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Agilent Technologies Offers Proactive Support Services on LC Products

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Agilent Technologies Inc. has announced that it is now offering Agilent Intelligent Services on its full line of 1200 Series liquid chromatography systems as well as on its installed base of 1100 Series LC systems and single quadrupole mass spectrometry systems.

Agilent Intelligent Services provides Internet-based, remote instrument monitoring and systems diagnostics to deliver proactive support services that help customers prevent costly instrument downtime and maximize return.

“Expanding our Intelligent Services capabilities to instruments in our installed base as well as on newly released systems represents Agilent’s commitment to delivering next-generation responsiveness and expertise to all of our customers,” said Agilent Worldwide Services Marketing Manager David Heiger.

“By combining traditional instrument maintenance and repair services with secure, real-time remote systems monitoring and diagnostics under a single service strategy, our customers can dramatically maximize system uptime and optimize laboratory productivity,” Heiger continued.

Agilent Intelligent Services features are available now on the Agilent 1200 Series Rapid Resolution liquid chromatography system. Agilent plans to further extend Intelligent Services capability within the next six months to its installed base of Agilent 6890N GC systems and Agilent 7890A GC systems.

Agilent Intelligent Services, which have been offered as a standard set of features within Agilent support agreements since March 2007, are available by ordering the following services bundles:

• Intelligent Repair, formerly known as At Your Site Repair: This includes Intelligent Services’ Push for Help and Real-time Collaboration features, which enable customers to open service requests with the click of a mouse and to establish secure, remote desktop sharing sessions with Agilent technicians for advanced diagnostics.

• Agilent’s industry service bundles, now known as the Intelligent Connections line of service bundles: These include the Push for Help and Real-time Collaboration features as well as an Intelligent Services Asset Report, providing real-time instrument configuration and utilization information that laboratories can use to track and manage Agilent assets.

Agilent Intelligent Services operates within customers’ existing security infrastructures and is fully compliant with existing firewalls, proxy servers and security policies. All communications are encrypted and use secure transport technology to protect data privacy.

Agilent’s Life Sciences and Chemical Analysis service organization has service centers in 65 countries. Agilent offers a complete portfolio of service and support products, including Instrument Maintenance and Repair Services, Software and Data System Services, Regulatory Compliance Services, and Laboratory Optimization Services.