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Available Services on ExtremeCloud IQ (aka HiveManager) Products

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TitleAvailable Services on ExtremeCloud IQ (aka HiveManager) Products
Objective
This article is intended to acquaint Extreme Networks partners with the Aerohive services available for Aerohive products between January 13, 2020 and April 6, 2020 and ordered through Extreme Networks sales channels. For more detail, please refer to the links throughout the article.
Environment
Procedure
How do I order Extreme Networks and Aerohive products beginning January 13, 2020?
Beginning January 13, you can obtain a quote using Aerohive SKU’s for new or expansion opportunities through Extreme Networks for any combination of Aerohive product (hardware, software, subscriptions, services). Likewise, you may order Extreme product on a separate quote. However, you may not mix ANY Extreme and Aerohive product (hardware, software, subscriptions, or services) on the same quote between January 13, 2020 and April 6, 2020.


ExtremeCloud IQ vs. Aerohive HiveManager
With the acquisition of Aerohive, Extreme has updated the name of Aerohive’s cloud management software. Aerohive’s HiveManager NG is now referred to as ExtremeCloud IQ. SKU descriptions for the HiveManager NG subscriptions now read “ExtremeCloud IQ (formerly HiveManager)”.


What services are available for Aerohive products from January 13th until April 6th?
All Aerohive hardware products (Access Points, Routers, Switches, A3), subscriptions (HiveManager NG aka ExtremeCloud IQ), software, and support services will be quotable from Extreme Systems between January 13th, 2020 and April 6th, 2020 for new and expansion sales using existing Aerohive order codes.
Where Extreme Professional Services are required for Aerohive deployments, standard Extreme Professional Service (ESUs) should be quoted.  All Aerohive renewal quoting will remain in Aerohive quote systems until April 6th, 2020. After April 6th, 2020 Extreme Networks plans to launch the commercialized Extreme Cloud IQ offers and integrate Aerohive service delivery and renewals into Extreme Networks’ systems.
Datasheets and additional information on the existing Aerohive service and subscription offers can be found at:  https://www.extremenetworks.com/support/aerohive-support/


What is the difference between ExtremeCloud IQ Connect and ExtremeCloud IQ Select?
Extreme Cloud IQ Connect (aka HiveManager Connect, or “Freemium”) is included with Aerohive hardware  without the need for any additional purchase. Connect provides basic unified, cloud-managed connectivity built on Aerohive’s unique cooperative control Wi-Fi focused on optimizing speed and resilience. Connect is centrally managed from the cloud, allowing for simple, fast, and powerful management. Community-based support is also included and must be utilized for any technical support needs. Connect does not provide any entitlement to call or open cases with the global TAC.

ExtremeCloud IQ Select (purchased separately from Aerohive hardware via 1 Year, 3 Year or 5 Year subscriptions) enables access to advanced cloud networking features and true enterprise mobility. ExtremeCloud IQ Select includes powerful network management tools for RF planning, monitoring of devices and application usage and secure, tailored access management capabilities.
  • Advanced network management tools, security and access management
  • A choice of cloud-based or on-premises deployment option
  • Includes Select Support with 24/7 interactive support


Where can I get help ordering Aerohive services on January 13th?
Please email your Service Sales organizations with questions at
North America: AmericasCloudVSAM@extremenetworks.com
EMEA: emea-ssr-support@extremenetworks.com


What standalone Aerohive Support services are offered?
Select Support – Offered for end user customers and partners with ExtremeCloud IQ Select licenses. For end customers, Select Support offers the same service entitlements as an ExtremeCloud IQ Select subscription: 7x24 GTAC access, Select software upgrades and updates, online support portal access and Next Business Day (NBD) RMA replacement. For partners who offer their own services to end user customers, the service is referred to as Partner Support, and provides 7x24 GTAC Level 3 access, Select software upgrades and updates, and Return to Factory RMA replacement. Select Support or Partner Support (as applicable) is required with the purchase of each ExtremeCloud IQ Select perpetual license.

Alliance Support is a flagship enterprise support program that supplements customers’ IT Team to help maximize the value of their mobility platform to deliver unified, intelligent, and simple networks for their business. Alliance, an ultra-expedited technical support program, is offered as a supplement to Select Support. This program, developed by engineers with world-class technical knowledge, helps customers leverage the power of mobility to increase productivity, engage their customers, and grow their business
Further details can be located here: https://www.extremenetworks.com/support/aerohive-support/
HIVECARE SUMMARY  
 Hivecare SelectHivecare Alliance
Coverage24x724x7
Tier - Severity 1T1T2
Tier - Severity 2-4T1T2
S1 SLA1 Hour1 Hour
S2 SLA2 Hours1 Hour
S3 SLA4 Hours2 Hours
S4 SLA2 Days8 Hours
Accredited Contacts4 Engineers12 Engineers
Geography ServedGlobalGlobal
Extended Product Protection - RMA DeliveryNBDNBD
Extended Product Protection - ReplacementRefurbishedRefurbished
DOA ReplacementNewNew
SW Updates & UpgradesYesYes
Focused PodNoneYes
Professional ServicesNone5 Days
Operational ReviewsNoneQuarterly
On-Site Custom Technical TrainingNone2 Days
Aerohive hardware product sold stand-alone
1. Hardware products: Aerohive access points, switches, routers, and A3
2. Product purchase entitles the end user to ExtremeCloud IQ (HiveManager) Connect access
    a. Connect access is available for all Aerohive access points and SR-series switches
    b. Connect Community Support only (no access to Extreme/Aerohive GTAC)
3. Connect access is NOT available for Aerohive XR-series routers. These require ExtremeCloud IQ Select software

