Services at a Glance - Extreme Networks

Support Options to Help Protect Your InvestmentYou’ve made significant investments to implement your networking solution. Without the support to keep it operating andperforming the way you desire, you are risking consequences and costs. Extreme Networks Maintenance and Support solutionhelps protect your investment and optimize your network.SupportOptionsTechnicalAssistanceCenter (TAC)Software and TAC 24x7x365 24x7x365 Worldwide*Return to Factory(formerly known asExtended Warranty)eSupport Availability Description24x7x365 24x7x365 Worldwide*48 Hour AHR 24x7x365 24x7x365 Worldwide*Next Business Day(NBD) AHR24x7x365 24x7x365 Worldwide*NBD Onsite 24x7x365 24x7x365 Worldwide*4 Hour AHR 24x7x365 24x7x365 Worldwide*4 Hour Onsite 24x7x365 24x7x365 Worldwide*Extreme Networks will provide 24x7x365 access to TACand eSupport. No hardware entitlement is included withthis service level.Extreme Networks will ship a replacement of like orequivalent model 10 business days after receipt of thedefective unit.If an RMA is approved prior to 2 p.m. regional TAC time,Extreme Networks will ship a replacement of like orequivalent model on the same day with two business daydelivery.**If an RMA is approved prior to 2 p.m. regional TAC time,Extreme Networks will ship a replacement of like orequivalent model on the same day with next business daydelivery.**If an RMA is approved prior to 2 p.m. regional TAC time,Extreme Networks will provide a replacement of like orequivalent model plus an engineer on the next businessday (Monday - Friday, 8 a.m. to 5 p.m.).Extreme Networks will provide a replacement of like orequivalent model within 4 hours (on a 24x7x365 basis)from the time that Extreme Networks determines thatproduct replacement is required, the RMA is approvedand the service provider has been notified.Extreme Networks will provide a replacement of like orequivalent model plus an engineer within 4 hours (on a24x7x365 basis) from the time that Extreme Networksdetermines that product replacement is required, the RMAis approved and the service provider has been notified.*Availability is subject to geographic location, customs, and transportation delays. Extreme Networks is not responsible for any delays relating to customs or transportation issues. Return toFactory is not available on Limited Lifetime Warranty products under all programs. NBD Onsite, 4 Hour Onsite and 4 Hour AHR are not available under the PartnerWorks Plus Support Program.Return to Factory and Software and TAC are not available as part of the PartnerWorks Support Program. Please work with your regional service sales manager to determine coverage.** Next business day or two business day delivery methods may not be available in all countries in South America. In such countries, Extreme Networks will use the most expediteddelivery method available.

extremenetworks.comCorporate andNorth AmericaExtreme Networks3585 Monroe StreetSanta Clara, CA 95051United StatesPhone +1 408 579 2800Europe, Middle East,Africa and South AmericaExtreme NetworksKernkade 2, 2nd floorLage Weide,Utrecht 3542 CHThe NetherlandsPhone +31 30 800 5100Asia PacificExtreme Networks541 Orchard Road#15-03 Liat TowersSingapore 238881Phone +65 6836 5437JapanExtreme Networks15F SumitomoKorakuen Building1-4-1 KoishikawaBunkyo-ku, Tokyo 112-002JapanPhone +81 3 5842 4011email: info@extremenetworks.com© 2011 Extreme Networks, Inc. All rights reserved. Extreme Networks, the Extreme Networks logo, ExtremeWorks and ExtremeXOS are either registered trademarks ortrademarks of Extreme Networks, Inc. in the United States and/or other countries. Apple, the Apple logo and iPad are trademarks of Apple Inc. App Store is a service mark ofApple Inc. All other names and marks are the property of their respective owners.Specifications and product availability are subject to change without notice. 1033_03 6/11Printed on Recycle Paper. Please Recycle.