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External SDK Support Policy

Affymetrix is not required to provide troubleshooting or technical support on any file created outside of Affymetrix commercially released software.

  • Affymetrix will not provide support or warrant, implied or otherwise, data produced using modified versions of its standard software. The software developer must satisfy themselves by thorough software testing and evaluation that such modifications do not in any way alter the resultant data before deployment of any software solution into a production environment.

  • All SDK development work must be validated and tested on a GCOS server or GCOS Workstation dedicated to the task of software development. Such validation systems may not include the current in-production scanner instrument workstation or the current in-production Affymetrix GCOS Server system. Validation of custom software is not the responsibility of Affymetrix. Once validation is complete, customized software may be deployed on production systems.

  • Customer must inform Software/Technical Support team of modifications of the Affymetrix commercial software by custom applications using Affymetrix SDK components while reporting issues. If the customer fails to inform the Engineer dealing with the call, that the software has been modified, Affymetrix reserves the right to charge the customer for the investigation time at the current per hour charge rate and with a 4 hour minimum charge.

  • The upgrades of software at customer sites with the SDK products are limited to the unmodified production software or system/components. Affymetrix personnel will not be responsible for the upgrade of development server/client systems/environment, unless prior agreement has been made with Affymetrix. While Affymetrix endeavors to ensure each software version is compliant with previously publish programmatic interfaces, Affymetrix will not be held liable for the rectification of the customers modified software after an upgrade has been completed. Affymetrix is available to assist customers with any advice or issues surrounding software upgrade and such assistance is subject to the then current support hourly support rates.