Questions and Answers

Answers to Common Questions

Question: Where do we go with questions about the Support Center?

Answer: Questions or comments regarding the Lab Informatics Support Center portal can be sent to servicedesk_assistance@agilent.com.
Note: DO NOT send product support requests to this email address as they will not be processed.

Question: Is the new Support Center in a secure environment?

Answer: Yes. Our implementation team has worked carefully to ensure the Support Center is in a secure environment while still offering the benefits of being outside the Agilent firewall. We have worked with Agilent IT security experts to ensure security for the site. All data is being maintained and protected in accordance with applicable data privacy laws.

Question: What if my company does not have an active Software Maintenance Agreement (SMA)?

Answer: Customers who do not have an active SMA may register and use the Support Center to access the Knowledgebase. With the migration to the new Support Center Agilent is not accepting support requests from Non-SMA customers.

Question: Can our company have more than one person registered?

Answer: Yes. We can assign more than one customer contact or “user” to a “Support Account”. However, a single “user” is not able to be assigned to more than one “Support Account” unless he/she registers with a different email address for each “support account”.

Question: Will I be able to obtain patches and service packs through the Support Center?

Answer: Yes. SMA customers can access these using the Downloads link once logged on.

Question: What is Support Center availability?

Answer: The Support Center is staffed 24x5. The weekends are reserved for system and application maintenance – you may note brief system unavailability during this period.

Question: What types of support requests can be submitted to the Support Center?

Answer: If you are an SMA customer, in addition to logging support requests, you may submit product enhancement requests.