Genomics Core Facilities in Sao Tome and Principe
Engineering Excellence & Technical Support
Genomics Core Facilities solutions for Research & Discovery (R&D). High-standard technical execution following OEM protocols and local regulatory frameworks.
Advanced Next-Generation Sequencing (NGS) Capabilities
State-of-the-art NGS platforms enabling high-throughput sequencing for diverse applications, including whole-genome sequencing, exome sequencing, targeted sequencing panels, and RNA-Seq, empowering novel genomic research and diagnostics in São Tomé and Príncipe.
Comprehensive Genomic Data Analysis Pipeline
A robust bioinformatics infrastructure and expert team providing advanced data analysis services, from raw data processing and variant calling to differential gene expression analysis and population genetics studies, translating complex genomic data into actionable insights for local researchers and healthcare professionals.
Specialized Molecular Biology Services
Offering a wide array of molecular biology techniques, including DNA/RNA extraction, PCR, qPCR, fragment analysis, and library preparation, ensuring high-quality sample input for genomic studies and supporting fundamental biological research and agricultural biotechnology initiatives.
What Is Genomics Core Facilities In Sao Tome And Principe?
Genomics core facilities represent specialized research infrastructure providing access to advanced genomic technologies, expertise, and support services. In the context of Sao Tome and Principe, such a facility would serve as a centralized hub for researchers, healthcare professionals, and agricultural scientists requiring high-throughput sequencing, genotyping, bioinformatics analysis, and other molecular biology techniques. The establishment of a genomics core facility in Sao Tome and Principe would significantly bolster local research capabilities, enabling the study of its unique biodiversity, infectious diseases, genetic predispositions to local health issues, and the development of sustainable agricultural practices. The service involves the provision of instrumentation, reagents, technical assistance for experimental design and execution, data analysis, and training. It caters to a diverse user base, including academic institutions, government research bodies, public health laboratories, and private sector entities involved in biotechnology and agriculture. Typical use cases span from fundamental biological research to applied solutions in public health and food security.
| User Group | Needs Addressed | Typical Use Cases |
|---|---|---|
| Academic Researchers (Universities, Research Institutes) | Investigating local biodiversity, evolutionary biology, ecology, and fundamental disease mechanisms. | Genome sequencing of endemic species, population genetics studies, pathogen surveillance, transcriptomics of crop varieties. |
| Public Health Laboratories & Clinicians | Disease diagnostics, outbreak investigation, antimicrobial resistance profiling, pharmacogenomics, and identification of genetic risk factors for local diseases. | Sequencing of infectious agents (e.g., malaria parasites, arboviruses), identification of drug-resistant strains, genetic screening for inherited disorders prevalent in the population. |
| Agricultural Sector (Farmers, Agribusiness, Research Stations) | Crop improvement, pest and disease management, livestock breeding, and understanding plant-pathogen interactions. | Marker-assisted selection for crop traits (e.g., drought tolerance, yield), identification of genetic markers for disease resistance, genomic evaluation of breeding lines. |
| Environmental Agencies & Conservationists | Monitoring biodiversity, assessing ecosystem health, and informing conservation strategies. | Environmental DNA (eDNA) analysis for species detection, population structure analysis of endangered species, genetic monitoring of invasive species. |
| Biotechnology & Pharmaceutical Companies (if present/emerging) | Drug discovery, development of diagnostic tools, and industrial biotechnology applications. | Screening of natural products for therapeutic potential, development of molecular diagnostics for local health challenges. |
Key Aspects of Genomics Core Facilities in Sao Tome and Principe
- Technological Access: Provision of state-of-the-art sequencing platforms (e.g., Illumina, Oxford Nanopore), genotyping arrays, and associated laboratory equipment.
- Expertise & Support: On-site technical staff with expertise in molecular biology, experimental design, sample preparation, data acquisition, and quality control.
- Bioinformatics Services: Computational resources and skilled bioinformaticians for data processing, alignment, variant calling, functional annotation, and statistical analysis.
- Training & Education: Workshops, seminars, and hands-on training for researchers and students in genomic methodologies and data interpretation.
- Collaboration & Consultation: Facilitation of collaborative research projects and provision of consultation services for project planning and grant applications.
- Data Management & Storage: Secure infrastructure for storing, managing, and sharing large-scale genomic datasets.
Who Needs Genomics Core Facilities In Sao Tome And Principe?
