Support
For customers using Ansys Optics, LightBridge provides technical support that keeps the products usable in real work: from installation and license configuration to operating the products, setting analysis conditions, isolating errors and answering questions about product specifications.
Who support is for
Technical support is provided to customers using Ansys Optics products through LightBridge. What is available differs by contract, so please ask if you are unsure.
Technical support is help with getting the product working correctly. Building analysis models on your behalf, devising a new analysis approach, or running large parameter studies are not included. Please discuss those as Design and Simulation Services.
What is covered
We address how to use the product and how to isolate a symptom you are seeing. From confirming documented features and specifications to establishing analysis conditions, we focus on the places where real work tends to get stuck.
Questions on installation steps, license server configuration, activation and setting up the compute environment.
Questions on settings, operation and workflow steps for each product.
Establishing analysis conditions, boundary conditions, mesh, monitors and similar settings, in light of the assumptions of the analysis.
Isolating the cause of error messages or unexpected behavior while confirming the steps to reproduce it.
Guidance on the display and content of results, and on how to check convergence.
Answers on how documented features and specifications should be read.
How technical support works
Contact us with the product, version and symptom. Depending on the case, we will check the steps to reproduce it and your data, and reply.
Send it to the support desk with the product, version and symptom.
Where needed we confirm the steps to reproduce it and the model data, and isolate the symptom.
We reply and, where needed, follow up toward a resolution.
Before you contact us
You do not need all of it. Tell us what you can and we will ask for whatever else is needed.
Where the line falls
Questions about how to use the product are handled by technical support. Technical work that advances your project itself is handled separately, as Design and Simulation Services.
| Item | Technical Support | Design and Simulation Services |
|---|---|---|
| Purpose | To get the product working correctly | To advance the design or analysis problem itself |
| What it mainly covers | How to use the product, settings, isolating errors, and confirming documented features and specifications | Building analysis models, choosing analysis methods, parameter studies, evaluating results, and considering design improvements |
| How it works | An answer to your question, with follow-up where needed | The approach is designed case by case, once the purpose and scope are established |
| How it is requested | Provided under your contract | Quoted case by case according to content and scale |
Available alongside this
Let us know the product, version and symptom, and an engineer will get back to you. Pre-purchase enquiries are welcome too.