Ready to Assist You Extreme Networks® Global Technical Assistance Centers (GTAC) provide 24x7x365 worldwide coverage. These centers are the focal point of contact for post-sales technical and network-related questions or issues. GTAC will create a Case number and manage and track all aspects of the Case until it is resolved. The Extreme Networks GTAC team provides personalized assistance via web, email, or phone to quickly address your questions or issues. This document explains the levels of service available, shows you how to identify the level of service in effect, and guides you to preparing the information you need before you contact your Technical Assistance Center. This document describes: · How to submit various requests · What happens to your request · How to follow the progress of your request · How to escalate your request, if necessary Extreme Networks is committed to continuously evolving and developing service programs and business practices to meet the unique needs of each customer. As part of delivering world-class networking solutions, we strive to be a long-term service partner that exceeds your expectations and helps you achieve success. We hope you find this document to be a useful tool in your day-to-day interaction with the Extreme Networks service and support organization. To obtain the most recent version of this document and to stay abreast of our service policies, visit the Extreme Networks website at http://extremenetworks.com/support/policies. For general questions or comments regarding this document or to recommend improvements, contact svcmktg@extremenetworks.com. For questions regarding service contracts, contact your sales representative or email svc@ extremenetworks.com. Understanding Your Support Options Customers who have product covered under product warranty or have purchased an ExtremeWorks® Service Contract are entitled to use GTAC. You can check the status of your support contracts on the

1. Multi-Rate1,2.5,5,10GigabitEdgePoE++
Multi-RateSpineLeafDesign(10,25,40,50,100Gigabit)
X440-G2 (L3 - Value 1G to 10G)
PoE
Fiber
DC
Policy
 SummitStack-V (WITHOUT any
additional license required).
 Upgradeable 10GbE (PN 16542 or 16543).
 Policy built-in (simplicity with multi-auth).
EXOS 21.1 or
higher
Value with Automation
First Extreme
Switch to support
Cloud Value
X460-G2 (Advanced L3 1-40G) Multirate Option
PoE
Fiber
DC
Policy
Fit The Swiss Army Knife of Switches
Half Duplex
½ & ½
3 Models
This is where: 10G on
existing copper Cat5e
and Cat6 extend the
life of the installed
cable plant. Great for
1:N Convergence.
X620 (1OG Copper or Fiber)
Speed Next Gen Edge
Lowered TCO via
Limited Lifetime Warrantee
Wallplate AP
AP + Camera
Outdoor Wave 2
Multi-Gigabit
Wireless
High Density
-pack or Wedge
Facebook
ExtremeSupport
XoS
Platform
Config L2/L3
Analytics
Any OS
Any Bare Metal Switch
Policy
Disaggregated Switch
CAPEX or OPEX (you choose)?
Reduced Risk (just witness or take action)
Time is the critical Factor with XYZ Account Services...
Infrastructure
Businessmodel
Ownership
Considerations
Management
Location
 32 x 100Gb
 64 x 50Gb
 128 x 25Gb
 128 x 10Gb
 32 x 40Gb
96 x 10GbE Ports
(via4x10Gb breakout)
8 x 10/25/40/
50/100G
10G
Next Gen: Spine Leaf
X670 & X770 - Hyper Ethernet
Common Features
 Data Center Bridging (DCB) features
 Low ~600 nsec chipset latency in cut through mode.
 Same PSUs and Fans as X670s (Front to back or Back to
Front) AC or DC.
X670-G2 -72X (10GbE Spine Leaf) 72 10GbE
X670-48x-4q (10GbE Spine Leaf) 48 10GbE & 4 QSFP+
QSFP+
40G DAC
Extreme Feature Packs
Core
Edge
AVB
OpenFlow
Advance
Edge
1588 PTP
MPLS
Direct Attach
Optics License
Extreme Switches
include the license
they normally need.
Like any other
software platform
you have an
upgrade path.
QSPF28
100G DAC
Thin & Crunchy
XoS Platform with one track of software.
Speed with Features (Simple).
Metro Functionality like ATM or SONET
Flexible Horizontal or Vertical stacking
Purposed for Broadcom
(ASICs)
So What, Who cares?
Deliver XYZ Account, the
value of HP with the feature
function of Cisco.
XYZ Account Business Value
WhyExtreme?
Summit
Summit
Policy delivers automation..
Thick & Chewy
Know and control
the who, what, when, where and the user
experience across your XYZ Account
Network.
Control with insight...
WhyEnterasys?
XYZ Account Strategic Asset
Custom ASICs
S & K Series
Chantry
Motorola
Air
Defense
So What, Who cares?
