Extreme networks ExtremeWorks Software Support 1 Lizenz(en) 1 Jahr(e)

Extreme Networks Advanced Hardware Replacement Services offerings provide technical support, update and/or upgrade support, and advanced parts replacement for Covered Products (as defined herein) according to particular levels of purchase. Upon diagnosis of a reported failure, service offerings cover the replacement part arrival within the response time specified for the service level purchased, subject to the conditions defined herein. Extreme service offerings further grant Customers telephone and web access to Extreme Networks Global Technical Assistance Center (“GTAC”) 24 hours a day, 365 days a year (24x7) to report problems, ask product-related questions and receive assistance for Extreme Networks hardware and Operational Software.<br><br>Availability<br>ExtremeWorks Advanced Hardware Replacement Services, contracted for a defined period, are available globally from key business locations, subject to the conditions herein. Please refer to Appendix A for addition information on availability and restrictions by geography.<br><br>Deliverables<br>Each ExtremeWorks Advanced Hardware Replacement Service offer includes the following: - GTAC Technical Support – 24x7 telephone support that provides technical assistance with diagnosis of defect or failures in the Extreme Networks hardware and Operational Software to conform to published documentation on Covered Products.<br>- Escalation Management – The GTAC is the escalation point for the customer for raising unsatisfactory conditions or immediate concerns associated with the service quality on Covered Products. Please see Appendix B for additional detail.<br>- Advanced Shipment – Extreme Networks provides for the advanced shipment of FRUs to the customer’s contracted sites within the contract response time on Covered Products. A request for a replacement FRU is validated by GTAC and a Return Material Authorization (RMA) number is assigned. Extreme Networks will pick, pack and dispatch the replacement FRU using a commercial delivery service to make the delivery to the customer’s contracted site. The replacement FRU will be delivered within the contracted response time, subject to the regional restrictions, response times, and diagnostic requirements identified in Appendix A.<br>- Operational Software Updates and Upgrades –Customer is entitled to receive any Operational Software or Operational Software upgrades that Extreme Networks may develop and generally release on Covered Products. Operational Software is defined as embedded software that is required to operate an Extreme Networks network device and is offered for sale as an inclusive component of such hardware network device product as described in Extreme Networks’ published price list applicable to such hardware product ( “Covered Product”). Operational Software updates and upgrades may be obtained through Extreme Networks’ Website after establishing a web account and are only available for Covered Product that is registered and subject to Extreme’s standard published product documentation and support/ maintenance entitlements. Use of Operational Software updates and upgrades shall be subject to the ExtremeWorks Support Program Terms and Conditions, in addition to your applicable product license agreement and purchasing terms and conditions.<br>- Access to Extreme Networks’ Customer Support Website – which may include, but is not limited to (i) status review of known hardware and software problems (ii) access to technical documentation (iii) ability to log a case (iv) status view of outstanding RMAs.<br><br>Extreme Networks Responsibilities<br>Extreme Networks is responsible for:<br>- Assisting with fault diagnosis required to identify the FRU to be replaced and to occur prior to assignment of the RMA number.<br>- Assigning an RMA number to each FRU to be replaced and notifying