Genomics core facilities are essential for advancing research and development in various sectors. In Sao Tome and Principe, establishing such a facility would empower local researchers, institutions, and industries to conduct cutting-edge genomic studies, leading to breakthroughs in areas like agriculture, public health, and biodiversity conservation. This would foster a more robust scientific ecosystem, reduce reliance on external services, and enable tailored solutions for national challenges.
| Customer/Department | Key Genomics Applications | Potential Impact |
|---|---|---|
| Universidade de São Tomé e Príncipe (USTP) | Genomic sequencing for thesis research, faculty projects, bioinformatics training | Enhanced scientific output, capacity building, local expertise development |
| Instituto Nacional de Investigação e Desenvolvimento Agrário (INIDA) | Marker-assisted selection for crop and livestock breeding, disease resistance studies, soil microbiome analysis | Improved agricultural productivity, food security, sustainable farming practices |
| Ministério da Saúde | Pathogen sequencing for infectious disease surveillance (e.g., malaria, dengue), genetic screening for inherited diseases, pharmacogenomics | Early detection of outbreaks, improved public health interventions, personalized treatment strategies |
| Ministério da Agricultura e Pescas | Genomic analysis for fisheries stock assessment, aquaculture development, disease management in aquatic organisms | Sustainable fisheries management, enhanced seafood production, economic growth |
| Instituto Nacional de Gestão Ambiental (INMA) | Environmental DNA (eDNA) for biodiversity monitoring, population genetics of endangered species, genetic diversity studies of endemic flora and fauna | Effective biodiversity conservation, ecological impact assessments, informed environmental policies |
| Hospital Central de São Tomé | Diagnostic sequencing for rare genetic disorders, cancer genomics for targeted therapies, infectious disease diagnostics | Improved patient care, more accurate diagnoses, advanced treatment options |
| Private Diagnostic Laboratories | Genetic testing for inherited conditions, carrier screening, infectious disease detection | Expanded diagnostic capabilities, accessible genetic services for the public |
| Agro-industrial Companies | Genomic analysis for quality control, traceability of products, development of novel agricultural products | Enhanced product quality, market competitiveness, innovation in the agricultural value chain |
| Conservation NGOs (e.g., Fund for the Protection of Nature) | Species identification, genetic monitoring of wildlife populations, tracing illegal wildlife trade | Effective conservation strategies, robust protection of endangered species, combating poaching |
Target Customers and Departments for Genomics Core Facilities in Sao Tome and Principe
- {"title":"Academic and Research Institutions","description":"Universities and research centers are primary beneficiaries, driving fundamental and applied genomic research."}
- {"title":"Government Agencies","description":"Departments involved in public health, agriculture, environment, and natural resource management will leverage genomics for policy and strategy."}
- {"title":"Healthcare Providers and Diagnostic Labs","description":"Hospitals and private laboratories can utilize genomics for disease diagnosis, personalized medicine, and infectious disease surveillance."}
- {"title":"Agricultural Sector","description":"Farmers, agricultural research institutes, and agribusinesses can benefit from genomic approaches for crop and livestock improvement, pest management, and food security."}
- {"title":"Conservation and Biodiversity Organizations","description":"NGOs and governmental bodies focused on preserving Sao Tome and Principe's unique biodiversity will use genomics for species identification, population genetics, and conservation efforts."}
- {"title":"Biotechnology and Pharmaceutical Companies (Emerging)","description":"As the local biotech sector grows, companies will require genomic services for drug discovery, development, and product innovation."}
Genomics Core Facilities Process In Sao Tome And Principe
The Genomics Core Facilities in Sao Tome and Principe, like many research support services globally, operate on a structured workflow to ensure efficient and accurate delivery of services. This process typically begins with an initial inquiry from a researcher or group seeking genomic analysis. The facility then guides the inquirer through sample submission, experimental design consultation, data generation, and finally, data analysis and reporting. The goal is to provide a seamless experience from the initial idea to actionable biological insights.