Flow Based Switching
Simplicity w Policy
Wired and Wireless
100% insourced support
Today you get both
Control
So What, Who cares?
Fit
Speed
Unique
Value
Unique
Control
Summit G2
Yesterday - Cabletron Changed the game w Structured wiring
(remember Vampire taps, Coax ethernet ect.)
Today - Extreme Delivers Structured networking
Policy
Summit
Who?
Where?
When?
Whatdevice?
How?
QuarantineRemediate
Allow
Authentication
NAC Server
Summit
Netsite
Advanced
NAC Client
Joe Smith
XYZ Account
Access
Controlled
Subnet
Enforcement
Point
Network
Access
Control
This is where
if X + Y, then Z...
 LLDP-MED
 CDPv2
 ELRP
 ZTP
If user
matches a
defined
attribute
value
ACL
QoS
Then place
user into a
defined ROLE
A port is what it is because?This is where you easily Identify
the impact and Source of
Interference Problems.
Detailed Forensic Analysis
 Device, Threats, Associations,
Traffic, Signal and Location
Trends
 Record of Wireless Issues
Network Trend Analysis
 Historical Analysis of
Intermittent Wireless
Problems
 Performance Trends a
Spectrum Analysis for
Interference Detection
 Real-time Spectrograms
 Proactive Detection of
Application Impacting
Interference
Visualize RF Coverage
 Real-time RF Visualizations
 Proactive Monitoring and
Alerting of Coverage Problem
ADSP for faster Root Cause Forensic
Analysis for SECURITY & COMPLIANCE.
Event
Sequence
Classify
Interference
Sources
Side-by-side
Comparative
Analysis
Air Defense
Application
Experience
FullContext
App
App
Analytics
App
Stop the
finger-pointing
Application Network Response.
Flow or Bit
Bucket
Collector
3 million Flows
Sensors
X460 IPFix 4000 Flows
(2048 ingress, 2048 egress)
Sensor PV-FC-180, S or K Series (Core
Flow 2/ 1 Million Flows)
Flow-based Access Points
From the controller (8K Flows
per AP or C35 is 24K Flows)
Flows
Why not do this in the
network?
10110111011101110 101101110111011101
6 million Flows
Business Value
Context BW IP HTTP:// Apps
Platform Automation Control Experience Solution Framework
Is your network faster today than
it was 3 years ago? Going forward
it should deliver more, faster,
different
X430-G2 (L2 - 1G to 10G)
PoE
Distribute content
from a single source
to hundreds of displays
Ethernet as a Utility
(PoE)
Injectors
Up to 75
Watts
HeadingHeading
XYZ Account Data Center
XYZ Account CoreXYZ Account Edge
XYZ Account Wireless XYZ Account Data Center
XYZ Account CoreXYZ Account Edge
XYZ Account Wireless
Elastic Fit
Fabric
XYZ Account Data Center
XYZ Account CoreXYZ Account Edge
XYZ Account Wireless
Elastic Fit
Fabric
Everyone has a plan 'till
they get punched in the mouth.
- Mike Tyson
Net Promoter Score of 81%
 This is where, Extreme GTAC has
an average tenure of 14 years
 94% first person resolution. Calls
routed directly to Engineer
 100% in-sourced support
out of 10 Extreme
customers say they would
recommend us to a colleague
Everyone has a plan 'till
they get punched in the mouth.
- Mike Tyson
Net Promoter Score of 81%
 This is where, Extreme GTAC has
an average tenure of 14 years
 94% first person resolution. Calls
routed directly to Engineer
 100% in-sourced support
out of 10 Extreme
customers say they would
recommend us to a colleague
Everyone has a plan 'till
they get punched in the mouth.
- Mike Tyson
Net Promoter Score of 81%
 This is where, Extreme GTAC has
an average tenure of 14 years
 94% first person resolution. Calls
routed directly to Engineer
 100% in-sourced support
out of 10 Extreme
customers say they would
recommend us to a colleague
Extreme Networks award winning customer support is 100% insourced. Solution level support for our
customers, to exceed expectations – customer satisfaction
 This is where Extreme GTAC engineers have an average tenure of support engineers - 10 years.
 97% first call resolution, translation, XYZ Account will not get bounced around.
 30 years building and support enterprise class networks around the world, in almost every vertical
100% Insourced service and support
Service Levels
TAC & OS
NBD AHR
4H AHR
NBD On-Site
4H On-Site
Extreme Networks award winning customer support is 100% insourced. Solution level support for our
customers, to exceed expectations – customer satisfaction
 This is where Extreme GTAC engineers have an average tenure of support engineers - 10 years.
