Clever Geek Handbook

2. Overview of Extreme Networks Switch Technical Support and Warranty





Introduction



Friends, good afternoon. In a previous article, we looked at Enterprise Extreme switches . Now I will slightly change the order of the articles and today I will continue the cycle of articles about service contracts and Extreme Warranty. Extreme, like all other large vendors, has 2 types of obligations to support its products:





Everyone who is interested in understanding what Extreme offers support in its service contracts and what warranty obligations it takes, welcome under cat.



Service Contracts



The first type of obligation is service contracts.



In fact, service contracts are add. services that any manufacturer sells to you together with the supplied products, that is, this is an additional income item for the manufacturer and additional protection for you as a consumer, which costs separate money.



At Extreme, by and large, service contracts are divided into 2 categories:





Each type of contract, in turn, is divided into several subspecies, presented in the table below.







Extreme Work Maintance Service



Let's start in order and the first in line we will have maintance service.



Below I wrote down the options and described the features offered by the maintance service from Extreme. In bold, I highlighted options specific to a particular service.







Description of Maintance service options











Escalation Management and Case Levels



Below I will give the options available to you in case you are not satisfied with the service provided to you:







I will also give the levels of cases and the reaction time to them:







Extreme Work Premier Service



Next in line is the premium service from Extreme, which gives more features, but at the same time costs extra money.



The essence of this service is not just reduced to the fact that you are allocated a separate engineer who works closely with you. In addition to the dedicated engineer, you also get:









Premier Service Description



Below I will decipher the additional features that you will receive with any Premier service:















Extreme Work Premier PLUS Service





This is a service that extends premium support. In addition to the options specified for the premium service, you are provided with the functionality of the Extreme Network Management Center:











Premier PLUS Service Description

















Partner Work and Partner Work PLUS Services



As I mentioned at the beginning of this article, Extreme in Russia has several authorized service partners. Statuses of service partners are received only by companies that satisfy several criteria:





One of the advantages of providing support through partner services (PLUS) is the availability of a replacement equipment fund in Russia for services such as OnSite and Advance Hardware Replacement.



I will explain why:





Thus, the interaction scheme between you, the partner and Extreme itself can be represented as follows:







At the moment, the following partner services are available for order:







Partner Work Service:



For services of this type, the partner provides you with those. support without the organization of a replacement equipment fund and the organization of work on its replacement on the spot.



Extreme takes over the delivery and replacement of equipment for such services.



The following table describes Partner Work services:







Partner Work PLUS service:



But the Partner Work PLUS service provided by partners implies the organization of a replacement fund for equipment in Russia and the possibility of replacing it by the partner himself.







IMPORTANT: When using Partner Work PLUS services of a partner, it is necessary to specify and coordinate your addresses to which service contracts will be concluded.



Warranty service



Warranty service is the second type of obligation that Extreme assumes when selling its products to you. This type of service is essentially already included in the price of the product when it is purchased.



Warranty is mainly of two types:





Below I spread the table, which describes the maximum possible guarantees:













I will also give a breakdown of terms:





Conclusion



In this article, I tried to briefly describe the capabilities of service contracts and warranty support Extreme.



I want to note the following - since Extreme is now actively developing its presence in Russia, to update the current conditions for services and guarantees, contact your partners, who are usually always up to date with the latest changes.



For my part, I will endeavor to amend this article when changing Extreme service and warranty obligations.



And in conclusion, I would like to give a small summary table comparing the service contract and the guarantee:









Thank you and see you in the following articles. And in order not to miss them, below are our "public", where you can monitor the emergence of new materials:





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