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5DX Automated X-Ray Inspection Extended Support Plan

The 5DX AXI Extended Support Plan (ESP) is a support agreement that offers longer support coverage for 5DX platform beyond AXI End-of-Support (EOS), until Dec-2020. We will work with you to tailor uptime assurance solutions that keep your 5DX programs running and allow you more time to plan the investment needed for transition to new or newer AXI technology. Customers who sign up for the 5DX ESP will enjoy continued support of their 5DX platforms until Dec-2020.

To ensure customers on ESP continue to have seamless support, Keysight will invest in critical 5DX service parts such as x-ray tubes, HVPS and cameras etc, to keep our uptime commitment to you. However, depending on the availability of service parts, Keysight may need to limit the number of ESPs offered. As such, we sincerely appreciate your early indication of interest in taking up the ESP offering by responding to our survey. We would like to assure you your indication of interest through this survey is not a legal-binding obligation. We will follow-up with customers who are keen to take up the ESP program.

What is an ESP?
• An ESP is designed to provide uptime assurance plans for test platforms that are no longer manufactured and have reached the End-Of-Support (EOS). During the ESP phase, Keysight will work with you to provide a comprehensive support plan to support your aged hardware to support your transition to new technology.

What is included in the 5DX ESP?
• 5DX Series 3.
• 5DX Series 5000.

How is an ESP different from post-EOS Support?
• In a normal product life-cycle, Keysight plans resources and service parts supply chain up to EOS. During the support period, it is common that several parts and components would be obsoleted and no longer be available for purchase. Keysight will perform a “life-time buy” to meet our uptime assurance up to the EOS date.
• On reaching EOS date, Keysight can only provide technical and parts support on a best effort basis. Keysight recognize “best effort” support will put big risk to our customers’ production and quality plans.
• To mitigate this risk and allow more time for Keysight 5DX customers to transition to new AXI platforms, Keysight will offer ESP for your 5DX systems.
• During the ESP period, Keysight will continue to offer uptime assurance plans for your 5DX systems to ensure continued high utilization of your 5DX asset on an agreement basis only.
• To ensure customers on ESP continue to have seamless support, Keysight will continue our investment in critical 5DX service parts such as x-ray tubes, HVPS and cameras etc, to keep our uptime commitment to you.
• However, depending on the availability of service parts, Keysight may need to limit the number of ESPs offered. As such, we sincerely appreciate your early indication of interest in taking up the ESP offering by responding to our survey. We would like to assure you your indication of interest through this survey is not a legal-binding obligation.

Why is Extended Support Plan not offered for X6000 platform?
• Keysight is not able to offer Extended Support Plan for X6000 as there are supplier issues with critical parts unique to X6000.
• The inventory of these unique X6000 parts will allow us to meet our support commitment until 31-Jun-2018.

Is there any pre-requisite condition for the 5DX ESP? Why?
• Yes, there are 2 pre-requisites to qualify for the 5DX ESP:
     • You will need to upgrade your 5DX controller/software to the Windows 7 controller/software by 31-Dec-2017.
     • You will need to be on Keysight 5DX Max/Flex support agreement between 1-Jul-2017 to 31-Jun-2018.
• To meet our uptime assurance commitment under the 5DX Extended Support Plan, Keysight technical team will be working on replacement of key parts and component that have been obsoleted and no longer available to purchase.
• Several parts will require changes in software and drivers. With the obsolescence of Microsoft Windows XP, we can no longer update all 5DX software on Microsoft Windows XP.

What is the 5DX ESP period?
• 5DX Extended Support Plan period is between 1-Jul-2018 to 31-Dec-2020.
• Between now to AXI EOS in 31-Jun-2018, Keysight will continue to provide support on both agreement and trade basis.
• Customers renewing their current 5DX support agreement may opt for multi-year agreement that extends beyond 30-Jun-2018 with the condition that they upgrade the controller to the Windows 7 controller/SW by 31-Dec-2017.
• During the 5DX Extended Support Plan period, Keysight will plan and provide support for customers on 5DX Extended Support Plan agreement.
• No trade parts services will be offered after 31-Jun-2018 as the 5DX service parts inventory will be reserved for customers on 5DX Extended Support Plan agreement.

What is the product and pricing structure for the 5DX ESP?
• Keysight will retain both current 5DX Max/Flex support product and pricing structure for the 5DX ESP.
• Keysight will continue the current price review process for current 5DX support plans and 5DX ESP and may make price adjustments as needed.

What actions can you take now to participate in the 5DX ESP?
• Take a short non-obligatory survey to indicate your interest in the 5DX ESP by 30-Apr-2017 via "survey form".
• Upgrade your 5Dx WinXP controller – find more information of our 5DX Win7 Upgrade support agreement here.
• Contact your local Keysight Support Office if you need to speak with our experts on the 5DX ESP and the 5DX Win7 Upgrade support agreement – you can find the local Keysight office contact information at www.keysight.com/find/contactus.