Extreme Networks Wednesday unveiled its new Premier Services, “high-touch” support available for resale by its partners to their end-user customers.
Premier Services come in two packages – Premier and PremierPLUS – offering engagement, support and management to guide Extreme technology implementations from inception to installation and beyond.
Rob Rosa, Extreme’s vice president of worldwide service sales, tells Channel Partners that Premier Services provide a higher level of support to the end customer, and also give resellers “valuable insight into what is transpiring with the end customer so they can unearth opportunities, such as new product and services, for valued partners.”
“Premier Services was developed by Extreme based on the needs of the customer and the feedback provided by our partners,” he said. “As our solution set continues to expand and becomes more complex, customers are asking for high-touch, personalized support to maximize their Extreme investment.”
Premier Services provide customers with networking guidance and a dedicated advocacy team to help ensure all service needs are met “even before the customer knows they’re needed,” according to the company. Customers have a dedicated, single point of contact for product needs, information requests and service resolution, along with priority case queuing.
“Mirroring Extreme Networks’ broader industry expertise, Premier provides consultation and services to verticals such as health care, retail and education,” Rosa said. “Given our knowledge and experience, our team can anticipate industry-specific needs and challenges, and recommend the most relevant Extreme solution. Premier is a great way to gain a stronger footing with the end customer and to ensure future success in that particular vertical.”
Extreme’s global technical assistance center (GTAC) is available around the clock. Extreme PremierPLUS includes the same service with additional monitoring, management and response.
|Here’s our most recent list of new products and services being offered by agents, VARs, MSPs and other channel partners.|
“With Premier, our partners will have greater insight into the customer environment, which is a crucial competitive advantage,” Rosa said. “Depending on the complexity of the customer use case and the depth of the customer’s IT organization, Premier can offer an additional layer to support the customer’s needs. If the customer is highly sophisticated, Premier can provide expedited support to bypass Level 1 and 2 support to work directly with a higher-tier GTAC engineer.”
Extreme recently launched its Dojo program, a new online training program for global partners consisting of competency-based curricula delivered in bite-sized video modules. It also recently was named a 2018 Gartner Peer Insights Customers’ Choice for data-center networking.
“We are committed to helping customers build networks that accelerate their digital transformation and drive disruption on their terms — we call this customer-driven networking,” said Ed Meyercord, Extreme’s president and CEO.