IT SupportNow Quick Reference Guide
IT SupportNow
SupportNow Phone Numbers
http://SupportNow.it.agilent.com
Telnet Number: 827-8000 (worldwide)
Agilent IT SupportNow is part of the overall IT Support chain.
SupportNow is the First-Point-of-Contact (FPOC) to Agilent IT support
for all Agilent users worldwide.
SupportNow Portal
https://SupportNowPortal.it.agilent.com
The IT SupportNow Portal is a tool that provides you with IT Self-Help
capabilities, 24 hrs by 7 days, without having to call SupportNow.
Employees who work outside an Agilent office should continue to use
existing SupportNow toll-free numbers listed below.
Asia Pacific
Additional Information When Calling SupportNow:
Country
Australia
China (Northern)
China (Southern)
Hong Kong
India
Toll-Free Number
1800204779
108007141805
108001401837
800963998
0008001008482
00531161293
Alternate Number
+65 3158 3094
+86 21 2893 2100
+86 21 2893 2101
+65 3158 3094
+65 3158 3094
+03-5232-9967 (mobile
phone/local number)
Region
Contact
Information
Asia Pacific
Europe
Americas
SupportNow Support Information
http://SupportNow.it.agilent.com/
Language
Support
English
Mandarin
Japanese
Operating
Hours
English Support:
24 hrs by 7 days
Mandarin Support:
Monday to Friday
8:30am 5:30pm
(Singapore Local Time)
Japanese Support:
Monday Friday
9:00am 6:00pm
(Japan Local Time)
English
Vietnam
1800816422
0800750003
8001012812
00798142064573
00801127408
0018001562064573
Telnet 827-8000
+65 3158 3094
+84 4 62829140 (Hanoi)
+84 8 62883949 (Ho Chi
0200910154
0800820044
08007562781
+44 2034639350
If you are not able to call through using Toll-Free number, please use
the respective Alternate Number (DID)
Asia Pacific:
China (Northern and Southern): China mobile users will not
be able to dial respective China toll-free using your mobile phone.
Please use DID Alternate Number.
China (Northern): Northern region includes provinces of Shandong,
Henan, Liaoning, Heilongjiang, Jilin, HeBei, and Shanxi. The major
cities are Beijing and Tianjin.
China (Southern): Southern region includes provinces of JiangShu,
Zhejiang, FuJian, GuangDong, GuangXi, GuiZhou, Hunan, Hubei,
AnHui, SiChuan, Tibet, Xinjiang, ChongQing and Shanghai. The major
cities of Southern region are Shanghai, Guangzhou, Shenzhen and
Hangzhou.
Japan: Japan mobile users and home IP Phone users cannot use
toll-free number. Please use DID Phone Number 03-5232-9967.
Europe:
Please dial 500-2020 when calling from an Agilent site in Europe
Spain: Spain mobile users will not be able to dial Spain TollFree using your mobile phone. Please use DID Alternate Number.
Minh)
IT Support Escalation Process
Country
USA
Canada
Mexico
Brazil / Argentina
Toll-Free Number
18557940398
18554134943
018002882525
08000203402
Alternate Number
Toll-Free Number
0800291171
080078604
80250942
0800915681
0800916304
08001830877
1800948659
1809454573
800789338
08000224917
008001124449
88001009499
900866207
Alternate Number
For ticket escalations, please contact the SupportNow directly and ask
an agent to escalate your call (step 2).
+1 7186977055
Europe
24 hrs x 7 days
24 hrs x 7 days
SupportNow Chat
Connect with SupportNow Live Chat 24 hours by 7 days, without
having to call SupportNow at http://supportnow.it.agilent.com and
click on the CHAT icon.
-1-
Malaysia
New Zealand
Singapore
South Korea
Taiwan
Thailand
Americas
English
phone / local number)
Sweden
Switzerland
United Kingdom
Japan
SupportNow Phone Support Info
+34 933445204 (mobile
Country
Austria
Belgium
Denmark
Finland
France
Germany
Ireland
Israel
Italy
Netherlands
Poland
Russia
Spain
-2-
+44 2034639350
+44 2034639350
-3-
IT SupportNow Quick Reference Guide
IT Ticket Priorities
Default ticket priority:
Please note- All Enterprise and Business Critical issues
are required to be placed through a phone call to
SupportNow to insure immediate attention.
Impact = 4 Single User
Urgency = 3 Average
Priority= 3- Average
IT ticket priorities are divided into four categories, priority 1 to
priority 4. The ticket priority is set by a formula using the
urgency and impact of the issue on Agilent business. Urgency
+ Impact= ticket Priority. These are described below.
IT SupportNow
Impact
Ticket Priority
Impact and Urgency information:
Impact is defined as the effect the reported problem is having
on Agilent business and revenue.
Quick Reference Guide
Urgency
Impact
123 Multiple 4 - Single
Enterprise Site/Dept Users
User
1 - Critical 1 - Critical 1 - Critical 2 - High
2 - High
2 - High
3Average
1 - Critical 2 - High
3 - Average
4 - Low
2 - High
2 - High
2 - High
3Average
2 - High
3Average
3Average
3 - Average
4 - Low
Code
Description
1 Enterprise
The issue being reported is a major incident
having a negative effect on Agilent or a large
site and is impacting company revenue.
2 Site/Dept
Reported issue is disrupting operations for a
department or site. This includes major
functions of the system are unavailable,
unstable or performance is degraded.
The ticket priority determines the response time to receive a
call back. In specific ticket types, the resolution time can be
provided..
The method you use to contact the SupportNow desk has no
effect on the response times.
3 Multiple Users
The reported issue is impacting multiple people
or a group.
For more specific information on what response times you should
expect for your call, you can ask your SupportNow agent or get
detailed response and resolution times (as applicable) can be found at
4 Single Users
Incidents impacting a single person.
Urgency is the effect the issue is having on the affected
business, individual or group impaired or totally unable to
work. How serious is the problem?
Urgency
Code
Description
1
Critical
Highest urgency as this is major business / productivity
loss. Must be corrected immediately. For CS incidents:
Del Level = Premium" in STAR..
2 High
The incident is to be resolved immediately to avoid loss of
functionality which may lead to business loss.
3
Average
Standard Urgency for all Support Incidents . Resolution of
incident to be completed within the SLA.
4 Low
Most Service Requests and select Support Incidents.
Your Success Our Mission
Priority Response Time- General
Guidelines
http://supportnow.it.agilent.comXXXX(link to be added)
This guide is intended to be a quick one stop reference
document for SupportNow. It is not meant to be all
encompassing. This guide contains basic SupportNow
contact numbers, hours, and basic information on
placing SupportNow calls and gives the basics on how
we prioritize trouble calls.
If you have questions, please call SupportNow or go to
http://SupportNow.it.agilent.com/
The general response times guidelines are:
Priority
Critical (Pri 1)
Response Time
15 minutes
High (Pri 2)
1 hour
Average (Pri 3)
4 hours
Low (Priority 4)
8 hours
Definition
Agilent or business wide major issue
Workaround exists, but users
productivity is seriously affected.
Major impact to workflow.
Default or Standard call priority.
Some impact to users productivity.
Workaround exists.
Typically scheduled service requests
No immediate impact to user
IT | Information Technology
Version 2.4 December, 2013
-4-
-5-
