Support Policy

There are two elements to the Lambda Research Support Policy:

  • Supported Software Releases
  • Maintenance and Support Subscription status

The following software releases are supported:

  • TracePro 7.2 and later
  • OSLO 6.6 and later
  • RayViz for SolidWorks 7.2 and later

Services for Supported Software releases are dependent on the status of the Maintenance and Support subscription.

 

Maintenance and Support Subscription  Current   Expired (Note 1)  
Software
   Updates / Latest Release
X
   Download of Installer
X
X
   Installer on USB Flash Drive
X
Fee required, $50 USD plus shipping
Credit Card Only
License
   Resend Current License
X
X
   USB Key Replacement (Note 2)
X
Fee Required, $700 USD plus shipping
Credit Card Only
   Softkey Replacement (Note 3)
First 3 replacements – no charge
Additional replacements:
  Fee Required, $250 USD
  Credit Card Only
Fee Required, $700 USD
Credit Card Only
(Note 4)
Technical Support
   Installation and Licensing Support
 X
 Installation Guide
   Request features
 X
   Report Bugs
X
   Submit questions – use of the software
X
User’s Manual

 

  • Note 1 – Services are available for any supported release from the date of purchase to the date of Maintenance and Support expiration.
  • Note 2 – Lambda Research shall replace defective or obsolete USB keys upon receipt.  If a USB key has been tampered in an attempt to alter or duplicate the license, it will not be replaced.
  • Note 3 – Lambda Research shall replace Software Keys in cases of a change of HostID or a deactivated softkey.  Evidence that the old license has been removed or deactivated is required before the replacement license is issued.
  • Note 4 – Sentinel Software Keys shall be replaced with Sentinel Hardware USB Keys (TracePro 7.4.3 and earlier, OSLO 6.6.5 and earlier, and TracePro Bridge for SolidWorks 7.7.1 and earlier).

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