| Stage | Key Activities | Responsible Party | Deliverables/Outcomes |
|---|---|---|---|
| Initial Inquiry and Consultation | Researcher contacts the Core Facility to discuss project needs. Facility staff assess feasibility, explain available services, and provide preliminary cost estimates. Discussion of project scope and goals. | Researcher, Genomics Core Facility Staff | Understanding of project scope, preliminary service recommendations, initial cost estimate. |
| Sample Submission and Quality Control | Researcher provides samples (e.g., DNA, RNA, tissue). Core Facility performs essential quality control checks (e.g., concentration, purity, integrity) to ensure suitability for downstream applications. | Researcher, Genomics Core Facility Staff | Accepted and quality-controlled samples, rejection of unsuitable samples with feedback. |
| Experimental Design and Planning | Collaborative session between researcher and facility staff to optimize experimental design. This includes selecting appropriate assays, sequencing depth, and bioinformatics approaches. Development of a detailed project plan. | Researcher, Genomics Core Facility Staff | Approved experimental design, detailed project plan, agreed-upon timelines. |
| Library Preparation | Genomic material is processed into libraries suitable for the chosen technology (e.g., PCR amplification, adapter ligation for sequencing). This is a critical step for ensuring successful data generation. | Genomics Core Facility Staff | Ready-to-sequence or genotype libraries. |
| Sequencing/Genotyping | Libraries are loaded onto instruments for high-throughput sequencing (e.g., next-generation sequencing) or genotyping. This is the core data generation step. | Genomics Core Facility Staff | Raw sequencing or genotyping data (e.g., FASTQ files, genotype calls). |
| Data Processing and Initial QC | Raw data is processed through automated pipelines. This includes base calling, quality filtering, alignment (if applicable), and initial quality assessment of the generated data. | Genomics Core Facility Staff | Processed raw data, preliminary quality reports. |
| Data Analysis and Interpretation | Bioinformaticians analyze the processed data based on the project plan. This can involve variant calling, differential gene expression analysis, pathway analysis, population genetics, etc. Interpretation of biological significance. | Genomics Core Facility Staff, Researcher | Analyzed datasets, statistical summaries, identified biological insights. |
| Reporting and Deliverables | A comprehensive report is generated, summarizing the methods, results, and interpretations. Deliverables may include raw data, processed data files, figures, and the final report. | Genomics Core Facility Staff | Final project report, raw and processed data files, visualizations. |
| Project Closure and Archiving | Upon researcher's approval of deliverables, the project is formally closed. Data and samples are archived according to facility policy for future reference or potential re-analysis. | Genomics Core Facility Staff | Archived data and samples, project completion confirmation. |
Genomics Core Facilities Process in Sao Tome and Principe: Workflow Stages
- Initial Inquiry and Consultation
- Sample Submission and Quality Control
- Experimental Design and Planning
- Library Preparation
- Sequencing/Genotyping
- Data Processing and Initial QC
- Data Analysis and Interpretation
- Reporting and Deliverables
- Project Closure and Archiving
Genomics Core Facilities Cost In Sao Tome And Principe
The cost of genomics core facilities in Sao Tome and Principe is a developing area, with pricing influenced by several key factors. As a nation with a growing scientific infrastructure, specialized services like those offered by genomics core facilities are often dependent on imported reagents, equipment, and expertise, leading to higher costs compared to more established markets. Furthermore, the scale of operation for these facilities, often being smaller and catering to a more limited client base, can affect their ability to achieve economies of scale in pricing.
Key Pricing Factors:
- Type of Service: Basic DNA/RNA extraction will generally be less expensive than advanced sequencing (e.g., whole-genome sequencing, transcriptome sequencing), single-cell analysis, or complex bioinformatics interpretation.
- Reagent and Consumable Costs: The procurement of high-quality reagents, kits, and consumables, often imported, forms a significant portion of the overall cost. Fluctuations in international prices and import duties directly impact local pricing.
- Equipment Depreciation and Maintenance: The initial investment in sophisticated sequencing machines, PCR cyclers, centrifuges, and other essential equipment, along with their ongoing maintenance and calibration, are factored into service costs.
- Personnel Expertise and Training: Highly skilled personnel are required to operate and maintain genomics equipment and to perform complex analyses. Their salaries and continuous training contribute to the pricing structure.
- Bioinformatics and Data Analysis: The computational resources and specialized bioinformatics expertise needed for data processing, alignment, variant calling, and interpretation represent a substantial cost component, especially for large-scale sequencing projects.
- Facility Overhead: This includes laboratory space rental, utilities, administrative support, and regulatory compliance.
- Project Scope and Volume: Larger projects or higher volumes of samples may offer slight discounts due to potential efficiencies, although this is less common in smaller facilities.
- Funding and Grant Support: The presence of external funding or grants can sometimes subsidize certain services, leading to potentially lower prices for specific users or projects.
Estimated Pricing Ranges (in Sao Tomean Dobra - STD):
It's important to note that definitive, widely published pricing is scarce. The figures below are estimates based on the general cost structure of such facilities in developing economies and may vary significantly between individual providers. It's always recommended to obtain direct quotes from available facilities.
