Customer Support

The Golden Helix Support Team is here to help you succeed. Our top priority is to make sure that the Golden Helix software is installed and working properly on your computer and that you have the tools you need to complete your research. Whether you need help importing your data, suspect a bug in the program, or if you need to find a technical paper referenced in the software, the experts at Golden Helix will have the answer you need. We are committed to providing you with the resources you need to complete your analysis.

If you need assistance with the design and execution of your research project, the Golden Helix analytical services division is available to help. Please contact one of our representatives to learn more about our services offerings.

Support Resources

Our 2 SNPs® Golden Helix Blog

The Golden Helix blog is an excellent resource for information on how to use the software as well as current recommended workflows. Our support team publishes blog articles for common questions posed by our customers as well as through trying out our software. From experimental design to selecting a GPU for hardware accelerated analysis, the blog is a great resource for customer support.
» Visit Our 2 SNPs®

SVS Manual

The SVS manual is updated with every major release and contains up-to-date information on all features in the software as well as screenshots and formulas used for analysis. The manual is a comprehensive resource for learning about all of the features in SVS.
» Dive into the manual

Tutorials

With every major release if a major step in a tutorial has changed or the dialog window has changed, the tutorials are updated to provide the current recommendations for settings and analysis. Tutorials are not only a great resource for learning how to use SVS, but also to learn how features have been expanded and updated to reflect current customer needs and requests.
» See available tutorials

One-on-One Web-Based Training

Personal web meetings are conducted using the telephone or VOiP and your favorite web browser. This format enables us to turn the presentation over to you so you can show us what is happening on your computer screen (with your permission of course). This allows us to safely guide you through analyses on your own datasets without having to exchange any files.
» Request a personal web meeting by emailing us

Platform-Specific Information

Affymetrix Support

For support for Affymetrix users, click here.

Illumina Support

For support for Illumina users, click here. Also please consider contacting the Golden Helix analytical services division for advice specific to the complications that arise from Illumina data.

Combining Data from Multiple Sources

This difficult task has many complexities. For assistance or information on how to do this properly, please contact the Golden Helix analytical services division. This includes matching strands and/or strand flipping procedures.

Contact Customer Support

Our support hours are Monday through Friday 9:00am through 5:00pm Mountain Time. Email technical support requests are usually responded to the same business day, and in most cases within a couple of hours.

We request that you provide your license ID when you contact support together with explicit details of the request at a minimum. The more thorough the details of the question or problem the easier it will be to provide an answer in a timely manner.

To contact customer support:

Email: support@goldenhelix.com
Phone: +1 (406) 585-8137
Toll Free: +1 (888) 589-4629

Name:
Email:

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