Aerohive product + ExtremeCloud IQ (fka HiveManager NG) Perpetual license + Support: for On-Premise deployment only
1. Hardware products: Aerohive access points, switches and routers
2. Software: virtual gateway appliance (VGVA)
3. On-premise Perpetual license deployment
    a. Purchase ExtremeCloud IQ perpetual software license
    b. Purchase ExtremeCloud IQ perpetual license for each connected HW device
    c. Purchase Support (required) for the same term length as term software subscription
        i. Licenses and software are available for most Aerohive product available in the January 2020 price list
        ii. Extreme Partners who are Aerohive-certified may resell the Select subscription to end users
        iii. Term lengths for the XIQ/NG term software subscription are 1, 3, & 5 years

Aerohive product + ExtremeCloud IQ Public Cloud (SaaS) subscription or Term Software Subscription, for either public cloud or on-premise deployment
1. Hardware products: Aerohive access points, switches and routers
2. Software: virtual gateway appliance (VG VA)
3. Term Software Subscription for On-premise deployment
    a. Purchase an ExtremeCloud IQ Term Software Subscription
       i. Licenses and software are available for most Aerohive product available in the January 2020 price list
        ii. Partner may resell ExtremeCloud IQ Select subscription to an end user, or purchase ExtremeCloud IQ Partner subscription to pair with their own services to the end user
        iii. Term lengths for the ExtremeCloud IQ Term Software subscription are 1, 3, & 5 years
4. Public Cloud (SaaS) Subscription for cloud deployment
    a. ExtremeCloud IQ Public Cloud subscription
        i. Licenses and software are available for most Aerohive product available in the January 2020 price list
        ii. Partner may resell ExtremeCloud IQ Select subscription to an end user, or purchase ExtremeCloud IQ Partner subscription to pair with their own services to the end user
        iii. Term lengths for the ExtremeCloud IQ Public Cloud (SaaS) subscription are 1, 3, & 5 years

ExtremeCloud A3
Cloud-Managed Network Access Control (NAC). A3 delivers a complete Network Access Control (NAC) for all wireless and wired clients on the network. A3 is vendor agnostic and can be deployed on all major vendors’ access networks. Only certified Partners may resell.
    i. Subscription Licenses

Hive Manager Classic and IDM
The End of Sale for Hive Manager Classic has been announced and is effective March 31, 2020. However, Extreme Networks will continue to renew subscriptions for existing customers on Hive Manager Classic and IDM until the published End of Service Life dates.

Full details can be located here: https://www.extremenetworks.com/support/aerohive-support/end-of-life-products/
Extreme Networks recommends Hive Manager Classic customers review options to migrate to ExtremeCloud IQ.
 
What services are entitled with the purchase of Subscription or Support?
Aerohive hardware product sold stand-alone
1. ExtremeCloud IQ public cloud Connect access available to end user customers
    a. Limited ExtremeCloud IQ features;
    b. ExtremeCloud IQ web portal
    c. Community-based support
    d. Knowledge Base access through portal
2. Hardware RMA replacement through product warranty
    a. RTF + 10-day ship
3. NOTE: Connect does not entitle end-user customer to technical support

Aerohive product + ExtremeCloud IQ Perpetual license + Select Support
The end of sale for perpetual licenses and associated support has been announced and is effective March 31, 2020.
Full details can be located here: https://www.extremenetworks.com/support/aerohive-support/end-of-life-products/
1. Only for ExtremeCloud IQ perpetual license deployed in On-Premise environment
2. Select Support (required purchase with perpetual licenses) – End User customers only
    a. All of Connect support, plus
    b. 24x7x365 Global TAC phone support
    c. Advance Hardware Replacement (AHR)
3. Partner Support (required purchase with perpetual licenses) – Partners only
    a. 24x7x365 Global TAC phone support
    b. Return to Factory RMA replacement

Aerohive product + ExtremeCloud IQ Public Cloud (SaaS) subscription or Term Software Subscription
1. For deployment in public cloud or on-premise
2. Select Support (included with Select subscription or Select term software) – End User customers only
    a. All of Connect support, plus
b. 24x7x365 Global TAC phone support
    c. Advance Hardware Replacement (AHR)
3. Partner Support (included with Select subscription or Select term software) – Partners only
    a. 24x7x365 Global TAC phone support
    b. Return to Factory RMA replacement
Additional notes

Covered Hardware

Access Points

 Software Compatibility
ModelExtremeCloud IQ (Hive Manager) ConnectExtremeCloud IQ (Hive Manager) SelectHiveManager Classic
AP122YesYesYes
AP122XYesYesYes
AP130YesYesYes
AP150WYesYesYes
AP230YesYesYes
AP245XYesYesYes
AP250YesYesYes
AP550YesYesYes
AP630YesYesNo
AP650YesYesNo
AP650XYesYesNo
AP1130YesYesYes
AP30YesYesNo

Switches
 Software Compatibility
ModelExtremeCloud IQ (HiveManager) ConnectExtremeCloud IQ (HiveManager) SelectHiveManager Classic
2208PYesYesNo
2224PYesYesNo
2324PYesYesNo
2348PYesYesNo

Routers
 Software Compatibility
ModelExtremeCloud IQ (Hive Manager) ConnectExtremeCloud IQ (Hive Manager) SelectHive Manager Classic
XR200NoYesNo
XR600NoYesNo

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