Maximize Your Investments in Agilent Technology with Support Services.
| Availability |
| Ensure maximum systems uptime to minimize the impact on your business. |
| Problem Resolution |
| Obtain timely resolution to questions or issues around your technology investments. |
| Gold Support - Dedicated, on-site Agilent support staff & enhanced service level agreements.
Silver Support - Reactive support including email & phone access to global technical support staff. Defined service level agreements and response times.
Bronze Support - User-driven support. Email support queries & response. User access to knowledge database and tech notes for self-diagnosis & repair.
Pro-Active Support - Reduce impact of potential support issues by developing a pro-active support strategy. Includes a dedicated support account manager, recurring health and wellness checks, and an annual on-site visit.
Operational Assistance - Remote, consulting services offering.
Customer Care Portal - Integrated web-based portal for customer updates such as, software patches, tech notes and advisories, and access to the product knowledge base. |
Support Services Feature Matrix
|
Support Services Feature |
Gold Support |
Silver Support |
Bronze Support |
|
Priority 1 Response Time Target |
4 hours |
4 hours |
4 hours |
|
Telephone Access to Support Engineers |
24x5 |
24x5 |
|
|
Email Access to Support Engineers |
ü |
ü |
ü |
|
Entitled number of new support instances per year |
Unlimited |
20 per year |
12 per year |
|
Customer Web Portal Access |
Enhanced Web Portal Features |
ü |
ü |
|
Software Updates & Enhancements |
ü |
ü |
ü |
|
Pro-Active Support |
ü |
|
|
|
Support Account Manager |
ü |
|
|
|
Custom Support Plan |
Option |
|
|
|
Operational Assistance |
Option |
Option |
Option |
|