- DNA/RNA Extraction (per sample): Expected to range from 8,000 to 15,000 STD. This covers basic sample processing.
- PCR (per reaction): Might range from 5,000 to 10,000 STD, depending on the complexity and reagents used.
- Sanger Sequencing (per sample, per region): Could be in the range of 15,000 to 30,000 STD. This is for targeted sequencing.
- Next-Generation Sequencing (NGS) - Library Preparation (per sample): This can vary widely based on the library type (e.g., TruSeq, Nextera) and target, with estimates from 20,000 to 50,000 STD.
- NGS - Sequencing Run (per lane/flow cell): This is a major cost. For a standard Illumina run (e.g., MiSeq or NovaSeq), a portion of a lane or a full lane could cost from 100,000 to 500,000+ STD, depending on throughput and instrument.
- Basic Bioinformatics Analysis (e.g., alignment, variant calling): For a standard project, this could range from 50,000 to 200,000 STD per project, or on an hourly basis.
- Consultation Services (per hour): For expert advice on experimental design or data interpretation, expect to pay 15,000 to 30,000 STD per hour.
Important Considerations:
- The availability of dedicated genomics core facilities in Sao Tome and Principe is limited. Researchers might need to rely on international collaborations or send samples abroad, which incurs additional shipping and international service costs.
- Prices are highly negotiable, especially for academic institutions and research collaborations.
- The currency exchange rate for international reagents and services will significantly influence the final cost.
- It is crucial to engage directly with any available local or regional service providers to get accurate and up-to-date quotations.
| Service Type | Estimated Price Range (STD) |
|---|---|
| DNA/RNA Extraction (per sample) | 8,000 - 15,000 |
| PCR (per reaction) | 5,000 - 10,000 |
| Sanger Sequencing (per sample, per region) | 15,000 - 30,000 |
| NGS - Library Preparation (per sample) | 20,000 - 50,000 |
| NGS - Sequencing Run (per lane/flow cell) | 100,000 - 500,000+ |
| Basic Bioinformatics Analysis (per project) | 50,000 - 200,000 |
| Consultation Services (per hour) | 15,000 - 30,000 |
Factors Influencing Genomics Core Facility Costs in Sao Tome and Principe
- Type of Genomic Service Required (e.g., DNA extraction, sequencing, bioinformatics)
- Cost of Imported Reagents and Consumables
- Equipment Purchase, Depreciation, and Maintenance Expenses
- Expertise and Salary Costs of Trained Personnel
- Computational Resources and Bioinformatics Analysis Charges
- General Laboratory and Administrative Overhead
- Volume and Scale of Projects Undertaken
- Availability of External Funding and Subsidies
Affordable Genomics Core Facilities Options
Exploring affordable genomics core facilities is crucial for researchers and institutions with limited budgets. These facilities offer access to cutting-edge genomic technologies and expertise that might otherwise be prohibitively expensive. Several strategies can be employed to reduce costs, including leveraging shared resources, negotiating bulk discounts, and carefully selecting service providers based on specific project needs. Value bundles, which combine multiple services or reagents at a reduced price compared to purchasing them individually, are a particularly effective cost-saving measure. Understanding the nuances of these bundles and implementing smart purchasing decisions can significantly lower the overall expense of genomic research.
| Value Bundle Type | Description | Potential Cost Savings | Considerations |
|---|---|---|---|
| Library Preparation & Sequencing Packages | Combines the cost of library preparation kits, reagents, and sequencing runs for a specific number of samples and a chosen sequencing platform. | Often offers a significant discount compared to individual service fees. Predictable pricing for a defined project scope. | Ensure the bundle aligns with your desired sequencing depth, read length, and library type. May have minimum sample requirements. |
| Targeted Sequencing & Variant Calling Bundles | Includes the design of custom probes or panels, enrichment, library preparation, sequencing, and often bioinformatics analysis for variant identification in specific gene sets. | Streamlines the workflow from target selection to analysis, reducing the need for separate service procurements. Can be more cost-effective than whole-genome sequencing for specific research questions. | The cost-effectiveness depends heavily on the size and complexity of the targeted region. Ensure the bioinformatics analysis provided meets your specific needs. |
| Single-Cell Genomics Bundles | Often includes cell dissociation reagents, microfluidic device usage (e.g., for droplet-based scRNA-seq), library preparation, and sequencing. | Reduces the complexity of piecing together individual components for single-cell experiments, often with bundled discounts for the integrated workflow. | Requires careful optimization of sample preparation for single-cell isolation. The cost per cell can still be significant depending on the platform and throughput. |
| Reagent & Consumable Packages | Bulk purchase discounts on common reagents, enzymes, and consumables needed for routine genomics workflows (e.g., PCR reagents, DNA purification kits). | Lower per-unit cost for frequently used items. Predictable inventory management. | Requires accurate forecasting of reagent needs to avoid overstocking or shortages. Ensure expiry dates are managed effectively. |
| Bioinformatics Analysis Packages | Bundles that combine raw sequencing data output with a suite of standard bioinformatics analyses (e.g., quality control, alignment, variant calling, gene expression quantification). | Saves time and resources by outsourcing the complex computational aspects. Can be more affordable than hiring dedicated bioinformaticians for every project. | Clearly define the scope of analysis included and ensure the output format is compatible with your downstream research. Custom analysis may incur additional costs. |
Key Cost-Saving Strategies for Genomics Core Facilities
- Shared Resources and Collaborative Purchasing: Pooling resources with other labs or institutions can lead to bulk discounts on reagents, consumables, and even instrument time.
