to minimize downtime and preserve service levels.
• Software updates and upgrades: Operational firmware and software updates, patch management, version control, testing, and non-disruptive deployment to maintain security and functionality.
• Support and escalation: Access to ExtremeWorks support specialists via phone, web portal, or email; tiered escalation procedures, with predefined response times and on-site involvement when required.
• Service coverage and eligibility: Coverage applies to Covered Products as defined in the agreement; suitable for multi-site deployments and scalable across growing networks.
• Onboarding and transparency: Customer onboarding, asset registration, and continuous visibility into health status, incident history, and replacement timelines through the ExtremeWorks management portal.

how to install ExtremeWorks Managed Services MonitoringPLUS - AHR

To enable MonitoringPLUS with AHR for your Extreme Networks environment, follow these steps to set up the service and begin realizing its benefits:

1) Confirm eligibility and purchase: Ensure your devices qualify for the MonitoringPLUS service with AHR and complete the purchase or renewal through your usual procurement channel.2) Gather device details: Compile a list of Covered Products, including model names, serial numbers, and site locations to be registered in the MonitoringPLUS system.3) Activate the service: Access the ExtremeWorks Customer Portal or your authorized channel to activate MonitoringPLUS for the eligible devices and assign the 1-year term to the existing coverage.4) Register Covered Products: Enter serial numbers and device identifiers into the service platform, linking each asset to the appropriate site, contact, and notification preferences.5) Configure alerts and SLAs: Set alert rules, notification channels (email, SMS, portal), and escalation paths to ensure timely response by your team and the ExtremeWorks support staff.6) Validate connectivity: Verify that devices are reachable by the monitoring system, confirm remote management capabilities, and test alert delivery to confirm end-to-end visibility.7) Schedule onboarding: Arrange a kickoff session with ExtremeWorks engineers if needed to review policy details, hardware replacement expectations, and software update windows, ensuring all stakeholders are aligned.8) Monitor and optimize: After activation, review incident histories, adjust thresholds as needed, and leverage the dashboards to optimize performance, capacity planning, and asset lifecycle management.

Frequently asked questions

Q: What is included in MonitoringPLUS - AHR? A: MonitoringPLUS provides continuous remote network monitoring, proactive alerts, and 24/7 diagnostics, combined with Advanced Hardware Replacement (AHR) for eligible devices. It also includes operational software updates and upgrades, dedicated support, and a 1-year extended service period for Covered Products.

Q: How does Advanced Hardware Replacement work? A: When a covered component or device requires replacement, AHR prioritizes the process to minimize downtime. Depending on policy, replacement parts may be shipped for next-business-day delivery or deployed via on-site engineering, ensuring rapid restoration of service with minimal disruption to operations.

Q: Which devices are considered Covered Products? A: Covered Products refer to the devices defined in your service agreement. For exact eligibility, refer to your contract documentation or consult your ExtremeWorks account representative to confirm which hardware qualifies for AHR and ongoing monitoring under MonitoringPLUS.

Q: Can I tailor alert thresholds and notification methods? A: Yes. MonitoringPLUS allows you to configure alert thresholds, notification channels (portal, email, SMS), and escalation paths to match your organization's operational practices and response times, helping your team respond efficiently to emerging issues.

Q: How long is the service term? A: The service is an extended 1-year service for MonitoringPLUS with AHR on eligible products. You can renew or expand coverage as your network grows, ensuring continuity of monitoring, updates, and hardware replacement support.

Q: How do I start the onboarding process? A: Start by confirming eligibility and activating the service in the ExtremeWorks portal, register your Covered Products with serial numbers, configure alerts, and schedule an onboarding session with ExtremeWorks engineers if needed. Regular health checks and dashboards will begin populating immediately after activation.