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Extreme Portal Help: Who to Contact for Questions about the Extreme Portal

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TitleExtreme Portal Help: Who to Contact for Questions about the Extreme Portal
Objective

What are the options for submitting feedback about or related to the Extreme Portal?
Who to Contact for More Information on the Extreme Portal?
Who do I contact when I am having an issue with something on the Extreme Portal?

Environment
Customers and Partners,
Extreme Portal
Procedure

First, please search to see if the issue you are facing has been documented in a knowledge article by performing a search for the Extreme Portal issue in the Extreme Portal unified search.
 
If you are unable to find a solution for the issue in the knowledge base, please review the following sections to determine which team you should contact to give feedback related to the Extreme Portal.

Logging In to the Extreme Portal
If you cannot log in, please review the instructions in this article first: Extreme Portal Help: Cannot Log In and Cannot Reset Password for Extreme Portal

Non-Technical Issues with the Extreme Portal (not including the Partners tab)  portal@extremenetworks.com
Non-Technical issues with the Extreme Portal that are not related to Extreme Networks products should emailed to the Extreme Portal group to give feedback on the Extreme Portal website in general, minus the Partners area. Here are some of the common types of issues /feedback for the Extreme Portal goup:

  • Problems with logging in to the Extreme Portal
  • General feedback about the Extreme Portal website
  • Functional problems with the Extreme Portal website 
  • Usability issues with the Extreme Portal website

 If you need assistance with product-related technical data in the portal (such as service contract data that appears to be incorrect, access to certain firmware, etc.), then you can go directly to GTAC Support for assistance with those types of inquiries. In some situations the Extreme Portal will recommend this action directly. If you are unsure, please start with sending an email to the Extreme Portal group at portal@extremenetworks.com and we will help get you to the right group, if necessary.

Technical Extreme Product related issues: Contact GTAC Support Online: Create a Case, Phone: Call GTAC  email: support@extremenetworks.com
If you need assistance with a technical Extreme Networks product-related issue, then you should contact GTAC.

You can contact GTAC online, by email and by the phone. If you are able to log in to the Extreme Portal, please submit your case online.  Online case management streamlines the resolution process and collection of required entitlement information.

If the issue is urgent or if you are unable to access case management on the Extreme Portal, then you can use the GTAC Contact page to find the proper phone number for your location to call GTAC for assistance. Also, you can email support@extremenetworks.com; you will be required to include a product identifier or case number in the subject of the email or the email will be bounced back to you, please see the GTAC User Guide (Extreme Portal) for more details on the email channel.

Licensing Related issues:
For Licensing redemption/activation issues or questions, please email Licensing@extremenetworks.com.

The Partners tab in the Extreme Portal: EPNSupport@extremenetworks.com
If you have feedback that is specific to the Partners tab of the Extreme Portal, then you should email the EPN Support group at epnsupport@extremenetworks.com. Here are some of the common types of things that should be sent directly to the EPN Support group:

  • Deal Registration questions/issues
  • Not For Resale (NFR) program questions/issues
  • Ultimate Warrior program
Additional notes

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