KeysightCare is a comprehensive support model that offers 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.
Research, published by Keysight earlier this year, showed nearly all companies that design and develop electronic products experience costly and preventable delays related to test equipment configuration, maintenance or training issues.
The survey found that 97% of respondents had experienced production delays that directly caused revenue loss to their business, and 90% of respondents said they would value access to testing expertise from outside the organisation and that their test teams would work more efficiently with faster access to technical support experts and knowledge resources.
The KeysightCare portfolio is now offering KeysightCare Technical Support, which is tailored to cover all Keysight instruments at a customer site, regardless of performance level, use model, warranty period or discontinuance status. Since November 2018, classic KeysightCare Assured has been included with the majority of 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.
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 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.”
Details of KeysightCare service levels:
- NEW: KeysightCare Technical Support – This entry level technical support offering, removes technical barriers with less than two business days committed response time by technical support and application engineers.
This level has been tailored to cover all Keysight instruments at a customer site, regardless of performance level, use model, warranty period, or discontinuance status.
- KeysightCare Assured Delivers Fast Support – This level offers committed four-business-hour technical response, repair coverage with ten-business-day repair turnaround time, and proactive firmware notifications.
- KeysightCare Enhanced Delivers Priority Support – This level offers committed two-business hour technical response, repair coverage with seven-business-day repair turnaround time, calibration coverage with five-business-day turnaround time, and proactive firmware notifications.
- KeysightCare Performance Delivers Enterprise Support – This level offers committed two-clock hour technical response, repair coverage with five-business-day turnaround time, calibration coverage with three-business-day turnaround time, proactive firmware notifications, and 24x7 emergency response
- KeysightCare Software – This level delivers subscription support and protects software investment with flexible licensing options to maintain budget control and balance project’s requirements. Software remains always current with the latest enhancements and measurement standards.
