It’s been over two years since the launch of the UK Biobank Research Analysis Platform (UKB-RAP) and we've learned a lot about what researchers need and the diverse needs of this user community. To address this diversity, DNAnexus is launching an official support model that is multi-pronged and will serve the different needs of this growing community.
Starting on April 10, our new support model will pair our standard support with new paid service packages. Our standard support will continue to enable users to send email inquiries about billing, administrative issues, and report platform performance issues and bugs. You can also view tutorials and webinars and post questions on the UK Biobank Community Forum.
However, for users who need a bit more support for their customized workflows or want 1:1 expert guidance from the DNAnexus team, we are launching new service packages that will be available in addition to our existing standard support. These new customized and flexible service packages are made up of tickets that users redeem to get the additional help they may need for managing specific queries, troubleshooting a custom applet, or receiving scientific guidance. Service packages are available in bundles of 5, 20, 50 or 100 service tickets. You can find more information on our new service packages and purchase them via the order form here. Service packages require a DNAnexus Billing Portal account. If you need to create a Billing Account, follow these instructions.
Please note that support questions that require our experts to directly access and/or process UK Biobank data at your direction will require more discussion with DNAnexus. View our FAQ for more details and feel free to contact us at ukbiobankrap@dnanexus.com about your inquiry.
For all UKB-RAP users that have open/ongoing queries that our DNAnexus team has been helping with, we assure you that we will continue to work with you to resolve your open ticket even once these changes have taken effect.
If you have additional questions about the transition, please email ukbiobank-support@dnanexus.com.
[1] For more information on guidelines for DNAnexus acting as a Third Party Data Processor, please reference the UK Biobank MTA.