Response Times and Issue Escalation

We consider support requests as belonging to one of three categories: stopper issues, important issues, and low issues. All issues are assigned a case reference number.

Severity 1: Stopper

A “Stopper” is a severe Error in the GenoLogics Software that causes the GenoLogics Software to fail or to substantially cease operations, so that no workaround exists and work cannot continue. A “Stopper” will be acknowledged by GenoLogics within two (2) hours of being reported to the designated GenoLogics contact via telephone, facsimile or email.

If the transmittal of the report falls outside of Normal Working Hours, GenoLogics will respond within two (2) hours of the commencement of the next working day. GenoLogics will commence resolution of the “Stopper” within one (1) hour of such acknowledgement, and will continue until the “Stopper” is resolved or a work around is provided, which efforts by GenoLogics may, in GenoLogics’ discretion where reasonably necessary and commercially reasonable, involve work outside of Normal Working Hours.

Severity 2: Important Problem

An “Important Problem” is an Error which materially affects production and for which a work around exists such that work can substantially continue. GenoLogics will acknowledge an “Important Problem”, during Normal Working Hours, within two (2) hours of the “Important Problem” being reported to a designated GenoLogics contact via telephone, facsimile or email.

GenoLogics will, within Normal Working Hours, commence resolution of the “Important Problem” within four (4) hours of such acknowledgement, and will use its commercially reasonable efforts during Normal Working Hours until the “Important Problem” is resolved.

Severity 3: Low

All other problems that do not fall within the categories above, including without limitation minor Errors that do not materially affect production and documentation correction requests, are “Low”. GenoLogics will log these problems and use commercially reasonable efforts to correct such problems during Normal Working Hours, but does not guarantee any particular response time.

GenoLogics will, in providing the Support and Maintenance Services, use reasonable commercial efforts to minimize disruption to Licensee’s activities. GenoLogics will be deemed to have commenced resolution of an Error upon the logging in of any reported Error and committing personnel and resources to correct or work around the Error. Licensee will promptly notify GenoLogics of any Stoppers or Important Problems with the GenoLogics Software.

Hosted Sites

BaseSpace Clarity LIMS hosted sites are backed up:

If you need to restore data from backup, please contact Technical Support.

Escalation Path

1st Contact:

GenoLogics Support
Technical Services Analyst
Email: support@genologics.com
Phone: 1 250 483 7014

2nd Contact:
Kevin Hunter, Technical Support Manager
Email : khunter@illumina.com
Phone: 250 580 7002