Welcome to Premier Service Delivery

<PDM Name>
Premier Delivery Manager
<PDM email>
<Date>

©2019 Extreme Networks, Inc. All rights reserved

 Agenda

Premier Support

Premier Delivery Manager

Global Technical Access Center (GTAC)

Your Extreme Network

Support Engagement & Escalation Process

Support Resources

Additional Information
2 ©2019 Extreme Networks, Inc. All rights reserved
 Premier Support

©2019 Extreme Networks, Inc. All rights reserved

 Global Service Mission
We Provide Our Customers with Choices and the Highest Quality of Service

“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.”

- Ed Meyercord, CEO Extreme Networks

20+ years average tenure – Premier Delivery Managers

• 98% RMA Service Level Objective Compliance

• 9.14/10 Average Case CSAT Score – All Regions
• 14 average tenure – Professional Service Engineers
• 93% First person Technical Support Case Resolution
• 100% CSAT Rate in Gartner Peer Insight Study
• 100% In-House 24x7x365 Global Technical Support

4 4 ©2019 Extreme Networks, Inc. All rights reserved

 Support Levels – Feature Summary
Deliverables ExtremeWorks Premier PremierPLUS
24/7 TAC Access   
24/7 eSupport   
Option for HW SLAs   
Priority Case Queuing  
Premier Support  
Service Plan  
Account Status Meeting (QBR review opportunity)  
Root Cause Analysis Reports  
Post Sales Technical Training  
Asset Survey Business Reviews  
Network Change Validation  
Customer Profiles & Asset Mgmt.  
Premier On-Site Support Opt. Opt.
Premier Resident Engineer Opt. Opt.
Network Monitoring 
Incident Response 

5 5 ©2019 Extreme Networks, Inc. All rights reserved

 Premier Delivery Manager

©2019 Extreme Networks, Inc. All rights reserved

 Premier Delivery Manager - Premier Support Focal Point
• Extreme Networks customer advocate
• Builds and maintains account profile and Premier asset database
<Customer>
• Drives implementation of all Premier deliverables
<Customer>

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

Account / Project Review

Other Topics, Questions & Actions

8 ©2019 Extreme Networks, Inc. All rights reserved

8
 Your Premier Delivery Team

<PDM Name>
Primary Email: <PDM Email>
PDM
Mobile: <PDM Mobile>
< Backup PDM Name>
Backup Email: < Backup PDM email>
PDM
Mobile: < Backup PDM Mobile>

SLA <Account SLA, ex. Next Day Parts>

9 ©2019 Extreme Networks, Inc. All rights reserved

9
 Global Technical Access Center (GTAC)

©2019 Extreme Networks, Inc. All rights reserved

 How to Contact Extreme Networks GTAC
Phone: US +1 800-872-8440 <Change per customer country>

To find the appropriate phone number for your location, please go to

http://www.extremenetworks.com/support/contact

Web: Extreme GTAC Support Portal (Recommended). https://extremeportal.force.com

If you have a network-down or network-impaired situation, please follow the

instructions below:
1. Phone US +1 800-872-8440: Call GTAC and identify yourself. You will
immediately be connected to a Support Engineer who will open a Case
and provide you with a Case number
2. Explain the technical details of the issue. Have your device’s serial
number, relevant logs, configurations, and current network topology
3. Be prepared (if needed) to provide remote access for a support
engineer to perform troubleshooting
11 ©2019 Extreme Networks, Inc. All rights reserved
 Emailing Extreme GTAC
Email: support@extremenetworks.com
Email Cc: <PDM email>
Subject line
 Must contain a Case Number, Product Type, or Technology/Solution and
this information must be wrapped in brackets or parentheses as below
 New Case
‒ Subject: [SWITCHING], Subject: [ROUTING], Subject: (NETMGMT)
‒ Subject: [VDX], Subject: (SLX), Subject: (MLX), Subject: [VSP/ERS]?
 Case Update
‒ Subject: CASE# (1234567), Subject: CASE [1234567]
Please share any error messages, log outputs, detailed problem descriptions, and
troubleshooting steps attempted that could help the support engineer understand
the problem
File attachments are supported
12 12 ©2019 Extreme Networks, Inc. All rights reserved
 Web Portal - Case Creation, SW, Downloads, & More
Password-protected Portal website at support.extremenetworks.com
Creating Cases (Case Management)
Download software
 Contracted customers will have access to software updates and
software upgrades that are available during the period of their service
contract
 Warranty customers should verify their warranty details by reading the
information at http://www.extremenetworks.com/support/policies

