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What is a PartnerWorks or PartnerWorks Plus Service Agreement and Why Am I Being Redirected To Another Vendor For Support of an Extreme Networks product?

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TitleWhat is a PartnerWorks or PartnerWorks Plus Service Agreement and Why Am I Being Redirected To Another Vendor For Support of an Extreme Networks product?
Question
What is a PartnerWorks or PartnerWorks Plus Service Agreement and Why Am I Being Redirected To Another Vendor For Support of an Extreme Networks product?
Environment
  • General Services & Support Process Notice
  • PartnerWorks (PW)
  • PartnerWorks Plus (PWP)
Answer
Extreme Networks provides three tiers of support services to its customers in association with partners, resellers and other vendors around the globe for best-in-class services and support.

A PartnerWorks or PartnerWorks Plus service agreement requires first touch support for your Extreme Networks products be serviced by your Partner or Reseller and not directly with Extreme Networks.

Should your partner require the additional assistance of Extreme Networks GTAC service and support they will open a case on your behalf and maintain the point of contact to facilitate resolution of your reported issue, question or concern.

Extreme GTAC, upon confirmation of a PartnerWorks or PartnerWorks Plus case opened directly by you as an end customer will:
  1. Attempt to identify and provide the contract number in effect.
  2. Provide your partner or reseller's company's name, URL and listed phone number.
  3. Close the case as deferred to your partner or reseller.

For additional information on ExtremeWorks, Extreme Networks' direct services and support offering please visit ExtremeWorks Maintenance Services or contact your local Extreme Networks Sales or account representative.
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