KeysightCare and software support covers how Keysight sells and governs updates and technical support for its software. The EULA does not itself entitle the licensee to upgrades, updates, extensions or technical support; they may be included with a licence or bought separately, under the EULA or a separate agreement.[5] Keysight documents two routes: a software support subscription that comes with the licence, and the KeysightCare family of paid support offerings whose terms are set out in one document.
Support subscription that comes with a licence
Keysight’s BenchVue and instrument help describe a “software support subscription”: each software licence includes free software updates and support for the specific application for the duration of the support subscription.[2] A perpetual licence includes updates and support for the first year, after which support can be renewed annually for a fee; a subscription-based licence includes them through the licence term.[2] The time-bound aspects of both start when the licence is added to the Keysight Software Manager (KSM) profile.[3]
Support status is visible in the product. On instruments, a “My Software Support” dialog shows the support expiration date and the licence type, and a “My Support ID” dialog shows the support IDs used to register for updates, services and technical support; the support ID is typically the same as the host ID used to serve licences.[2] Some licensed features are “gated”: the licences must be active to use them.[2] For the 89600 VSA software, an order that includes the 89601B-20x item also activates an Update Service subscription on the Keysight Software Manager website.[7]
KeysightCare and related offerings
The Support Terms and Conditions (document L100-20G, Revision Date 1 June 2026, Ver. No. 7, superseding L100-20F) govern KeysightCare branded support services, Basic, Essential and Enterprise support services, and Silver, Gold and Platinum support services (the “Offerings”), as identified in the Keysight quotation and order acknowledgment.[1] The terms define “Services” as repair, calibration, firmware and core software updates, technical support and application software support, and define:
- “Firmware” and “Core Software” as the operating software installed on hardware for its standard operation, excluding Application Software;
- “Application Software” as the platforms, applications, programming environments, utilities and embedded or standalone software purchased for an additional fee, excluding non-Keysight software; and
- “Term” as the number of months or years of service in the quote.[1]
What software support delivers
For Application Software covered by KeysightCare or the sister offerings, Keysight makes available the Application Software Updates it releases during the Term: modifications, patches, security fixes, bug fixes, enhancements and features that add functionality or performance to the current release. Some new features and enhancements may require additional product licences at extra cost, and updates are provided under the applicable software end-user licence agreement for that Application Software.[1] Update notifications go to users registered to receive them and holding a valid contract for the application, and updates are provided for the asset as configured when sold.[1]
For firmware and core software, bug fixes (patches, corrections and security fixes) are available to all customers at no additional cost, while core software updates that add functionality are available during the Term to customers who purchased a core software subscription.[1]
Technical support is provided for the Term only, remotely and during business hours unless the service level says otherwise, and only to a customer registered with Keysight as the original owner or licensee of the product. First-response times follow the service level and are measured in business hours from entitlement validation; if both software on hardware and the hardware are under support, the best service level prevails.[1] Some offerings include onsite support by a local application engineer, 24x7 support in English only, and, for the Enterprise tier, a support advocate meeting up to once per calendar quarter that cannot be accrued or rolled over.[1]
Limits
Keysight excludes from service repairs caused by non-Keysight media or consumables, and Application Software installed on servers that do not meet its minimum required specification; where service is required for these causes it is charged at standard service rates.[1] Stand-alone third-party software is provided “as is” and with no warranty by Keysight, although Keysight will use commercially reasonable efforts to remedy defects in covered Keysight software that arise from third-party software it has designated as compatible.[1] A customer must supply information such as the software version number and host ID when requesting service.[1]
Term, renewal and termination
Coverage begins when Keysight ships the hardware or makes the software and accompanying licence available through media or the Keysight web portal to access, download, install and activate, unless a statement of work says otherwise. Services end on completion of the term purchased.[1] Because the support clock can therefore start before the licence is added to a KSM profile, the support end date and the licence term should be recorded separately.
Renewal rules are the main commercial exposure:
- Continuity. Renewal terms must be continuous with no gaps; reinstatement after a gap is subject to Keysight’s approval and, if granted, may carry an additional reinstatement charge.[1]
- Pricing. Renewal fees and renewal term lengths are determined by Keysight from time to time in its sole discretion.[1]
- Bundling. Certain services can be renewed only together with other services, and the support renewals team explains the dependencies.[1]
- Refusal and change. Keysight may at any time, in its sole discretion, cease offering renewals, refuse to renew, or condition renewal on additional or different terms.[1]
- End of life. After the published Extended Service Period or End of Life, Keysight may refuse to correct defects in core or application software and provides technical support on a reasonable-efforts basis.[1]
- Cancellation. Cancellation requires Keysight’s prior written consent and Keysight is under no obligation to refund.[1]
- Transfer. Services may not be assigned or transferred except with Keysight’s prior written consent, and only the customer authorized to use the hardware or software may receive the services.[1] The EULA likewise allows support entitlement to move with a transfer only with consent and fees.[5]
For comparison across vendors see Software maintenance and support and Support reinstatement fees; the Keysight terms do not publish a reinstatement formula, leaving the charge to Keysight.[1]
KeysightAccess subscription programme
KeysightAccess is described as a lease-based subscription that provides instruments, software and support services from Keysight without a large upfront purchase, with monthly payments over terms of 12, 24 or 36 months. End-of-term options are term renewal, return, purchase or upgrade of equipment, and the subscription includes KeysightCare support services with committed technical support, repair and calibration.[4] The flyer does not state licence terms; the licence terms for software delivered under it are those of the EULA and the order.[5]
Trial and evaluation entitlements
Free trial licences for BenchVue are node-locked and subscription-based.[6] The EULA gives no support entitlement for an evaluation licence, or for any other licence, by itself.[5]
Practical points
- Track three dates per software licence: the licence term end, the support end and the renewal notice date.[3]
- Renew support continuously; a lapse exposes the customer to Keysight’s approval and a reinstatement charge.[1]
- Do not assume that a support-covered update enables new features; additional licences may be needed.[1]
- Check that the registered owner on Keysight’s records matches the current legal entity before an incident, since support is provided to the registered original owner or licensee.[1]
Out of scope
This article does not cover the KeysightCare service descriptions and service-level tables (published separately, not reviewed), hardware repair and calibration, or price lists. The Keysight knowledge-centre article on renewing KeysightCare coverage returned a bot challenge to a generic client and was not used.