 Software downloads are available under the Downloads menu on the

Extreme Portal (you can also find them under the Products menu)

13 13 ©2019 Extreme Networks, Inc. All rights reserved

 RMA Information

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

All returns must be processed using the RMA number provided

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

All Locations are 100% In-Sourced

15 ©2019 Extreme Networks, Inc. All rights reserved
15
 GTAC Case Objectives/Definitions
Case Restore Time Update
Response Time
Priority (SW fix or workaround) Frequency
First Available Engineer
Critical - C1 – Maximum 15 Minutes*
4 Hours* Up to 4 Hours*

Customer’s network segment or management application is down or experiencing a consistent,

measurable performance impact with no immediate resolution available

1 Hour*
High – C2 (Phone)
1 Day* Daily*

Customer’s network is experiencing intermittent failure or degradation of network or management

application

Medium – 8 Hours* 10 Days* 4 Days*

C3
Customer has issues that do not affect normal network or management application operation and/or
questions concerning product function or use
Acknowledgement within
Low – C4 24 Hours*
N/A* N/A*

General Questions or Additional Information

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>

©2019 Extreme Networks, Inc. All rights reserved

 Premier Account Profile
Contract review
 Verify all customer assets and SLAs are in agreement

Asset allocation check

 Ensure install locations are accurate for depot stocking
 Please work with your PDM to identify chassis components

Firmware Levels Database update

 Collect currently installed code for determining target path

Account email distribution Lists

 Establish contacts to be included in email distribution list

GTAC special instructions

 Establish customer specific Premier case handling processes and communications

Premier customer repository

• Contact lists
• Asset lists
• NW Topology diagrams
18 • Inc.
©2019 Extreme Networks, Other
All rights key
reservedinformation
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 Hardware Support Level Agreements
Onsite 24x7 Support Info
SLA Hardware
HW SLA options Replacemen Phone and
Code Replacement
t Support Case Updates

ExWorks 2 Hour Onsite 2OS 24x7 (2 hours) 24x7 (2 hours)  

ExWorks 2 Hour Parts 2P 24x7 (2 hours)  

ExWorks 4 Hour Onsite 4OS 24x7 (4 hours) 24x7 (4 hours)  

ExWorks 4 Hour Parts 4P 24x7 (4 hours)  

ExWorks Next-Business-Day (NBD) NDO NBD* NBD*  

Onsite
ExWorks Next-Business-Day (NBD)
NDP NBD*  
Parts

ExWorks Return to Factory RTF RTF (5 days)  

* 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 & TAC  

Return & Replace   
Next Business
NBD AHR   Day
Next Business
NBD Onsite   Day
M - F (8 x 5)

4-Hour AHR   4 Hours

4-Hour Onsite   4 Hours 24 x 7

Software Subscription  

20 ©2019 Extreme Networks, Inc. All rights reserved

 Support Engagement & Escalation
Process

©2019 Extreme Networks, Inc. All rights reserved

21
 Customer Support Escalation Path
1. Email Extreme Networks Support
 Contact Extreme customer support management team at
GTAC_Managers@extremenetworks.com
 Include the Case Number in the Subject line enclosed in parenthesis or brackets
 Please CC: support@extremenetworks.com
 If you do not receive a response within 1 hour or if your situation is critical and requires
immediate management attention proceed to Step Two

2. Call Extreme Networks Support

 Please have the Case# available for reference
 Ask to speak to the GTAC Duty Manager. The Support Engineer will locate the Duty Manager and
connect your call

