Support

Who is entitled to support

Customers with a current support contract will receive regular product updates and bug fixes and have access to our hotline support services including telephone, web and email support.

Software

For any questions, problems and feature requests, contact support@lucedaphotonics.com.

You will receive an account at our support portal http://support.lucedaphotonics.com/ where you can track all your support tickets. We will assign a support agent to every ticket.

For creating or following up on tickets:

  • Either just send e-mails or reply to an existing thread at support@lucedaphotonics.com. An e-mail with a new subject will create a new ticket. A reply to an existing thread will append your reply to the ticket.
  • Or create and manage tickets from the support portal webpage.

If you and your colleagues want to see each other’s support tickets, contact us at support@lucedaphotonics.com and we’ll enable visibility of tickets across your company or institute.

Purchasing

For any purchasing questions, contact sales@lucedaphotonics.com.

Licensing

For license questions, contact support@lucedaphotonics.com.

Foundry Process Design Kits

An overview of most supported PDKs is available from our website: https://www.lucedaphotonics.com/en/foundry-pdks

Training

An overview of our upcoming trainings can be found here: https://www.lucedaphotonics.com/en/training-agenda

Troubleshooting

In case of installation failures or general failures starting or running IPKISS, we have a Diagnostics Tool which you can download from our support platform: http://support.lucedaphotonics.com/a/solutions/articles/1000275092-diagnostics-tool (note you will need to create a login at support.lucedaphotonics.com first).