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Online Service Renewals FAQ

Q: Who do I contact when I have questions regarding my online renewal?
A: You may contact your Agilent Sales Representative using the contact information on your quote. You can also use the “send a message” feature found on your quote page.

Q: My phone number/contact information is listed incorrectly. How do I request updates to this information?
A: You can submit a request to change contract information using the “send a message” feature found on your quote page and specifying which information needs to be updated.

Q: If I submit a question through the “send a message” feature, how long will it take to get response back?
A: Your sales representative will respond within one business day.

Q. Why can’t I see my order active?
A. After placing your order online, your service contract renewal will show in progress. Once contract activation is complete, you will receive a confirmation email with the new service contract number. Your new contract will also be visible in your account.

Q. How and when will I be invoiced?
A. You will be invoiced according to the billing frequency and payment terms displayed on the order submission page.

Q. How do I open a service call?
A: Once your plan is in effect, call toll-free 1-800-227-9770, select option 3, provide your system serial number and contract number to initiate a service call.

Q.  What should I do if I need to make a change after I complete the online renewal process for a new contract?  
A. Please email your request to your sales rep or

Q. How can I cancel my renewal?
A. Please email your request to your sales rep or

Q: Can I complete my service order through the online chat?
A: No, for your security do not send your financial information through the online chat. Please complete your service renewal with your payment information through the online Service Contracts web interface. 

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