Keysight Technologies Expands KeysightCare Program
September 09, 2020
Share this

Keysight Technologies expanded the company's KeysightCare program to provide a growing customer base with fast, reliable access to priority technical support.

KeysightCare is a scalable and comprehensive support model offering 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.

The newest offering in the KeysightCare portfolio is KeysightCare Technical Support, 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 is included with the majority of newly delivered 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 center 24x7, which contains decades of R&D expertise in thousands of 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."

KeysightCare is offered in five 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 is 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

Share this

The Latest

September 25, 2020

Michael Olson on the AI+ITOPS Podcast: "I really see AIOps as being a core requirement for observability because it ... applies intelligence to your telemetry data and your incident data ... to potentially predict problems before they happen."

September 24, 2020

Enterprise ITOM and ITSM teams have been welcoming of AIOps, believing that it has the potential to deliver great value to them as their IT environments become more distributed, hybrid and complex. Not so with DevOps teams. It's safe to say they've kept AIOps at arm's length, because they don't think it's relevant nor useful for what they do. Instead, to manage the software code they develop and deploy, they've focused on observability ...

September 23, 2020

The post-pandemic environment has resulted in a major shift on where SREs will be located, with nearly 50% of SREs believing they will be working remotely post COVID-19, as compared to only 19% prior to the pandemic, according to the 2020 SRE Survey Report from Catchpoint and the DevOps Institute ...

September 22, 2020

All application traffic travels across the network. While application performance management tools can offer insight into how critical applications are functioning, they do not provide visibility into the broader network environment. In order to optimize application performance, you need a few key capabilities. Let's explore three steps that can help NetOps teams better support the critical applications upon which your business depends ...

September 21, 2020

In Episode 8, Michael Olson, Director of Product Marketing at New Relic, joins the AI+ITOPS Podcast to discuss how AIOps provides real benefits to IT teams ...

September 18, 2020

Will Cappelli on the AI+ITOPS Podcast: "I'll predict that in 5 years time, APM as we know it will have been completely mutated into an observability plus dynamic analytics capability."

September 17, 2020
One of the benefits of doing the EMA Radar Report: AIOps- A Guide for Investing in Innovation was getting data from all 17 vendors on critical areas ranging from deployment and adoption challenges, to cost and pricing, to architectural and functionality insights across everything from heuristics, to automation, and data assimilation ...
September 16, 2020

When you consider that the average end-user interacts with at least 8 applications, then think about how important those applications are in the overall success of the business and how often the interface between the application and the hardware needs to be updated, it's a potential minefield for business operations. Any single update could explode in your face at any time ...

September 15, 2020

Despite the efforts in modernizing and building a robust infrastructure, IT teams routinely deal with the application, database, hardware, or software outages that can last from a few minutes to several days. These types of incidents can cause financial losses to businesses and damage its reputation ...

September 14, 2020

In Episode 7, Will Cappelli, Field CTO of Moogsoft and Former Gartner Research VP, joins the AI+ITOPS Podcast to discuss the future of APM, AIOps and Observability ...