Welcome To Premier 2019 Template Final
Welcome To Premier 2019 Template Final
Welcome To Premier 2019 Template Final
<PDM Name>
Premier Delivery Manager
<PDM email>
<Date>
Premier Support
Support Resources
Additional Information
2 ©2019 Extreme Networks, Inc. All rights reserved
Premier Support
“Extreme Services, recognized as the top ranked service and support organization by Gartner, are
essential in assisting customers with their digital transformation by delivering superior business
outcomes. From the smart edge, to automated campus, and agile data center, Extreme has
invested in the services capabilities to ensure the success of your business and IT initiatives.”
Third
• Proactive support to reduce network outages:
Third Party
Party Partner
Partner
Vendors
Vendors - Recommendations for software upgrades and releases
- Proactive communication of technical support bulletins
- Proactive communication of Technical Field Notices
Account Extreme
Account
Team
Team
Extreme
Management
Management - Facilitates Bug Scrubs
PDM - Project Management
- Network change validation management
- Access to Premier Delivery Engineers
Premier
Premier Engineering
Engineering
Delivery
Delivery
Engineers
Engineers
Team
Team • EOS/EOL notifications to customer
• C1/C2 support case management
Premier
Premier
Resident GTAC
• Conducts Quarterly Business Reviews (QBR)
Resident GTAC
Engineer
Engineer
• Minimum of 1 QBR on-site visit annually
• Coordinates all support communications between customer
and Extreme Networks
7 7 ©2019 Extreme Networks, Inc. All rights reserved
Account Business Review
Premier Support Delivery
Case Review
Quarterly Business Review (QBR)
Proactive Communications
Organization Update
Contract & Asset Review
<PDM Name>
Primary Email: <PDM Email>
PDM
Mobile: <PDM Mobile>
< Backup PDM Name>
Backup Email: < Backup PDM email>
PDM
Mobile: < Backup PDM Mobile>
Upon hardware being deemed defective by GTAC and determined to be under either a valid service
agreement, warranty, or a paid per incident service agreement - an RMA case will be opened and processed
accordingly
Extreme Networks makes every effort to review, approve and fulfill requests for Return Material Authorizations
(RMAs) within the response times specified under either the product warranty or the maintenance contract of
covered equipment, whichever applies
NBD delivery is available when Extreme TAC determines by 2:00 p.m. local time that a replacement is required
If determination is after 2:00 p.m. local time on a Friday, replacement will ship Monday for Tuesday delivery
If you are unable to return the failed unit within 10 days, email our Asset Recovery Team for an approval
extension via ahrprogram@extremenetworks.com
Please read the product return terms detailed in the Service Description Document corresponding to your level
of service for specific details
Returns must be sent back to the corresponding RMA Depot. Returns coming from all areas (except for
locations that have a regional depot) should fill out the waybill form found at: http://extremeapi.upsrow.com/ or
under RMA tab under the specific case (click on the down arrow to see all of the RMA details)
14 ©2019 Extreme Networks, Inc. All rights reserved
Global Network of Technical Assistance Centers
Utrecht,
Utrecht, Netherlands Moscow,
Netherlands Moscow, Russia
Russia
Reading Frankfurt,
Frankfurt, DE
Salem,
Salem, NH,
NH, USA
USA Reading UK,
UK, DE
Tokyo,
Tokyo, Japan
Japan
Santa
Santa Clara,
Clara, CA,
CA, USA Seoul,
USA Raleigh, Seoul, Korea
Korea
Raleigh, NC,
NC, USA
USA
Mexico
Mexico City
City
Chennai, Macau,
Macau, China
Chennai, India
India China
Sao
Sao Paulo,
Paulo, Brazil
Brazil
1 Hour*
High – C2 (Phone)
1 Day* Daily*
16 16
*The times listed are targets only and are not a guarantee that Extreme will respond within the target time
©2019 Extreme Networks, Inc. All rights reserved
Your Extreme Network
<Account Name>
* NBD delivery is available when Extreme TAC determines by 2:00 p.m. local time that a replacement is required
* NBD - If determination is after 2:00 p.m. local time on a Friday, replacement will ship Monday for Tuesday delivery
19 ©2019 Extreme Networks, Inc. All rights reserved
19
A Complete Range of Bundled Support Options
Extreme Networks support agreements provide essential elements to keep your business running optimally
Return &
Global Technical Advanced Replace
eSupport Onsite
Support Offering Assistance Center Hardware (10 Business Days,
(24x7x365) Services
(24x7x365) Replacement After Receipt at
Factory)
Software Subscription
Escalation contact information: By following the above escalation path you will make contact with
support management personnel listed on the next slide. This person will work with you to resolve
your issue
22 ©2019 Extreme Networks, Inc. All rights reserved
Escalation Management Communication Matrix
C1 C2 C3
NOTIFICATION LEVELS
CRITICAL HIGH PRIORITY MEDIUM PRIORITY
* PDE’s are assigned to an account on a temporary basis unless minimal contractual stipulations are met
* PRE is an paid on-site resource
24 ©2019 Extreme Networks, Inc. All rights reserved
<Customer Name> Extreme Account Team
Name Title Phone Number Email
Search
– You can type in a search term in the upper right corner of any www.extremenetworks.com web
page to find Support Information.
– You can hover on the Support tab on most www.extremenetworks.com pages to see Support
offerings including the Support Portal.
– To find several options for obtaining support as well as policies, documentation and software
downloads please go to https://www.extremenetworks.com/support.
‒Viewing Licenses – Follow the link below, sign in, and view under Product Licensing:
https://extremeportal.force.com/ExtrLicenseLanding.
‒To redeem vouchers for aftermarket licenses, you may use the Extreme Portal under Product Licensing:
https://extremeportal.force.com/ExtrLicenseLanding.
‒If you are in need of assistance with the license generation, please call into GTAC for further assistance.
oGTAC phone: US +1 800-872-8440
oYou can access GTAC’s global list of phone numbers here: http://www.extremenetworks.com/support/contact
Diagnose and Resolve Issues, Request Hardware Replacement (RMA), and Ask Questions
33 ©2019 Extreme Networks, Inc. All rights reserved
Draft RMA Case Example