- Negotiate Service Level Agreements (SLAs): For recurring services, negotiate tiered pricing based on volume or commit to longer-term contracts for better rates.
- Utilize In-House Expertise: If your institution has trained personnel, consider performing certain less complex library preparation or sample processing steps in-house to reduce outsourced service costs.
- Phased Project Planning: Break down large genomics projects into smaller, manageable phases to better control spending and avoid upfront large capital outlays.
- Explore Academic-Specific Pricing: Many commercial vendors offer discounted pricing for academic research institutions. Always inquire about these options.
- Compare Multiple Vendors: Don't settle for the first quote. Solicit proposals from several core facilities and vendors to ensure you are getting the best value.
- Standardize Protocols: Adopting standardized protocols can simplify workflows, reduce errors, and allow for more efficient batch processing, leading to cost savings.
- Optimize Sample Throughput: Planning experiments to maximize the number of samples processed per run on an instrument can lower per-sample costs.
Verified Providers In Sao Tome And Principe
Navigating healthcare services in Sao Tome and Principe requires confidence in the providers you choose. Franance Health stands out as a premier choice due to its rigorous credentialing process, ensuring that all affiliated healthcare professionals meet the highest standards of competence, ethics, and patient care. This commitment to verification safeguards your well-being and provides peace of mind. By partnering with Franance Health, you gain access to a network of verified experts dedicated to delivering exceptional medical services, making them the optimal selection for your healthcare needs in Sao Tome and Principe.
| Service Area | Franance Health Verified Advantage | Benefits for Patients |
|---|---|---|
| Primary Care | All general practitioners undergo comprehensive background checks and peer reviews. | Access to skilled and trustworthy family doctors for routine health management. |
| Specialist Consultations | Specialists are verified for their board certifications, experience, and good standing. | Reliable access to qualified specialists for complex medical issues. |
| Surgical Services | Surgeons and their teams are vetted for surgical proficiency and safety protocols. | Confidence in receiving safe and effective surgical procedures. |
| Diagnostic Imaging | Technicians and facilities meet established quality and safety standards. | Accurate and reliable diagnostic results. |
| Emergency Care | Emergency personnel are certified in advanced life support and undergo regular evaluations. | Prompt and competent care during medical emergencies. |
Why Choose Franance Health?
- Rigorous Credentialing Process
- Commitment to High Standards
- Access to Verified Experts
- Focus on Patient Well-being
- Exceptional Medical Services
- Peace of Mind in Healthcare Choices
Scope Of Work For Genomics Core Facilities
This Scope of Work (SOW) outlines the technical deliverables and standard specifications for services provided by the Genomics Core Facility. It aims to ensure clarity, reproducibility, and high-quality outputs for all research projects utilizing its resources.
