Support Options
Available support tiers on Nygen including technical support, upload assistance, data procurement, and custom analysis.
What are the different kinds of support offered?
- Technical Support: Basic support for users who encounter errors or have questions about how to carry out certain steps on the platform.
- Upload Support: Support for uploading custom file formats from existing or older projects. Files are generally uploaded within 24 hours if there are no complications with the formats.
- Data Procurement Support: Support for downloading files from GEO or other public portals and making the datasets available in your ScarfWeb account. Where feasible, datasets are generally delivered within one week.
- Custom Analysis: Custom analysis support for tasks connected to ScarfWeb that align with our roadmap of future features.
What's included in the custom analysis support?
We generally provide custom support for tasks connected to ScarfWeb that align with our roadmap of future features.
Examples of our support
- Modality integration
- Running statistical significance analysis
- Pathway enrichment analysis
- Doublet detection
- Providing a quality report on raw matrices, including estimation of ambient RNA
- Normalization of ADTs from multiple batches
- Merging samples from multiple species
- Bulk generation of figures
- Other tasks on a case-by-case basis
Nygen reserves the right to decline certain support requests that it considers too extensive. Our licenses are product licenses, not service packages. If the support activity involves several days of a bioinformatician's time, we can recommend our partner service providers.
How quickly can I expect data from data procurement support?
Our standard licenses do not guarantee the timeline of data delivery. Historically, most datasets are delivered within a week. We provide our initial assessment of the requested datasets in a few business days. This initial assessment checks whether the count matrices are available, what metadata is available, etc. We also contact the authors of the papers if the dataset is not readily available.
For our enterprise customers, we offer SLAs (Service Level Agreements) based on the organization's needs.