Affymetrix - Affymetrix Software Support Policy



		Affymetrix Software Support Policy

SOFTWARE CLASS DEFINITIONS

Affymetrix Commercial Software – Affymetrix Commercial Software products are fully supported and validated applications that are used in a wide variety of environments. Example applications include: GCOS Client, GCOS Server, GDAS, GTYPE, and GSEQ.

Affymetrix Tools – Affymetrix Tools are freely available, rapidly developed, and supported, but they are released AS-IS without warranty. Furthermore, while Affymetrix Tools are tested, they are not formally validated. In providing support, Affymetrix will provide technical information, training materials and advice to users, but due to the rapid evolution and development of these tools Affymetrix may not be able to answer and resolve all support inquiries or problems observed. Example applications include: CNAT, ExACT, TAS, and IGB.

Developer Network Tools or DevNet Tools – Affymetrix software developers may, at their discretion, release software applications for use by the greater community. These tools are released AS-IS without warranty or support. Please use these tools at your own risk. Affymetrix often may not update these tools to maintain compatibility with new advances in the Affymetrix platform. Source code may be made available, when possible, to allow the community to update these tools. Please do not incorporate these tools into your production workflow.

	Commercial Software Products	Affymetrix Tools	Developer Network Tools
Validated	Yes	No	No
Install Assistance	Yes	None. Install Documentation Available.	None
Training	On-Site Training Available.	Self-Training Materials Available.	None
Supported	Yes	Yes	No
Support Resolution Time	Generally One Business Day.	No Guaranteed Resolution; One Week Response Estimate.	Support Available At Hourly Rates.
Defect Fixes	Yes	Reasonable Commercial Effort.	At Affymetrix’s Discretion.
Warranty	Yes	No	No