| Service Category | Standard Specifications (Examples) | Notes |
|---|---|---|
| DNA Sequencing (Whole Genome/Exome) | Sequencing platform: Illumina NovaSeq 6000/NextSeq 2000 (or equivalent). Read length: 150 bp paired-end. Target coverage: Minimum 30x for WGS, 100x for WES (average). Quality score: Phred Q30 > 85%. | Reference genome version to be specified by user. |
| RNA Sequencing (mRNA-Seq) | Sequencing platform: Illumina NovaSeq 6000/NextSeq 2000 (or equivalent). Read length: 150 bp paired-end. Library type: Poly(A) selection or Ribosomal depletion. Target depth: Depends on experiment (e.g., 30-50 million reads per sample for basic expression profiling). | Strand specificity and other library parameters to be confirmed with user. |
| ChIP Sequencing | Sequencing platform: Illumina MiSeq/NextSeq 550 (or equivalent for smaller scale) or NovaSeq 6000. Read length: 50-75 bp single-end or paired-end. Target depth: Varies based on antibody and expected peak density (e.g., 20-50 million reads per sample). | Control sample (e.g., Input DNA) is highly recommended. |
| Library Preparation (General) | Kits: Manufacturer-specified kits for each application (e.g., Illumina TruSeq, NEBNext). Quality Control: Bioanalyzer/Fragment Analyzer for fragment size distribution, Qubit/Nanodrop for DNA quantification, qPCR for library molarity. | Minimum input DNA/RNA requirements and specific adapter sequences to be confirmed with user. |
| Data Storage and Transfer | Data will be provided via secure FTP (SFTP) or cloud storage solutions (e.g., Google Drive, Dropbox). | Data retention policy and transfer protocols to be agreed upon. |
Technical Deliverables
- Raw sequencing data in FASTQ format (paired-end or single-end as requested).
- Quality control reports for raw sequencing data (e.g., FastQC output).
- Aligned sequencing reads in BAM or SAM format (aligned to a specified reference genome).
- Variant call files (VCF) for germline or somatic variant detection, as applicable.
- Gene expression quantification data (e.g., TPM, FPKM, raw counts) for RNA-Seq experiments.
- Peak calls for ChIP-Seq experiments in BED or narrowPeak format.
- Demultiplexed libraries with corresponding sample sheet.
- Library preparation reports detailing quality control metrics of prepared libraries (e.g., fragment size distribution, molarity).
- Data analysis reports (tailored to specific project needs, may include figures, tables, and interpretations).
- Metadata associated with all deliverables, including sample IDs, experimental conditions, and processing dates.
Service Level Agreement For Genomics Core Facilities
This Service Level Agreement (SLA) outlines the commitment of the Genomics Core Facility to its users regarding response times and uptime guarantees for services and equipment. It aims to ensure reliable access to cutting-edge genomic technologies and expert support, facilitating timely research progress.
| Service/Equipment Category | Response Time (Business Hours) | Uptime Guarantee | Notes |
|---|---|---|---|
| Sequencing Services (Next-Generation) | Acknowledgement: 4 business hours; Initial assessment: 8 business hours | 98% | Excludes scheduled maintenance and unavoidable technical failures. Factors beyond facility control (e.g., sample quality, reagent stability) may impact turnaround times. |
| Sequencing Services (Sanger) | Acknowledgement: 2 business hours; Initial assessment: 4 business hours | 99% | Excludes scheduled maintenance. |
| Library Preparation Services | Acknowledgement: 4 business hours; Initial assessment: 8 business hours | 98% | Excludes scheduled maintenance and reagent availability. |
| Bioinformatics Support (Data Analysis Requests) | Acknowledgement: 8 business hours; Initial consultation: 2 business days | N/A (Support is provided on a best-effort basis and scheduled appointments) | Complex analyses may require longer consultation and analysis times, to be negotiated with the user. |
| Microscopy Equipment (Confocal, Super-Resolution) | Acknowledgement: 2 business hours; Technical assistance: 4 business hours | 97% | Excludes scheduled maintenance and user error. Training sessions are scheduled separately. |
| Flow Cytometry Services | Acknowledgement: 2 business hours; Technical assistance: 4 business hours | 97% | Excludes scheduled maintenance and user error. Cell sorting requires separate booking and may have its own specific turnaround times. |
| General Technical Inquiries (Email/Phone) | Acknowledgement: 4 business hours; Resolution: 1 business day (for standard inquiries) | N/A | Complex troubleshooting may require longer resolution times. |
Key Service Commitments
- Response Times: Defines the maximum acceptable delay for acknowledging and addressing user inquiries and service requests.
- Uptime Guarantees: Specifies the minimum percentage of time that critical equipment and core services will be operational and available to users.
- Service Prioritization: Outlines the framework for prioritizing urgent requests and critical research needs.
- Downtime Notification: Details the procedures for informing users about planned and unplanned service disruptions.
- Escalation Procedures: Provides a clear path for users to escalate issues that are not resolved within the defined response times.
- Reporting and Review: Establishes a mechanism for regular reporting on performance against this SLA and for periodic review and updates.
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