Support Experience Improvements

  • 5
  • Announcement
  • Updated 3 years ago
  • (Edited)
Over the past few months, we’ve introduced and improved elements of the Extreme Networks support experience.  We’re very excited to see many of you taking advantage of them!

In April, we launched GTAC Knowledge.  What’s GTAC Knowledge??

  • Self-Service Support - On-Demand Knowledge Base available, 24x7x365
  • Mobile friendly - Take GTAC Knowledge with you when troubleshooting on the go!
  • Authentic GTAC content - Engineers publish articles based on real-world issues and questions encountered by customers just like you

The Hub is also a vibrant support community that gets stronger each day.  Membership is growing at a rapid pace, engagement has doubled over the last year and we’d love for you to join us.  When you do, here’s what you can expect:

  • GTAC Engineers available to complement the fantastic peer-to-peer support structure already in place
  • The ability to help us improve the quality of existing articles and create new ones
  • Collaborate with like-minded networking professionals from around the world - show us your purple passion!

It’s through these outlets that we’ve been able to hear your feedback - and we really do listen!  One of the biggest challenges facing our customers are slow download speeds for software like NetSight and IdentiFi.

Last week, our IT team began migrating downloads to a new, global Content Delivery Network (CDN).  In trial downloads, users have reported speed improvements as much as 40x!

The newest releases of each software product were migrated to the new CDN first.  Older, less frequently downloaded items will be migrated last.

Feel free to provide your observations and feedback on this upgrade in this thread.  You’re welcome to share other issues or thoughts in their own topics as well.  As always, check back frequently to benefit from any newly shared and published content!

We want to ensure access to Extreme Networks support is as effortless as possible.  We’re not done improving your Extreme Networks Support experience yet!  Lots of continual improvement in the roadmap ahead.

Stay tuned!

Thanks,
Extreme Networks Services Team
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Drew C., Community Manager

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Posted 3 years ago

  • 5
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Ryan Mathews, Alum

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Really good stuff Drew and thank you to the great members of our Hub Community.
We're committed to making your service experience with Extreme Networks as effortless as possible.  

We've made some good progress recently and have lots more to come!  Please keep the feedback coming!  Thank you.