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.

If you don’t already have one, you can ask for an account for our customer portal https://www.lucedaphotonics.com/my/home 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/ipkiss-pdks

If your favourite foundry is not in the list, contact us at support@lucedaphotonics.com and chances are high we can add it for you.
For any Luceda PDK specific support questions, use our regular support channel support@lucedaphotonics.com

Training

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

Troubleshooting

In case of installation failures or general failures starting or running Luceda software, we have a Diagnostics Tool.