 97% first call resolution, translation, XYZ Account will not get bounced around.
 30 years building and support enterprise class networks around the world, in almost every vertical
100% Insourced service and support
Service Levels
TAC & OS
NBD AHR
4H AHR
NBD On-Site
4H On-Site
Monitor, Repair, Improve...Monitor, Repair, Improve...
PSP to Focus on XYZ Account Outcomes
Keep cases
from top tiers
to lower tiers…
Avoid or Minimize
Impact
PSP
DEV
Teams
L3
(Rebuild)
L2
L1
PCS- PartnerWorksPortal
Problem Management
Ticket
PSP Best Practices Review
 Case Oversight, reviews any
known product issues
 Root Cause Analysis and
Software Version Mgmt –
 Network Assessment, reviews
chronic problems
PSP to Focus on XYZ Account Outcomes
Keep cases
from top tiers
to lower tiers…
Avoid or Minimize
Impact
PSP
DEV
Teams
L3
(Rebuild)
L2
L1
PCS- PartnerWorksPortal
Problem Management
Ticket
PSP Best Practices Review
 Case Oversight, reviews any
known product issues
 Root Cause Analysis and
Software Version Mgmt –
 Network Assessment, reviews
chronic problems
Partner Led Support Options
Designed for
partners that want
to offer their own
support solutions to
ensure customer
network uptime,
data integrity and
high end user
productivity
Advanced Network Support
GTAC and e-Support
(Extreme Networks)
Technical
(Distributor)
Primary Technical
Support
(Local Reseller)
ExtremeWorksPassThrough
PartnerWorks
PSP Program
Partner Led Support Options
Designed for
partners that want
to offer their own
support solutions to
ensure customer
network uptime,
data integrity and
high end user
productivity
Advanced Network Support
GTAC and e-Support
(Extreme Networks)
Technical
(Distributor)
Primary Technical
Support
(Local Reseller)
ExtremeWorksPassThrough
PartnerWorks
PSP Program
NOC Services Platform...
Managed Services is a Private
Cloud Infrastructure with multi-
tenant support with global
availability..
 NOC (Network Operation
Center) and CHD (Customer
Help-Desk) are available
24x7
 Each Customer has access
to their services over
secured network access
 Access to the Portal,
Services and Views based on
Hierachical Roles.
NOC Services Platform...
Managed Services is a Private
Cloud Infrastructure with multi-
tenant support with global
availability..
 NOC (Network Operation
Center) and CHD (Customer
Help-Desk) are available
24x7
 Each Customer has access
to their services over
secured network access
 Access to the Portal,
Services and Views based on
Hierachical Roles.
The GTAC Support Engine
Lifetime Warranty vs Services
Onsite Labor No
Software
Updates & Versions
G2 Summit - Yes
Enterasys - Yes
Remote Support 8AM-5PM Mon-Fri 24x7x365
Phone Support Level RMA logging / limited
Troubleshooting
Consultative
Online Case Management No Yes
Next Business Day
2 and 4 hour,
response options
Yes
Service Element
Lifetime eAHR-2
Warranty Maintenance
Hardware Replacement
2 and 4 hour,
response options
Next business day Ship (same
day if before 2 PM)
Extreme pays freight both
ways
The GTAC Support Engine
Lifetime Warranty vs Services
Onsite Labor No
Software
Updates & Versions
G2 Summit - Yes
Enterasys - Yes
Remote Support 8AM-5PM Mon-Fri 24x7x365
Phone Support Level RMA logging / limited
Troubleshooting
Consultative
Online Case Management No Yes
Next Business Day
2 and 4 hour,
response options
Yes
Service Element
Lifetime eAHR-2
Warranty Maintenance
Hardware Replacement
2 and 4 hour,
response options
Next business day Ship (same
day if before 2 PM)
Extreme pays freight both
ways
Extreme can help drive with ESUs (Service Units)
XYZ Account BENEFITS - FLEXIBLE ACCESS TO TECHNICAL TRAINING,
The Expert certification demonstrates advanced knowledge and
capabilities with Extreme Networks products and solutions
 Extreme Training Units may be used for open enrollment at any of
our Training Centers and Authorized Training Partner (ATP)
locations.
 Students can achieve Expert level certification by successfully
passing a combination of technology course exams
 Units can be procured at point of sale and used any time within
the ensuing 12 months
Extreme can help drive with ESUs (Service Units)
XYZ Account BENEFITS - FLEXIBLE ACCESS TO TECHNICAL TRAINING,
The Expert certification demonstrates advanced knowledge and
capabilities with Extreme Networks products and solutions
 Extreme Training Units may be used for open enrollment at any of
our Training Centers and Authorized Training Partner (ATP)
locations.
