This document describes Agilent's software support and services for gold-level customers
The document outlines the terms and conditions for Agilent's Gold-level Software Service Contract or Software Maintenance Agreement (SMA). It details the responsibilities of both Agilent and the customer, as well as the definitions of various support levels including Intrinsic Support, Remote Support, and On-Site support.
Key sections define specific terminology used throughout the specification, such as 'Maintenance', 'Interoperability Certification', and 'Support Request Classification'. The text further categorizes defects into five priorities (Critical through Problem notification) and explains the availability types for patches and service releases.
It means basic operational assistance delivered primarily through Agilent's website, limited to information found in product manuals and other publicly available documentation.
Intrinsic Support means basic operational assistance delivered primarily through Agilent's website and is limited to information found in product manuals, safety/application notes, tutorials and other publicly available Agilent product documentation.
Remote support means support provided by Agilent to customer by phone, fax, email or other types of remote technology to answer questions and assist the customer in use of the Agilent Product.
On-Site support means support provided by Agilent on the customer's site to gain access to the customer system in order to diagnose, investigate or fix a problem.