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It Supportnow Supportnow Phone Numbers: It Support Quick Reference Guide

The document provides a quick reference guide for IT SupportNow. It includes SupportNow contact information like phone numbers and portal website. It also describes how IT ticket priorities are determined based on the urgency and impact of an issue. Priority 1 tickets have the fastest response time of 15 minutes for critical issues affecting business wide operations. The guide aims to help users understand how to get support from IT SupportNow.

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327 views

It Supportnow Supportnow Phone Numbers: It Support Quick Reference Guide

The document provides a quick reference guide for IT SupportNow. It includes SupportNow contact information like phone numbers and portal website. It also describes how IT ticket priorities are determined based on the urgency and impact of an issue. Priority 1 tickets have the fastest response time of 15 minutes for critical issues affecting business wide operations. The guide aims to help users understand how to get support from IT SupportNow.

Uploaded by

Anonymous u8bpZ58
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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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.

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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

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+44 2034639350

+44 2034639350
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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


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