3 Premium Support Myths Debunked

As the rapid convergence of cloud networking, generative AI, and security takes shape and shows the enormous value it can bring to businesses, enhanced designated IT support is needed for virtually all global organizations of every size across all industries.   

Premium support is more than troubleshooting a network issue. It’s about building strong, trusting relationships with partners and vendors and providing peace of mind for customers.  Over the years, I’ve heard from many customers praising Extreme Networks’ enhanced services for the tremendous help, partnership, and value it brings to their business and their bottom line.  These customers feel that our support and delivery teams are an extension of their own internal IT teams.  It’s a bond Extreme greatly values and continues to look for ways to strengthen. 

Debunking IT support myths

When it comes to advanced IT services, let’s debunk a few myths:

Myth #1. Premium support isn’t worth the cost

When weighing the cost of IT downtime of approximately $2,300 - $9,000 per minute (depending on company size and industry), the value of premium support far outweighs the cost.  For example, IT outages have cost the below companies millions of dollars in downtime in the past: 

• In March 2015, Apple lost approximately $25 million over an outage lasting 12 hours
• In March 2019, Facebook had a 14-hour downtime, costing them nearly $90 million
• In August 2016, Delta lost almost $150 million during five hours of downtime

High-quality, expert IT support ensures network optimization and minimal downtime by providing a skilled team to efficiently resolve issues quickly, fostering organizational confidence. Should downtime occur, a team of long-tenured, certified networking professionals swiftly troubleshoots and resolves issues to restore operations efficiently.   

Myth #2. Only large enterprises need enhanced IT support

All industries run mission-critical workloads where always-on access to business applications for stakeholders is needed.  When business applications or workloads are inaccessible, organizations lose the trust of their users and customers, lose productivity, and, ultimately, lose revenue. 

Myth #3.  Premier IT support only covers technical problems

Extreme’s Premier Services covers more than priority case queueing should an IT problem occur.  Customers receive designated professional support from 100% in-sourced, certified experts who provide proactive case management, business reviews, migration planning, access to solution architects, and more.

Mitigate network issues before they occur

The best network is one that is nearly invisible to users, vendors, and customers, operating in the background without interruption. Stakeholders expect their network, applications, and user experiences to always work securely and seamlessly. Proactive engagement from Extreme Networks Premier Services provides customers help identifying potential risks and advising corrective and preventive measures to mitigate network issues before they arise. 

Timely resolution to unanticipated network issues is more important than ever – especially when customer demands are high, IT personnel are scarce, and critical business operations must remain always available. 

The world’s largest brands trust Extreme Networks

There’s a reason some of the world’s largest organizations trust Extreme Networks. Our unwavering commitment to customer satisfaction is second to none. In fact, for six consecutive years, Extreme has been recognized as a Gartner Peer Insights Customers’ Choice for Enterprise Wired and Wireless LAN Infrastructure.  Extreme is very proud of this distinction, which is based on direct feedback from end-users with first-hand experience with our products and services. 

Talk to an Extreme Networks representative to learn about our comprehensive, industry-leading portfolio of IT support and services and how we can help organizations get the most from their IT investments.