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Customer Support

Global Customer Support Group (CSG)

Scientific and technical support is provided to all customers on standard (i.e. industrial) support or maintenance contracts. In addition, support is free for all OpenEye Scientific Software evaluation licensees. OpenEye has globally distributed support teams staffed by expert scientists who are dedicated to helping customers with their scientific and technical needs. From onboarding to using the software, OpenEye’s customer support group (CSG) ensures you get maximum benefit from the use of OpenEye’s software in your drug discovery projects.

Scientific Liaisons

OpenEye’s CSG offers scientific liaison services to Orion customers that require additional scientific support. A dedicated scientific liaison can help support your organizations scientific and technical needs, expediting your drug discovery process and overall efficiency. To find out more, please contact your account manager.

Scientific Integration

OpenEye’s CSG includes a scientific integration team of skilled computational chemistry software developers who are dedicated to delivering custom functionalities and ensuring seamless integration for our clients. This includes tailoring Orion functionalities and integrating both third-party and in-house software solutions.

Academic License Support

Support is not included with an academic license. OpenEye will review any reported issues, enhancement requests, or usage questions at its discretion and availability, and provide a response if feasible. If you would like to explore options for a paid academic license that includes support, please consider filling out our commercial inquiry form.

Hear from our customers

“I’ve found OpenEye to be incredibly responsive. So, if we have ideas for other things… we have a conversation with OpenEye [Customer Support], and in most cases, the capabilities that we need are delivered…” 

Pat Walters, Chief Data Officer, Relay Therapeutics. Author Practical Cheminformatics.  

Contact OpenEye Support

Email: support@eyesopen.com

When contacting OpenEye Support, please have the following information available to provide:

  1. Name and version of the product being used
  2. Operating system or platform being run on
  3. Description of the issue
    • Steps to reproduce (include input and output files, if possible)
    • What you expected to happen
    • What happened instead

Application vs. Toolkit platforms: Compiler support

For products which are C++ toolkits, the compiler is an important aspect of the platform. Typically the compiler used by the customer must correspond precisely with the compiler used to build the toolkit. As with application platform support, the goals remain the same: to effectively support software users in a dependable way, balancing commercial and technical issues.

Similarly, toolkits wrapped for use with Python, Java, or other languages will require specificity in the installed development environment.

Due to the use of C++, and the lack or instability of a standardized C++ ABIs on many operating systems, versions of the toolkits are provided for different compilers, and even different compiler versions. Typically, toolkits are available for the system's native C++ compiler, and also for a more current GNU g++ version.

>SUPPORTED PLATFORMS

OpenEye Software Bug Report

To report a bug, please contact OpenEye Support at support@eyesopen.com

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