ExtremeWorks Managed Services Frequently Asked Questions

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1 1. What are the ExtremeWorks Managed Services? MonitoringPLUS and ResponsePLUS are scalable and flexible offerings combining continuous remote network monitoring with complete maintenance support available in a single package. ExtremeWorks MonitoringPlus and ExtremeWorks ResponsePLUS provide an immediate solution to customers network monitoring and management challenges. These offerings are available to Extreme Networks partners to resell without the need to invest in their own infrastructure, providing an entry point into the Managed Services markets. 2. What is ExtremeWorks MonitoringPLUS? Here is a summary of ExtremeWorks MonitoringPLUS features. For more detailed information, go to the Service Description Document within the Managed Services section at Proactive problem notification to your customer regarding network performance, health and security A scalable, flexible solution to your customers network monitoring needs 7x24x365 network monitoring expertise Cloud-based network configuration storage so the customer can restore past network configurations Extensive cloud-based dashboard that provides instant access to network visibility Customer access to network reporting via a Managed Services Gateway Comprehensive support offerings on Extreme Networks devices, including technical phone support, software updates, and advance hardware replacement, with onsite options. 3. What is ExtremeWorks ResponsePLUS? ExtremeWorks ResponsePLUS includes all of the features of ExtremeWorks MonitoringPLUS plus these additional features. For more detailed information, go to the Service Description Document at Accelerated problem detection and resolution of Extreme Networks supported devices, including updating configurations and software or making hardware changes A designated Service Manager to manage problem resolution support Cloud-based network configuration storage for network configuration restoration after problem resolution An inventory of Extreme Networks devices to have a better understanding of assets and their configurations for better network security and health Semi-annual service reviews to discuss the status of network performance, health and security, vulnerabilities, and suggested improvements

2 4. How big is the Managed Services market? The global managed services market will grow from $107B in 2014 to $193B by 2019 (CAGR: 12.5%) (Source: MarketsandMarkets report) 5. What types of customers buy Managed Services? Although every customer can benefit, there are 3 key targets: Customers who want or need to move their highly trained and skilled IT staff to more strategic projects that affect the company s bottom line Customers who are being flooded with data from the IoT, BYOD/mobility, Cloud applications and other technologies who need to 24x7x365 visibility into their network s performance and health Customers who need to augment their current IT staff s expertise based on the influx of complex applications that are part of IoT, BYOD, Cloud and others. 6. Is Extreme planning on rolling out a PartnerWorks co-delivery model of Managed Services? Yes, we are planning on rolling out a PartnerWorks co-delivery model for Managed Services in spring of Is support included with Managed Services? Yes, both ExtremeWorks MonitoringPLUS and ExtremeWorks ResponsePLUS include maintenance support on Extreme Networks devices, including technical phone support, software updates, and advance hardware replacement. There are also onsite options available. 8. How do you determine which devices are covered? We can use NetSight if it s installed or use the complimentary Asset Discovery Tool (ADT) that identifies Extreme Networks devices on the customer s network and ensures an accurate network asset inventory. There are other device discovery tools that work as well so if you ve already invested in one of those, feel free to use it. 9. How can selling Managed Service help Partners? Partners can benefit in many ways from selling Managed Services. These offerings: Enable Partners to compete more effectively Enhance Partners brand Broaden Partners offerings Enable Partners to test market viability Enhance account control Increase customer satisfaction and loyalty

