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.

 

  • Note 1 – Services are available for any supported release from the date of purchase to the Maintenance and Support expiration
  • Note 2 – Lambda Research shall replace defective or obsolete USB keys.  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 with Sentinel Hardware USB Keys. Codemeter Software Keys (TracePro 7.5 and newer) will be replaced with Codemeter Software Keys.   Evidence that the old license has been removed or deactivated is required before the replacement license is issued.
Maintenance and Support Subscription  Current   Expired (Note 1)  
Software
   Updates / Latest Release
X
   Download of Installer
X
X
   Installation CD
X
Fee required, $50 USD
Credit Card Only plus shipping
License
   Resend Current License
X
X
   USB Key Replacement (Note 2)
X
Fee Required, $700 USD, Credit Card Only
   Softkey Replacement (Note 3)
X
Fee Required,
$700 USD, Credit Card Only
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

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