Elucidator System Customer Support Terms

Rosetta Biosoftware Customer Services Group provides prompt and complete access to the knowledge and expertise needed to troubleshoot issues pertaining to the Rosetta Elucidator® system. Customer Technical Support includes telephone, e-mail, and Web support to provide answers to questions as quickly as possible, in accordance with the specifications below and the Customer Technical Support Parameters.

Available Types of Customer Technical Support

Customer Technical Support is designed to meet the fundamental maintenance requirements of Elucidator system customers. The following is a summary list of Customer Technical Support features:

• Hours available in North America: 6:00 AM to 6:00 PM Pacific Time, Monday through Friday, excluding holidays*
• Hours available in Europe: 9:00 AM to 6:00 PM Central European Time, Monday through Friday, excluding holidays.
• Hours available in the Asia-Pacific Region: 9:00 AM to 6:00 PM Japan Time, Monday through Friday, excluding holidays
• Support via e-mail
• Telephone support for initial system installation
• Access to user information on Support Web site

Customers will also receive Elucidator system software updates, patches, and upgrades if and when are such made generally available to customers as Software Upgrades under the Rosetta Elucidator License Agreement.

See Customer Technical Support Parameters for more information on technical support parameters.

Customer Technical Support for Rosetta Elucidator System Configurations

An account management model is used to support proactively Customers who purchase the Elucidator system. Each Customer is assigned a Technical Account Manager (TAM) who is responsible for supporting the productive use of the Elucidator system. The TAM provides the assigned Customer with a primary point of contact who is aware of the unique needs of the Customer account. Customers also receive telephone support and committed response times as published on the Customer Technical Support Parameters page.

Additional Technical Support Options

For more information about our Technical Support services, please contact us by e-mail at support@rosettabio.com or by telephone in the United States at 1.800.737.6583. International customers, for telephone support, please call +1.206.926.1300 during the hours listed below.

* Holidays are as follows:

2010 Rosetta Biosoftware Holiday Schedule

Return to the Elucidator System Configurations page.