Intrinsic Support Policy and Information
Support Center access is reserved only for customers with active SMAs.
Customers with active SMA are able to access several features of the Support Center, such as but not limited to:
- Escalation to Advanced Technical Support
- Ticket Prioritization
- Ticket Status Tracking
- eFamiliarization Tutorials
Intrinsic support is defined as basic assistance delivered primarily through the main Agilent.com website and is typically limited to information found in product manuals, safety or application notes, tutorials and other publicly available Agilent product documentation. While intrinsic support contains some web-based service, not all Agilent web-based services are considered to be intrinsic support, including this Support Center. Self-service knowledge base articles are always accessible here. Intrinsic support is available to all users of standard products, regardless of warranty or service agreement status.
If you do not have a Software Maintenance Agreement (SMA) or it is expired, the Laboratory Informatics Intrinsic Support Policy applies.
Also, it should be noted that customers who do not have an active SMA are not entitled to any software enhancements or service releases, and entitlement to them will require a purchase order in advance of delivery.
If you would like to receive a quotation for a SMA please let us know by emailing us at firstname.lastname@example.org.
If you have purchased a SMA, please review the guidelines for obtaining support.