Imagine that your network is suffering a critical issue. Your customers are confused, managers are nervously tapping their feet under the table. It gets tense. The business outlook becomes more and more dire with each minute. You could literally use the help of a superhero… Have you ever felt like this? Meet Extreme Networks Premier Services – the support you can count on!
In today’s world we all rely heavily on technology to get our jobs done. And the network can be easily considered the nervous system of many companies, connecting customers, partners and employees across the vast amount of areas and levels of organization. But what happens when the technology fails us?
According to the ‘Uptime Intelligence, Publicly Reported Outages 2018-2019’ report, network constitutes for 29% of IT outages causes, second only to IT stack (31%)1. In general, more than a third of these network outages could be avoided, if it wasn’t for human error. So what happens after the milk is spilled? You name it: lost revenue and productivity, recovery costs, invaluable data loss, legal repercussions, reputation loss, PR crises…
When the situation is dire, time is of the essence and every second is worth its price in gold. Quite literally. According to Gartner, the average cost of network downtime is around $5,600 per minute2. That amounts to around $300,000 per hour. That’s a lot on the line for any business on this planet… unless we call for Extreme Networks Premier Services!
A proactive support
The aim of Premier Support is quite simple: to keep your teams focused on goals rather than burdensome problem resolution. Easier said than done? Well, not in this case.
Premier Support is all about boosting your confidence in the network performance thanks to proactive approach and optimization of your network environment. It means that all resources and deliverables are designed both to support your day-to-day technical needs, recognize network issues BEFORE they create a problem and to provide ongoing analysis and recommendations for potential developments and advancements in the future.
When you need it, where you need it
OK, so it’s pretty clear that Premier Support is something more than just reactive maintenance coverage. But how does it work exactly? That’s an excellent question! Here at Extreme we’re all about simplifying our lives, and that applies to both our networks and our customer support.
In order to achieve that, we have built the program on four key pillars:
- Direct Vendor Support. Customers gain direct access to the always-available, award-winning Extreme Global Technical Assistance Center (GTAC). Our fully in-sourced engineering expertise will help solve your most pressing networking challenges, providing Level-1, Level-2 and Level-3 support. Whether it’s network change validation, health-check or root cause analysis – you can count on us.
- Faster Case Resolution. There are improved ways to call for help. Priority case queuing means reduced response time and increased case communication frequency. GTAC engineers have access to customer network specific information, so you can rest assured that the service is quick and on point. Need increased visibility of both executive and management teams during these nasty C1 and C2 cases? With Premier Support you got it all.
- Single Point of Contact. Meet the Premier Delivery Manager (PDM), your personal hero! J The customer-advocate in the Extreme Services organization ensures you have a single 24/7 point of contact for all your support needs, from problem resolution to pro-active asset management. The assigned PDM understands your network requirements and your business needs very well, making sure that you receive a personalized customer experience that’s beyond compare with standard solutions.
- Escalation Management. After having measured and categorized the case priority level of your problem, it will be assigned and routed through the proper product support teams. Rest assured – your PDM knows exactly to whom to escalate!
Premier Delivery Manager - your all around hero
The support that counts
When you’re running a complex network, having a dedicated Extreme Networks advocate to support you is key to identifying issues early, monitoring trends, ensuring your network is operating smoothly and keeping your team focused on your goals rather than problem resolution.
Whether you need a technical problem solved quickly, have a pressing question about a new network vulnerability, or there’s a software upgrade on the horizon, a high-touch resource dedicated to your team will ensure your network is always under close care, no matter where you are in the world.
At the end of the day, we help to increase your organization’s business uptime. And that’s the support that counts.
Try Premier Support and get a discount yet!
And to reward you for sticking with us during this rather lengthy piece… we have a limited time promotion just for you!
Get Extreme Networks Premier Services for 15 months for the price of 12 months or 3 years for the price of 2 years! Find out more and get in touch with one of our Extreme Services experts. We're looking forward to working with you!