3 10. What types of Partners benefit most from these offerings? Partners who have limited to no Managed Services offerings today will benefit immediately from reselling ExtremeWorks MonitoringPLUS and ExtremeWorks ResponsePLUS. Other Partners who can benefit include those: Who want to maintain or enhance their account control Who are trying to help customers move from a Capex to an OpEx model That find they are excluded from opportunities because they do not offer this type of service 11. What kind of support will Partners get from Extreme Networks in selling ExtremeWorks Managed Services? Extreme will assist Partners with pre-sales efforts, including: Help with the sales conversation either behind the scenes or directly in front of customers with the Partner Provide marketing materials and presentation decks Assist with customer demonstrations Assist with accurate quotes based on network discovery information 12. What kind of sales tools are available to help Partners sell ExtremeWorks Managed Services? Extreme Networks provides you with: A customer-focused, business-benefits oriented datasheet that emphasizes enabling more effective use of customers IT staff and improving network performance and health Customer presentation focused on options and benefits Asset Discovery Tool (ADT) Service Description Documents Pricing Getting Started with ExtremeWorks Managed Services guide 13. How do I order Managed Services? There are three basic steps to order either MonitoringPLUS or ResponsePLUS service coverage: a) Discover the network devices that are to be covered by a Managed Service offering through the use of NetSight, the Asset discovery Tool (ADT) or similar tool set that provides device level information, including product part number, serial number and IP address of each device. b) the discovery findings (in CSV or Excel format) to your regional Extreme service sales representative and request a quote for either MonitoringPLUS or ResponsePLUS. c) Once the quote from Extreme is received back, provide corresponding purchase order wherever you procure your Extreme Networks services, making reference to the quote.

4 List prices are available in the managed services section of the commercial price list, however a formal quote from Extreme Networks will be required prior to any Managed Services purchase order. 14. Can Extreme Networks monitor other devices on the network? Yes, there is remote monitoring support for other devices. Please contact your geographic service sales person for a custom quote. 15. What if the customer already has a support contract on the installed devices? Can I still add monitoring or management? Yes, you can add ExtremeWorks MonitoringPLUS or ExtremeWorks ResponsePLUS to equipment currently under a maintenance contract. Please contact your geographic service sales person to discuss calculating the residual credit and subsequent purchase. 16. Can I sell ExtremeWorks Managed Services at the same time I m selling equipment? ExtremeWorks Managed Services should be sold on installed devices only. 17. What is the minimum contract duration for ExtremeWorks Monitoring PLUS or ExtremeWorks ResponsePLUS? The minimum term for a new contract is 3 years, and the minimum term for a renewal is 1 year 18. On which Extreme Networks products does Extreme Networks offer ExtremeWorks MonitoringPLUS and ExtremeWorks ResponsePLUS services? Most fixed, stackable and modular switches, and the IdentiFi wireless LAN products. Consult the Managed Services Price List for a complete listing of individual products. 19. How are ExtremeWorks managed services installed? The product Serial Number (obtained during network discovery) is used to identify the network devices to be managed. Extreme Networks contacts the customer to obtain necessary technical information (IP addresses, device names, and WAN access information). A simple pre provisioned monitoring device is shipped to the customer for self- installation. The service is remotely provisioned by Extreme Networks. When the customer confirms in writing that the managed service is active, the managed service contract start date is established. 20. What is the Managed Services Gateway? The Managed Services Gateway (MSG) it is a customer accessible web portal for the managed service. It displays the Inventory management database, the Configuration management database, real time monitoring status information, alarm information, ticketing database for managing incidents, problems, and service requests. The gateway also includes general information about the managed service (contact phone numbers, addresses), and a customer specific User Guide for the managed service.

5 21. What is meant by the On-Boarding process? On-Boarding is the implementation of the managed services, led by Extreme in coordination with the end customer. Customers will need to appoint a technical representative to assist with all On-boarding activities. 22. How long should it take, from time of purchase order submission to Extreme, to fully implement either the MonitoringPLUS or ResponsePLUS service? No two managed service implementations are the same thus implementation timetables can vary. However, most implementations can be completed within 30 to 45 days. 23. Where can I download the Asset Discovery Tool (ADT)? The ADT tool is available to download from the external Extreme Networks website: ( Additional Tools section) Phone Extreme Networks, Inc. All rights reserved. Extreme Networks and the Extreme Networks logo are trademarks or registered trademarks of Extreme Networks, Inc. in the United States and/or other countries. All other names are the property of their respective owners. For additional information on Extreme Networks Trademarks please see Specifications and product availability are subject to change without notice.

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