INQUIRY: Support

The BioTeam iNquiry support is provided exclusively to clients that have purchased iNquiry. We take support personally.

All support interactions should begin with an email to support@bioteam.net. These messages go to the entire technical team, and also into a support ticket tracking system. Most questions will be answered via email. Some may require phone contact. In special cases, BioTeam technical staff may ask to use secure SSH connections to log into the inquiry system and directly diagnose and correct problems.

We ask that your organization designate a single point of contact for support. This allows us to better focus on resolving the underlying technical issues.

iNquiry is always sold with at least one year of Bronze support in addition to the base license.

Up and Running Support:
All licensed iNquiry installations include with our "up-and-running"support. BioTeam will assist via email, phone, and via remote SSH access with initial cluster configuration and setup. We will also help to return your cluster to a default iNquiry configuration.

Bronze Support ($1,500 / year)
Unlimited e-mail questions about iNquiry installation and usage from one contact.

Gold Support ($3,500 / year)
Unlimited e-mail questions about iNquiry installation, usage, customization, and external scripts from one contact. A response to questions is made available on same or next business day. Gold support differs from Bronze support primarily in the extent to which BioTeam staff will assist with end-user customization and integration with other systems at the customer site.

Includes all upgrades as well as up to date software installers available during the purchased support period.

Gold Support Plus+ ($4,995 / year)
All benefits of Gold support, plus a subscription to the iNquiry Data Service

Platinum Support ($3,000 / quarter)
Highly customized support for customers who want things to "just work."In addition to the support described for Gold customers, BioTeam staff will proactively check on the status of the supported system, support extensive customization, install software updates, and generally work to ensure seamless operation of the iNquiry system.

iNquiry Data Service ($3,995 / year)
Access to the iNquiry Data Service update server. Provides up to date, automated downloads of many public bioinformatics data sets.

Custom Services ($2,500 / day)
Custom software development, application integration, systems integration and training services are available at a standard professional services fee of $2,500 per day.

[ back to top ]