Syllego System Customer Support Terms

Rosetta Biosoftware Customer Support Services provides prompt and complete access to the knowledge and expertise needed to troubleshoot issues pertaining to the Rosetta Syllego™ 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

Rosetta Biosoftware provides two types of Technical Support services for Syllego system Customers:

System Set-up and Installation Support

With the purchase of the software, every new Customer is entitled to 30-days of System Set-up and Installation Support, set to run from the date of a Customer's receipt of the Syllego Software license key.

Support Case Package Names

• 5 Case Pack
• 10 Case Pack
• 20 Case Pack
• Enterprise support

A Support Case may be opened for:

• A question on product features and functions
• Installation issues (after the 30-day System Set-up and Installation Support period)
• Creation and modification of custom formats for analysis programs or file templates

Reports of repeatable, demonstrable product defects or single requests for additional functionality will not be counted as a chargeable Support Case unless the Customer requests follow-up or tracking of the issue.

Customers who choose the Enterprise support case package will have non-restricted numbers of support cases throughout the term of the support package.

For prices for the various Support packages, please contact Rosetta Sales.

Exclusions from Technical Support

The following are specifically EXCLUDED from the standard Support Case coverage:

• Customized system installation and configuration
• Data and annotation preparation and pre-processing
• Interoperation with in-house information assets and analysis methods
• Business rule implementation

These requests may be handled by Rosetta Biosoftware's professional services team under an appropriate professional services arrangement.

Support Expiration

Paid support packages will expire after one calendar year from purchase, or when the software annual license expires or terminates, which ever comes first.

Support Features

The following is a summary list of 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 at support@rosettabio.com

For more information on any of the services outlined above, please contact Rosetta Biosoftware at 1.800.737.6583 from within the United States, or call +1.206.926.1300 from outside the United States

* Holidays for 2007 - 2008 are as follows:

2007-2008 Rosetta Biosoftware Holiday Schedule

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