At your service: Keysight unveils T&M support scheme

Posted By : Mick Elliott

KeysightCare is a service model launched by Keysight Technologies that offers design and test engineers dedicated, proactive support for instruments, software, and solutions. Not maintaining equipment can lead to costly errors that delay product development and put a customer’s potential market advantages at risk.

Addressing these issues starts with keeping equipment up-to-date with the latest software and current calibration. The new service offers access to a range of resources such as technical experts, training materials, productivity tools, knowledge centres, and success managers, to speed customer innovation, and accelerate product time-to-market.

There is a choice of service-level agreements that help prioritise support and deliver rapid response times via a dedicated portal that tracks support cases and offers access to relevant expert information.

Keysight says that the service will offer improved predictability of projects with scheduled calibration of test equipment and certified precision to support the intense demands of the latest industry applications and standards and insight into potential issues before they happen, with proactive notifications of the latest software and firmware updates, and access to online resources such as the Keysight Knowledge Centre and productivity tools

Productivity of engineering teams can be enhanced with dedicated access to experts who possess deep knowledge and understanding of current and changing technologies, as well as industry standards.

“Our customers need to meet a faster technology development cycle. They cannot be late due to delays caused by lack of software and hardware updates, test equipment failure, test methodology questions, or equipment calibration requirements,” stated John Page, president of Keysight Global Services. “KeysightCare offers enhanced service levels that will enable engineers to deliver better, faster results, consistently.”

KeysightCare is offered in three service levels: Assured, Enhanced and Performance.

The KeysightCare Assured service level offers committed response time to get customers the technical answers they need, faster.  A customer portal delivers access to a cloud-based knowledge base containing the latest information developed through decades of R&D and test experience, plus online support to manage service requests, and access to expert advice related to test and measurement challenges.

KeysightCare Assured will be enabled on select products shipping after December 3, 2018.

The KeysightCare Enhanced service level enables customers to avoid costly errors and delays with ongoing calibration, personalised support, and faster response times with a customer service manager focused on quickly identifying the procedure, test expert, or equipment updates needed to address a specific challenge.

The KeysightCare Performance service level is ideal for customers focused on being first to market or who have a mission-critical project. It offers all the benefits of the previous tiers, plus emergency access to support outside normal business hours, and on-site services designed to keep customers efficiently operating from design to manufacturing.

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