Communication

Receiving fast responses from providers is a very key factor in clients' decision to move forward with new or repeat projects. We require service providers to respond to all requests and client questions no later than two business days, even if the response is to tell a client more time is needed to answer a question.

All written communication must happen via the Genohub project page, and not by email. Communication and data stored on a Genohub project are meant to be a single, all inclusive reference source for the client, provider and Genohub. Please refrain from encouraging clients to contact you directly via email.

Phone calls between the service provider and client are permitted and sometimes even encouraged. After a phone call is complete the provider must update the project notes with a summary of project details to ensure all parties are on the same page.

Starting a project

Work on a project should not begin until you have received a Genohub Purchase Order. Once you have received a Genohub Purchase Order, that's your indication that payment upon successful completion of the project is guaranteed.

Samples and Library Submission Sheet

To ensure a consistent and uniform experience for clients across all their Genohub projects we require that they fill out and upload our standard Sample and Library Submission Sheet whenever they ship samples (including tissue and nucleic acid samples) or pre-constructed libraries. Unless there is specific information that is not covered by this sheet, please refrain from asking the client to fill out additional forms, spreadsheets, etc.

Project Status Updates

It's the responsibility of the service provider to update the status of a project to Started after the provider obtains both:

1. Genohub purchase order
2. Client's input material (e.g. samples, libraries or data)

When all work on a project is complete and data has been uploaded onto the Genohub Project Bucket, providers must set the status of the project to Results Delivered. This indicates that the project is complete, it meets or exceeds guarantees described in the quotation and no additional library prep, sequencing or data analysis needs to be performed.

Data Transfer

All sequencing data must be transferred using the Genohub Project Bucket that is specifically allocated for the project. Client are given up to three months of unlimited storage and data transfer using a Genohub Project Bucket. Data management and retention policies are administered by Genohub.

Turnaround Time

Providers confirm a guaranteed turnaround time (TAT) for all Genohub Projects. If the actual TAT exceeds the guaranteed TAT, the client may request to be refunded a missed TAT penalty of up to 25% of the total project size. Example scenarios and the complete turnaround time policy can be found in our Genohub Project Policies.

In some cases missing a turnaround guarantee is unavoidable. The provider should let the client know as soon as it becomes clear a project is running late and the reason why results may not be delivered on time. Clients that are informed early can prepare for the anticipated delay and are appreciative of the notice.

Accuracy of Quotes and Service Listings

It's the responsibility of the provider to routinely maintain their service listings with accurate and updated pricing. Providers must verify that each quote is accurate and meets the project specifications before confirming and submitting it.