Custom Support

Comprehensive applications such as the Resolver system, Elucidator system, and Syllego system often require administrative effort beyond those services found in typical information systems departments. Instead of hiring additional full-time or part-time Information Systems staff, you can leverage the expertise of Rosetta Biosoftware administrators. Using the extended levels of service support described below, you have direct access to administrators with expertise in Resolver, Elucidator, and Syllego system administration, Oracle database administration, and UNIX/Linux administration.

For more information about optional support services, please contact Professional Services.

Silver Support Service*

Silver support customers receive the following support services:

• Remote system administration including user account management, security, application configuration, and system framework support and monitoring.
• Quarterly remote annotation update.
• Remote installation of software upgrades.
• Two days of system on-site training per year.

UNIX/Linux and Oracle database administration are the responsibility of the customer.

Gold Support Service*

Gold support customers are entitled to a variety of highly-customized support, installation, and maintenance services. In addition to the services provided under Silver support, Gold support customers receive the following support services:

• Remote UNIX or Linux administration.
• Remote Oracle database administration.
• Quarterly on-site server maintenance visits.
• Two additional days of system on-site training per year (a total of four days of system on-site training per year).
• Custom development services (60 hours per year).

A Test Server and Development Software license is included free of charge for Gold support.

Custom Support Service*

Custom support is tailored to specific customer requirements and may include any combination of the above services as well as the provision of a full-time or part-time, on-site Customer Support Engineer. Service level agreements providing enhanced response times and disaster recovery support services are available per customer request. Pricing is determined based on services requested. 

On-site Customer Support Engineer*

The ultimate goal of the on-site Customer Support Engineer is to enable usage optimization of your system. To achieve this goal, the on-site Customer Support Engineer can provide the following support services:

• On-site diagnosis and reproduction of application issues. Immediate response with potential solutions provided without delay.
• Interaction with a wider user community and a better understanding of customer needs. Solutions are tailored to individual users and are easily provided by having real-time access to the customer’s system and data.
• Expertise in system analysis capabilities for the customer’s analysis and bioinformatics support teams. Advice on system analysis capabilities are provided without delay.
• Relief of system administration and maintenance duties from the customer’s IS department.

* System Support Services are provided under a Statement of Work and Professional Services Engagement Agreement.