3. Call Extreme Networks PDM

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

Support Engineer Immediate Immediate Immediate

GTAC Manager Immediate Immediate 10 Days

Premier Delivery Manager Immediate Immediate Immediate

Director, Global Technical Services Immediate 48 Hours 10 Days

Vice President, Global Technical Services 2 Hours 72 Hours 20 Days

Executive Management (CTO/EVP Eng) 4 Hours None None

23 ©2019 Extreme Networks, Inc. All rights reserved

 Extreme Premier Support Escalation Contacts
Name Role E-Mail Phone

<> Premier Delivery Manager <> <>

<> Backup Premier Delivery Manager <> <>

<> Premier Delivery Engineer* <> <>

Premier Resident Engineer

<> <> <>
(Optional)*

Craig Curren Sr. Manager of Support Delivery ccurren@extremenetworks.com +1 919-447-7408

Mark Hood Director - Support Delivery mhood@extremenetworks.com +1 919 447 7396

Kevin Gray VP Services kgray@extremenetworks.com +1 603 952 5858

* 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

Extreme Networks Premier Support Delivery Team

<> Premier Delivery Manager <> <>

<Backup PDM> Backup Premier Delivery Manager <> <>

Craig Curren Sr. Manager, Premier Support +1-919-447-7408 CCURREN@extremenetworks.com

Delivery

Mark Hood Director, Premier Support Delivery +1-919-447-7396 MHOOD@extremenetworks.com

Kevin Gray VP of Services +1-603-952-5858 kgray@extremenetworks.com

Extreme Networks Sales Team

<AE> Account Executive <> <>

<SE> Systems Engineer <> <>

<RSM> Regional Sales Manager <> <>

Steve Patak SVP of Sales- Americas +1-919-447-7325 spatak@extremenetworks.com

<SEM> SE Manager <> <>

Randy Cross Sr. Director, Program Mgmt. +1-919-447-7448 rcross@extremenetworks.com

25 ©2019 Extreme Networks, Inc. All rights reserved

 Support Resources

©2019 Extreme Networks, Inc. All rights reserved

26
 Resources
Quick Links Guide for Extreme Networks Support

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.

Online Support Resources

– GTAC knowledge: https://gtacknowledge.extremenetworks.com/ -The Global Technical
Assistance Center Knowledge base enables you to quickly find answers to questions on
Extreme products & services, all at your convenience.
– The Hub Community: https://community.extremenetworks.com/ - Get your questions answered,
share ideas, and collaborate on all things Extreme.
– Join the conversation today!

27 ©2019 Extreme Networks, Inc. All rights reserved

 Resources – Cont’d
Extreme Networks Support Portal Quick Links
‒The Extreme Support Portal enables you to open and manage your cases (and create an RMA where
necessary), view your service contracts, and download software. For general support information, you do
not have to login. For your specific contract details and to create a case, you must login.

‒Opening & Managing cases online – Log in and go to

https://extremeportal.force.com/ExtrCaseManagement.

‒Reviewing Service Contracts – Log in and go to

https://extremeportal.force.com/ExtrServiceContractLanding.

‒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

28 ©2019 Extreme Networks, Inc. All rights reserved

 Additional Information

©2019 Extreme Networks, Inc. All rights reserved

29
 Account Registration
https://extremeportal.force.com/ExtrAccountRegistration

30 ©2019 Extreme Networks, Inc. All rights reserved

 Creating Cases - View and Create Cases

31 ©2019 Extreme Networks, Inc. All rights reserved

 View Your Cases

32 ©2019 Extreme Networks, Inc. All rights reserved

 Creating a Case as a Registered User

Diagnose and Resolve Issues, Request Hardware Replacement (RMA), and Ask Questions
33 ©2019 Extreme Networks, Inc. All rights reserved
 Draft RMA Case Example

34 ©2019 Extreme Networks, Inc. All rights reserved

 Downloading Software Updates

35 ©2019 Extreme Networks, Inc. All rights reserved

 Software Downloads Under Products

36 ©2019 Extreme Networks, Inc. All rights reserved

 Thank you

©2019 Extreme Networks, Inc. All rights reserved

37