Photon Design logoPhoton Design
LinkedIn Contact

Support

All our products come with 12 month free technical support and updates. We are happy to help our customers with any problems and do try our best to sort out any problems in our products as soon as possible

You are also welcome to call us on +44 1865 324990 but in practice we find that most support problems require us to see your project files so you may end up having to email us anyway, therefore please fill in the form below.

When you submit a query to our support service, it is important to be as clear and unambiguous as possible. This will eventually save you time. If we misunderstand your question we may indeed answer the wrong question.

We are looking forward to hearing from you!

Which product do you require support for?

You can find your licence number inside your software heading to the top of the window for ‘Help’ then ‘about’. Your licence number will look something like PDFIMM10-1234

Copies of all data files required to reproduce the problem. Remember to send material database files if needed.

Clear and simple step-by-step instructions on how to reproduce your problem. And your comments on why you think the results are wrong.

Here is an example query:

  1. Open mystrangedevice.prj file
  2. Open the device in project-node /Project1/device1
  3. Click on the S-matrix button, and wait for calculation to complete
  4. Look at the LR(1,2) amplitude and compare with the RL(2,1) amplitude - they are different.

Comment: scattering matrix should be symmetric.

Lease & Maintenance Policy

All Leases contain Technical Support for entire duration of the lease. Lease renewal will include free updates and unlimited access to our Technical Support services (within reason).

For Perpetual Licenses, Technical Support is obtained through a Maintenance contract which is usually renewed annually. Renewal will include free updates.

Maintenance Rates:
The standard maintenance rate is 20% of the replacement value of a perpetual license (per year). For products that are receiving lower levels of development this rate may be reduced to somewhere in the range 10%-15% depending on the level of development. Please enquire for the exact rates for your license.