Life Technologies develops commercial-grade, market-leading bioinformatics applications, including Vector NTI® Advance and Vector NTI® Express desktop sequence analysis software. Because of the regularly changing nature of bioinformatics and the wide variety of life science research IT infrastructures, technical support for these software applications requires enrollment in Life Technologies' Software Maintenance and Support Program (“Vector NTI® Advance and Vector NTI® Express Support Program”).
    Life Technologies' overall technical support has been voted The Best Technical Service by “The Scientist” magazine Reader’s Choice Awards three consecutive years running. We seek to
exceed your expectations by providing exceptional technical guidance and support on our software products. We strive to build productive, long-lasting partnerships that assist you in reaching your vital research goals. Most support scientists at Life Technoloies hold Ph.D. degrees, and many have numerous years experience in both technical support and lab/bench work, so they understand not only the bioinformatics, but also the biology, underpinning your research.

Vector NTI® Advanced Support Program for Vector NTI® Advance and Vector NTI® Express

The Vector NTI® Advanced Support Program for Vector NTI® Advance and Vector NTI® Express includes the following two components:


  1. Technical Support
Life Technologies Bioinformatics Technical Support scientists will provide support by email and
telephone, as follows:
     a. Hours of Operation:
         i. Americas: Monday-Friday, 9am-5pm US EST.
Email and voicemail messages received outside these hours will be returned the next business day.
         ii. Europe, Middle East, Africa, Asia-Pacific: Monday-Friday, 9am-5pm GMT.
Email and voicemail messages received outside these hours will be returned the next business day.
     b. Contact Information:
         i. Americas:
bioinfosupport@lifetech.com
Toll-Free: 800 955 6288
         ii. Europe, Middle East, Africa, Asia-Pacific:
eurobioinfosupport@lifetech.com
Direct: +44 (0)800 838 380
    c. Response Times:
We strive to respond initially to all technical support requests within 4 hours on
business days. Please indicate the level of urgency of the issue in your request.
Due to the nature of bioinformatics and software, full resolution of requests may
take days or even weeks, depending on the complexity of the issue.
    d. Service Request Submission:
We strongly encourage you to send initial technical support enquiries by email to
the appropriate email addresses above, for the following reasons:
         i. Allows for a more effective exchange of software-related information,
especially when files, data or reports must be exchanged
        ii. Allows for effective time-stamping of initial enquiries, timely follow-up, and
tracking of requests
Revised: January 5 2007 Page 2 of 3 Life Technologies Confidential
    e. Holidays:
Life Technologies observes a number of holidays; technical support will not be available
on those days. Email and voice mail messages received on holidays will be
returned the next business day. Please refer to our web site in your geographic
region for details of the holiday dates being observed for the current year.
Holidays typically observed by Life Technologies include, but are not limited to, the
following:
• New Year’s Day
• Memorial Day (US)
• Independence Day (US)
• Labor Day (US)
• Columbus Day (US)
• Thanksgiving Day (US)
• Day after Thanksgiving Day (US)
• Christmas Day


  2. Free Software Upgrades
     a. Any patches, updates, upgrades, improvements, enhancements, fixes and
revised versions (“Upgrades”) to the existing functionality of Vector NTI® Advance and Vector NTI® Express released during the term of the Vector NTI® Advance and Vector NTI® Express Support contract will be provided at no additional charge. Nothing in this paragraph shall obligate Life Technologies to provide such Upgrades, or to provide them at any particular time. In addition, Life Technologies may from time to time release completely new, optional or additional modules of either software product; Vector NTI® Advance and Vector NTI® Express does not entitle you to receive these separately-priced modules at no cost.
     b. Any technical services requested to assist in the upgrade process may be
provided at Life Technologies' sole discretion, and may be considered a billable service.
Vector NTI® Advance and Vector NTI® Express Support Terms:


Term and Payment. Enrollment in the Vector NTI® Advance and Vector NTI® Express Support Program is for an initial 12-month term, renewable upon payment of the then-current support fee. Separate
payments are required for Vector NTI® Advance and Vector NTI® Express

Support Contacts. You agree to designate, in writing, no more than two persons
(“Support Contacts”) who will be your primary contacts with our Bioinformatics
Technical Support staff. These Support Contacts may be changed from time to time
upon written notice to Life Technologies. All support inquiries from your individual users will
be directed to a Support Contact and, to the maximum extent practicable, your
communications with us for support will be through your Support Contacts.


Error Correction. We can only provide technical support for verifiable, reproducible
errors in our software products. You shall provide us with such information as is
reasonably necessary for us to verify and reproduce the problem, prior to our having
any obligation to provide technical support for the problem. An “Error” is a failure of
the software to conform in any material respect to its published end user
documentation. Error corrections, when completed, may be provided in the form of a
“temporary fix” or a “problem resolution”, including programming and operating
Revised: January 5 2007 Page 3 of 3 Life Technologies Confidential
instructions to implement the Error correction. All Error corrections are undertaken
by Life Technologies on a commercially reasonably efforts basis.


Cooperation. You agree to cooperate fully with us in our performing the Support
Services under this Addendum, including by providing us with such timely, accurate
and complete information and reasonable access to software, personnel and facilities
as we may reasonably require or request. Your delay or failure to satisfy the
foregoing shall relieve us of our obligations, and may result in additional costs to you.

Required Support. Customers with Site, Corporate, Dynamic, Network, Workgroup or
Named User Licenses for Vector NTI® Advance and Vector NTI® Express software are required to maintain enrollment in the Vector NTI® Advance and Vector NTI® Express Support Program. This requirement provides the most cost-effective way to ensure all copies of the software in an installation are on the same version at all times.


Interruptions in Service. If you do not continuously maintain your subscription to
Vector NTI® Advance and Vector NTI® Express Support, you shall be responsible to pay the fees for all periods of interruption before you may resume your participation in the Vector NTI® Advance and Vector NTI® Express Support Program.


Limitations and Exclusions. We provide technical support only to our software
product(s) that are free of any additions or modifications that (i) have not been made
by or on behalf of us, or that (ii) we have not approved of in writing. Advanced/Express
Support does not include support for the use of the Application Programming
Interfaces (APIs) in our software products. In addition, we extend Vector NTI® Advance and Vector NTI® Express Support only to the most recent version of the product(s) as used on or in the platforms and
operating environments we designated for use with the product(s). We do not provide
technical support for addressing problems with product(s) resulting from: (i) causes
other than those arising in the ordinary use, or (ii) the use of third party software,
firmware or data, or from the use of hardware, software or firmware not meeting our
minimum recommended configuration. Vector NTI® Advance and Vector NTI® Express Support does not include costs for developing or otherwise providing you with additional features, functionality or
customizations to products (such services may be purchased separately from us).
We do not warrant or guarantee any results of any services, including that we will be
able to solve any particular problem in any particular period of time. Bioinformatics
technical support scientists do not have the authority to make any such warranty or
guarantee on behalf of Life Technologies. All technical support shall be provided remotely;
on-site services, if any, made available to you shall be at our then-prevailing rates,
subject to availability. Please note: we reserve the right to limit, suspend, or
terminate your access to our technical services if, in our opinion, you abuse or
misuse the program (e.g., excessive reporting of problems not caused by our
product(s), abuse of technical support scientists, etc.). You will not be entitled to any
refund or credit for any such suspension, termination, or limitation of access.


Changes. The terms of the Vector NTI® Advance and Vector NTI® Express Support Program are subject to change based upon our current standard policies in effect. We will use our reasonable efforts to
notify you at least thirty (30) days prior to any material changes in The Vector NTI® Advance and Vector NTI® Express Support Program.