GSCA Directory of Services
How to Use and Contact GSCA
This site lists the core support tools and processes
designed to support Field Support Personnel.
• Field Portal (self-serve)
• Internal Knowledge Base (self-serve)
• Global Service Channel Assist Direct Support
When to choose self-serve vs.
requesting GSCA Direct Support
The self-service tools are designed to give fast and
efficient support:
• Very large quantity of existing information &
knowledge
• Excellent full-text search functions
• Easily accessible from the internet
• Access using standard Agilent logon credentials
The GSCA should be used if:
• Self-service tools cannot provide a solution
• Discussion about issue and recommendations
is required
• Issue is likely to require an escalation
Provide feedback
Technical Support Options
Prior to contacting Channel Assist, please search
these self-serve options for a faster answer to your
question.
Self Service Usage
Help Links
Manuals
Part Numbers
Field Portal Service Notes
SPIFM Documents
Troubleshooting Tools
Troubleshooting information, tips &
IKB Agilent techniques, created by Agilent
Internal engineers based on real issues,
Knowledge reviewed by experts from Channel
Base Assist (GSCA), Call Centers (GSCC)
and Solution Unit Product Support
Teams
SPARK Un-curated support content
If you are unable to find an answer in the self-serve
options above, please contact Channel Assist as
described below
Channel Assist Direct Support
Web based
mService Push4Help
24 h response Email based
Consumables AFO
Consumables other regions
30 min response Emergency Phone Support
Support level
List of managers
complaints
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File Sharing with
Channel Assist
The GSCA Support Center has an upload limit of
20 MB per attachment. In case you need to share
larger files with the channel assist teams, refer to
our instructions for Sharing Large Files.
Web Based Support Center
Available Mon – Fri, response within 24 hours
Accessible via Internet or Agilent Intranet (VPN)
Product Online Submission Options
GC
microGC
GCMS
LCMS
LC
ICPMS
OES
AA & MP
UV Global Service
FTIR Channel Assist
Raman mService: Push4Help
Automation
Dissolution
ACE Compliance
ACE Licensing
Multivendor
Enterprise SW
NMR
MRI
Magnets
Product Support Link
Informatics Agilent Software Service
Desk
Microfluidics No Web based access for
Scanner these products
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Email Support Options
Available Mon – Fri, response within 24 hours
Product Support Email Address
GC [email protected]
microGC [email protected]
GCMS [email protected]
LCMS [email protected]
LC [email protected]
ICPMS [email protected]
OES [email protected]
AA & MP [email protected]
UV [email protected]
Product Support Email Address
FTIR [email protected]
Automation [email protected]
Dissolution [email protected]
Automated
Electro-
[email protected]
phoresis
(PLuF, PLAT)
Genomics
Systems [email protected]
(PLGS)
ACE fsg-compliance-
Compliance [email protected]
ACE
[email protected]
Licensing
Multivendor [email protected]
Enterprise [email protected]
SW
NMR Support only through
MRI Web based
Magnets GSCA Support Center
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Consumables Support
in the Americas
Available Mon – Fri, response within 24 hours
Consumables Support Email Address
GC columns [email protected]
LC columns [email protected]
Sample
[email protected]
Preparation
Spectro spectro-supplies-
Supplies [email protected]
Chemical chem-standards-
Standards [email protected]
Glycans and
Bio-Analytical [email protected]
Proteins
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Consumables Support
in Other Regions
Available Mon – Fri, response within 24 hours
Country Contact Details
EMEA-I
Singapore
Malaysia Web
Australia Support Support Center
Korea
Philippines
Japan Phone 0120-477-111
Email
[email protected] Phone 800-820-3278
and transfer to line 4
China Email csd_china@
non.agilent.com
WeChat Support Options
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Priority Onsite
Assistance
Before calling GSCA please ensure you have:
• Complete system information
and troubleshooting history
• Correctly categorized the issue
• If applicable, include:
o system info & versions / errors / logs
/ failure modes
o Searched and used available
troubleshooting information
o Used a mentor (if applicable)
o When leaving a message for callback,
state your name and phone# clearly
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Quick links to regions/countries
Americas EMEA
India China
SAPK Japan
Priority Phone Support
Americas
Telnet Access: 1-633-7480
Phone Access: +1-302-633-7480
System Hours of Operation
GSCA Support Center
Online submission
mService: Push4Help
GC
GCMS Monday - Friday
LCMS 8 am – 8 pm EST
LC
AA & MP
OES
Monday - Friday
ICPMS
9 am – 5 pm EST
FTIR
UV
Agilent Software
Online submission
Service Desk
Monday - Friday
Informatics
8 am – 8 pm EST
back
Priority Phone Support
EMEA
Telnet Access: 1-710-3310
Phone Access: +49-7243-608-310
System Hours of Operation
Online submission GSCA Support Center
options mService: Push4Help
GC Monday – Thursday
GCMS 08:30 – 17:30 CET
LCMS Friday
LC 08:30 – 17:00 CET
Agilent Software
Online submission
Service Desk
Monday – Friday
Informatics
09:00 – 17:00 CET
back
Priority Phone Support
India
System Hours of Operation
Online GSCA Support Center
submission mService: Push4Help
options
LC Monday – Friday
GC 09:00 – 17:00 India Time
GCMS
Online Agilent Software
submission Service Desk
Monday – Friday
Informatics 09:00 – 17:00 India Time
back
Priority Phone Support
China
System Hours of Operation
Online
GSCA Support Center
submission
mService: Push4Help
options
GC
GCMS Monday – Friday
LCMS 09:00 – 16:30 China Time
LC
Online Agilent Software
submission Service Desk
Monday – Friday
Informatics
08:30 – 17:00 China Time
back
Priority Phone Support
SAPK
System Hours of Operation
Online
GSCA Support Center
submission
mService: Push4Help
options
GC
GCMS Monday – Friday
LCMS 09:00 – 17:00 China Time
LC
back
Priority Phone Support
Japan
System Hours of Operation
Online
GSCA Support Center
submission
mService: Push4Help
options
GC
GCMS Monday – Friday
LCMS 09:00 – 17:30 JST
LC
Online Agilent Software
submission Service Desk
Monday – Friday
Informatics
08:00 – 17:00 JST
back
Feedback &
Escalation Path
System Manager
GC & GCMS valentino_maniscalchi
microGC @agilent.com
LCMS
[email protected]
Automation
ICP-MS
OES
AA [email protected]
UV
FTIR
ACE
Multivendor
Enterprise SW [email protected]
NMR & MRI
Magnets
Informatics [email protected]
Automated
Electrophoresis [email protected]
(PLuF, LAT)
Genomics Systems
[email protected]
(PLGS)
Consumables [email protected]
Sharing Large Files
To share files that are of total size >20MB we
recommend that you use Agilent's secure OneDrive
for Business cloud solution.
This solution has the following features and benefits
• Available for all Agilent employees
• Fully licenses solution
• 100% secure, only Agilent can access the data
• Easily accessed using Agilent logon credentials
If you want to share large files with Global Service
Channel Assist:
• Create a unique share folder on your OneDrive
• Make the OneDrive folder accessible to the
GSCA engineer who is handling your request
• Add the link to the OneDrive share to your
support ticket/request
Do Not
• Share the folder with the generic mailbox e.g.
fsg-lc, we will not be able to access the share.
• Use third party or unlicensed cloud solutions
For more details about Agilent's OneDrive for
Business solution and comprehensive usage guides
and training, please refer to the IT pages on SPARK.
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