 Students can achieve Expert level certification by successfully
passing a combination of technology course exams
 Units can be procured at point of sale and used any time within
the ensuing 12 months
Time is the Key to the Value!
Time to
Detect
This is where, Extreme can help XYZ Account
plan, budget, and track more accurately
Be empowered to make proactive instead of
reactive choices
GTAC Key Differences
 Not always just break-fix.
 Address Network issues
 Prevent future service interruption
Time to
Respond to
XYZ Account
Time is the Key to the Value!
Time to
Detect
This is where, Extreme can help XYZ Account
plan, budget, and track more accurately
Be empowered to make proactive instead of
reactive choices
GTAC Key Differences
 Not always just break-fix.
 Address Network issues
 Prevent future service interruption
Time to
Respond to
XYZ Account
Scalability + Satisfaction!
Transforming Service Delivery
Scalability + Satisfaction!
Transforming Service Delivery
Everyone has a plan 'till
they get punched in the mouth.
- Mike Tyson
Net Promoter Score of 81%
 This is where, Extreme GTAC has
an average tenure of 14 years
 94% first person resolution. Calls
routed directly to Engineer
 100% in-sourced support
out of 10 Extreme
customers say they would
recommend us to a colleague
Extreme Networks award winning customer support is 100% insourced. Solution level support for our
customers, to exceed expectations – customer satisfaction
 This is where Extreme GTAC engineers have an average tenure of support engineers - 10 years.
 97% first call resolution, translation, XYZ Account will not get bounced around.
 30 years building and support enterprise class networks around the world, in almost every vertical
100% Insourced service and support
Service Levels
TAC & OS
NBD AHR
4H AHR
NBD On-Site
4H On-Site
Monitor, Repair, Improve...
PSP to Focus on XYZ Account Outcomes
Keep cases
from top tiers
to lower tiers…
Avoid or Minimize
Impact
PSP
DEV
Teams
L3
(Rebuild)
L2
L1
PCS- PartnerWorksPortal
Problem Management
Ticket
PSP Best Practices Review
 Case Oversight, reviews any
known product issues
 Root Cause Analysis and
Software Version Mgmt –
 Network Assessment, reviews
chronic problems
Partner Led Support Options
Designed for
partners that want
to offer their own
support solutions to
ensure customer
network uptime,
data integrity and
high end user
productivity
Advanced Network Support
GTAC and e-Support
(Extreme Networks)
Technical
(Distributor)
Primary Technical
Support
(Local Reseller)
ExtremeWorksPassThrough
PartnerWorks
PSP Program
NOC Services Platform...
Managed Services is a Private
Cloud Infrastructure with multi-
tenant support with global
availability..
 NOC (Network Operation
Center) and CHD (Customer
Help-Desk) are available
24x7
 Each Customer has access
to their services over
secured network access
 Access to the Portal,
Services and Views based on
Hierachical Roles.
The GTAC Support Engine
Lifetime Warranty vs Services
Onsite Labor No
Software
Updates & Versions
G2 Summit - Yes
Enterasys - Yes
Remote Support 8AM-5PM Mon-Fri 24x7x365
Phone Support Level RMA logging / limited
Troubleshooting
Consultative
Online Case Management No Yes
Next Business Day
2 and 4 hour,
response options
Yes
Service Element
Lifetime eAHR-2
Warranty Maintenance
Hardware Replacement
2 and 4 hour,
response options
Next business day Ship (same
day if before 2 PM)
Extreme pays freight both
ways
Extreme can help drive with ESUs (Service Units)
XYZ Account BENEFITS - FLEXIBLE ACCESS TO TECHNICAL TRAINING,
The Expert certification demonstrates advanced knowledge and
capabilities with Extreme Networks products and solutions
 Extreme Training Units may be used for open enrollment at any of
our Training Centers and Authorized Training Partner (ATP)
locations.
 Students can achieve Expert level certification by successfully
passing a combination of technology course exams
 Units can be procured at point of sale and used any time within
the ensuing 12 months
Time is the Key to the Value!
Time to
Detect
This is where, Extreme can help XYZ Account
plan, budget, and track more accurately
Be empowered to make proactive instead of
reactive choices
GTAC Key Differences
 Not always just break-fix.
 Address Network issues
 Prevent future service interruption
Time to
Respond to
XYZ Account
Scalability + Satisfaction!
Transforming Service Delivery