Support Services 

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
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Entitled number of new support instances per year
Unlimited
20 per year
12 per year
Customer Web Portal Access
Enhanced Web Portal Features
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Software Updates & Enhancements
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Pro-Active Support
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Support Account Manager
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Custom Support Plan
Option

Operational Assistance
Option
Option
Option

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