Keysight extends technical support service

10th September 2020

Keysight Technologies (formerly Agilent)

Mick Elliott

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Keysight Technologies has expanded its KeysightCare program to provide a growing customer base with fast, reliable access to priority technical support.

KeysightCare is a scalable and comprehensive support model offering best-in-class test and measurement expertise through a dedicated, proactive single point of contact for instruments, software, application measurements and test. This integrated support model is now available with five tiers to meet the specific hardware, software and technical support needs of customers.

The newest offering in the KeysightCare portfolio is KeysightCare Technical Support, tailored to cover all Keysight instruments at a customer site, regardless of performance level, use model, warranty period or discontinuance status.

This entry level offering, removes technical barriers with less than two business days committed response time by technical support and application engineers.

KeysightCare Technical Support provides for committed response time from a live technical support expert, as well as access to technical expertise through the KeysightCare portal and a knowledge centre 24x7, which contains decades of R&D expertise in thousands of technical articles and programming examples on leading edge technologies.

"Our customers demand faster access to technical support when challenges arise in operating test and measurement instruments and software," said Ted Burns, Global Director of KeysightCare. "Since Keysight implemented KeysightCare in 2018, we've been able to improve committed response times by 50 percent, while continuing to invest in our global support infrastructure, empowering our customers to mitigate project risk and get products to market faster. KeysightCare helps customers remove barriers to success through a committed, accessible, and proactive engagement with our measurement experts."

Since November 2018, classic KeysightCare Assured is included with the majority of newly delivered Keysight instruments and software.

However, customers still operate previously acquired equipment in R&D and manufacturing test setups, which require fast predictable access to technical support experts.