Support
Ridom offers free technical support via email for SeqSphere+ initial installation and troubleshooting to all its customers with a valid license. We aim to answer technical support questions within two working days (Germany). Furthermore, we offer the following free support options:
- Frequently asked questions
Most frequently by our users asked questions.
- Tutorials
Learn the basics of the software by following the step-by-step tutorials.
- Ask a support question
You can submit a support question directly on our website or via the Help menu of our software products.
The priority technical support that comes with extra costs (50% of the license fee) includes also contact by phone and remote support using TeamViewer. Ridom guarantees to answer priority technical support questions within one working day. In addition, we offer by-the-hour priced phone and remote support.
Training and Services
All new SeqSphere+ customers are eligible for one free remote training session using TeamViewer (max. 2 hours). In addition Ridom offers a variety of other training options and other services:
- Training workshops at Ridom, at user location, or remote using TeamViewer
We organize interactive genomics workshops at Ridom (Münster, Germany), at the user location, or remote using the TeamViewer software. In addition we are able to supply courses on theoretical and practical themes chosen by the customer.
- Data Analysis Service
Ridom offers a service of having your data analyzed at an hourly rate. Data sources include any type of MLST, whole genome sequence data (e.g., cgMLST or cgSNP analysis), and/or any other microbial sequence based (e.g., canSNP, resistance, or virulence analysis) data.
- Implementation Service
The SeqSphere+ software package is highly customizable and expandable. We provide end-to-end solutions (e.g., special interfaces, feature implementations, or creation of canSNP, resistance, or virulence task templates) for your sequence analysis. We offer flexible options tailored to suit your needs including fixed-price and by-the-hour implementation services.
