Basic Support Plan
Every DNAnexus customer gets a basic support plan that provides online training and support to get started with DNAnexus. We provide a documentation wiki and an answers forum to guide you through common questions. Support includes platform bug fixes and account management response.
Enterprise Support Plan
Get customized developer support. We’ll provide fast, expert answers for optimizing your pipelines to the cloud and scientific validation. Troubleshooting and app reviews can be provided to help you build apps on our platform that are optimized before production.
Premium Support Plan
Receive all the benefits of the above support plans. Maintain business continuity for enterprises running mission-critical processing by deploying preventative actions and maximizing uptime. If there is a critical issue, you’ll receive personalized support within a 4-hour window.
|Platform Support - relating to administrative account issues and bugs in the API, SDK, web UI frontend and DNAnexus-published apps||16 Business Hours||8 Business Hours||8 Business Hours|
|User-Pipeline Assistance - help Users to debug, scientifically validate, and optimize User-developed pipelines.||16 Business Hours||8 Business Hours|
|Production Support - relating to issues whereby Users cannot log in to DNAnexus, access the API server, transfer data to and from DNAnexus or run jobs on DNAnexus.||8 Business Hours||8 Business Hours||4 Business Hours|