This document introduces Agilent Software and Informatics Premium Software Maintenance Agreements At-a-Glance, including software upgrades, updates, patches, service releases, proactive support, quarterly tel-well, semi-annual operations review, annual onsite health check, annual report, technical support website, custom web portal, online training modules, technical service notes, status bulletins and product specifications, user manuals, product knowledge base, support ticket reports, remote support, email, phone support and so on.
The document details the specific benefits provided under Agilent Premium Software Maintenance Agreements. These include maintenance, software upgrades, updates, patches, service releases, and proactive support services such as quarterly Tel-Well sessions and annual onsite health checks.
Support is available through various channels including the Technical Support website, email, phone, and remote assistance. The agreement covers four priority levels (Priority 1 through Priority 4) with specific response times for each.
The agreement includes an annual onsite health check with a duration of up to five days.
Support is categorized into four distinct priority levels: Priority 1, Priority 2, Priority 3, and Priority 4.