Resolver System Customer Support Terms

Rosetta Biosoftware Customer Support services is dedicated to providing the highest caliber of customer care. We offer technical support services tailored to meet your needs, including technical account managers, telephone support and online resources.

Rosetta Biosoftware provides two types of customer support services:

Standard Support

Standard Support is designed to meet the fundamental maintenance requirements of customers of Standard Edition products. The following is a summary list of Standard 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 online support information

Customers who are entitled to Standard Support will also receive system software updates, patches, and upgrades as Software Upgrades specified in each product License Agreement.

Extended / Premium Edition System Configurations

In addition to the use of Standard Support features, each Extended or Premium Customer is assigned a Technical Account Manager (TAM) who is responsible for supporting the productive use of the Resolver system. The TAM provides the assigned Customer with a primary point of contact who is aware of the unique needs of the Customer account. Extended and Premium Edition customers also receive telephone support and committed response times.

Additional Technical Support Options

Rosetta Biosoftware Professional Services provides additional technical support options for Extended and Premium Edition Resolver system customers. To learn more, contact our Professional Services group.

For more information about our Customer 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 above.

* Holidays for 2007-2008 are as follows:

2007-2008 Rosetta Biosoftware Holiday Schedule

Return to the Resolver System Configurations page.