CrossLab On Demand Services
Expert service when you need it
- Safeguard lab performance with Agilent CrossLab On Demand Services for a solution that is reliable and service plan free. For labs managing their own instrument maintenance, Agilent's genuine repair parts and supplies keep your operations compliant and running smoothly. Empower your in-house team with certified professionals and authentic Agilent parts to protect instrument uptime and ensure peak performance. Request expert support online or by phone to experience fast, seamless service.
- Quick support, zero commitment: No service contract required to have access to fast, expert support with both standard & priority response options
- Unmatched expertise: Every On Demand service is delivered by expert engineers trained on the latest technology—no one knows our instruments better
- Genuine Agilent parts and supplies: Precision starts with genuine Agilent parts to ensure reliable results today and protection of your investment tomorrow
- Start smart with remote diagnosis: Predict parts with remote diagnosis, boosting first-time fix rates for faster on-site repairs
- Optional priority response: Need faster support? Upgrade to priority response to reduce downtime and keep your lab running smoothly
- Preventive maintenance: Maintain peak performance and protect uptime with Agilent Preventive Maintenance
CrossLab On Demand Services
Expert service when you need it
Features
How it works
Receive a quick diagnosis and expert repair support
Getting your instrument repaired is simple, fast, and transparent
Here’s what happens when you contact Agilent On Demand Repair:
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Talk to a real expert right away.
You’ll speak with an Agilent Repair Support Specialist who listens to your issue and helps determine whether onsite service is needed.
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We diagnose remotely to save you time.
Our team begins a quick remote assessment to understand the problem, predict which parts may be required, and ensure the right engineer and materials are prepared.
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You get a fast, clear quote—no surprises.
We send you a budgetary quote based on the expected repair. You’ll only pay for the actual parts and supplies used, and nothing more.
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After you approve the quote, we’ll send the service agreement, and a scheduler will reach out to coordinate next steps.
Precise repairs with no surprises
Our goal is simple: fix it right the first time.
- Your Agilent‑certified engineer arrives prepared with the right expertise and predicted parts based on your remote diagnosis. With an 80% first-time fix rate, we get you back up and running quickly.
- You’re only billed for the actual parts, supplies, and labor used for your repair. And if the issue persists following our visit, you're covered with our 30‑day return policy for added peace of mind.
Real customer stories of efficiency, uptime, and ROI
"The repair went very smoothly. After the instrument malfunctioned, we first communicated with the engineer, essentially confirming the cause, and then submitted a plan for an on-site repair. We initially expected the instrument to be operational within five days, but to our surprise, we received the required parts the very next day...
We also express our sincere admiration for the engineer's professionalism and our special thanks to Agilent for their efficient service."
~ Agilent On Demand Customer
Documents & support: learn, troubleshoot & train
Explore educational videos, training modules, product support, and interactive tools—all in one place
Schedule Instrument Repairs Faster with Online Quotes
Now you can review, approve, and pay for Agilent CrossLab On Demand Service requests through your online account in one quick, easy, convenient transaction.
Flyer
5-Year Study Substantiates Value of Agilent Preventive Maintenance
A five‑year, third‑party study analyzing 38,000+ service calls shows how Agilent preventive maintenance reduces repairs, lowers costs, and increases instrument uptime.
White Paper
CrossLab Preventive Maintenance Services
Put Agilent's 50+ years of experience to work in your lab.
Brochure
Frequently asked questions
Who should I contact if I have more questions?
By selecting your country or region, you can contact us to speak with an Agilent representative over the phone or online.
Where can I view the terms and conditions of my service order?
By placing your order, you agree to the Agilent Terms and Conditions.
What is the scheduling time for an onsite repair?
On Demand repairs are delivered with Standard response time. At an additional cost, you may opt for Priority Response time.
What is included in the budgetary quote price? Does this reflect the final cost?
Budgetary quotes include a best effort assessment of the cost of travel, labor, and parts needed to repair the instrument. Budgetary quotes do not represent the final price.
What happens after I accept the quote?
After the quote is accepted via a PO or signed quotation, an Agilent scheduler will reach out shortly, typically within 24 hours, to schedule your onsite visit.
I received a budgetary quote, but I did not request service.
Budgetary quotes are typically sent following a call with the Agilent Call Center. If you have no record of requesting service, please contact us.
Does Agilent offer discounts for On Demand repair and maintenance service?
We do not offer discounting on standard On Demand service. However, benefits of other offers such as Remote Plus Contracts and Flexible Spend Plan (FSP) include discounting for On Demand.
Ask your Agilent service representative for more details on these offerings.
If the issue cannot be fixed in one visit, how is the labor charge calculated?
If an instrument is repaired and fails again for the same issue within 90 days, an Agilent-certified professional will return to your site to repair the instrument for free as part of our service guarantee.
Is there a warranty on parts replaced during my service?
Parts and exchange assemblies receive a 90-day warranty from date of delivery, except where prohibited by local law. For example, some EU countries, like Germany, require a 12-month warranty.
What happens if my repair actual cost exceeds the amount in my budgetary quote?
You have three options:
1. Agilent can complete the repair with your approval. You will only be charged for labor and parts, no additional TRAIL fees will be applied, even if the repair takes multiple days. Agilent will either complete the work immediately or schedule a return visit as needed.
2. You can request Agilent to leave at no additional charge.
3. If you request that Agilent leave and later decide to complete the repair, you'll be charged for additional labor, travel, and parts.
Where can I view more details about On Demand service pricing and what is included in my service?
View our On Demand service exhibit for more details.
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Performance-first service with sustainability in mind
Remote-enabled support that reduces trips, speeds fixes, and lowers environmental impact
- Agilent delivers high-performance services with sustainability in mind by reducing travel and leveraging remote support when possible
- Secure video, chat, and image annotation tools enable fast, accurate issue resolution with Agilent Virtual Tech Support
- Remote diagnostics help engineers arrive with the right parts, increasing first-time fix rates and reducing repeat visits
- Digital dashboards offer real-time lab insights to drive efficiency and informed decisions through CrossLab Connect
- Our online community connects lab professionals for quick troubleshooting and shared expertise
The result: Fewer service trips, a lower carbon footprint, faster resolutions, and improved total cost of ownership.
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Need help? Contact our support team
Get support from our technical experts driving lab performance and reliability
World-class team of experts dedicated to you. Hand selected from across the globe, each bringing a wealth of experience and expertise to help you solve your issue quickly and efficiently.
Virtual tech support
Live technical help directly from experts using phone, the Virtual Assist app, or video conferencing. Video collaboration—including base-based tools—helps you troubleshoot and diagnose issues sooner, while increasing the likelihood of a remote resolution.
Consumables for repair
Typical consumables that may be included at no charge if they are needed to execute a repair under a covered plan.
Service advisor tool
Shows the most popular plans available for your specific instrument and region with resources to learn more.
Submit a request for service
Initiating a new request for service on your Agilent Technologies instrument is a simple process that takes only a few minutes.