Our mission
We’re grateful that genetics professionals worldwide use Franklin to improve patient care and advance understanding of the human genome.
Scope of support for the free tier
We provide limited, best-effort help for:
Access & login issues (account access, password resets)
Critical software issues that block basic use of Franklin
What counts as “critical”?
Issues that prevent essential actions, for example:
The service is unavailable, or a core page won’t load
A platform defect risks data integrity or security
Out of scope for free tier
General how-to guidance or training
Upload & pipeline troubleshooting
Variant interpretation or case review
Performance tuning, integrations, or prioritized feature work
Support is best-effort with no guaranteed SLA. We prioritize critical issues and aim to resolve them as quickly as possible.
How to get help
Email [email protected] with:
Your Franklin username
A short description, steps to reproduce, screenshots, and relevant links
Need broader support?
If you need training, troubleshooting, processing from FASTQ, or guaranteed response times, please contact us about a paid plan.