Lighting Analysts is extremely proud of our 36+ years of service to the lighting industry and will make every effort to provide you with expert and personal assistance. However, as you might imagine, there are times when it becomes impossible to support past software products due to changes in operating environments and program functionality. The following tables provide guidelines as to the level of technical support you may expect for a given product and version.
Please understand that our staff is trained to provide procedural and technical support in the use of our software. We reserve the right to offer luminaire photometric advice at our discretion while lighting design assistance, interpreting standards and making lighting design recommendations is generally beyond the scope of our services.
| Support Level | Description |
Fully Supported | We will make every effort to assist you with problems within our control. Subscription licensing provides telephone access and first response (Tier 1) helpdesk and email support for subscription products. |
Limited Support | Support for non-subscription clients is limited to helpdesk tickets (best) or email contact. Assistance is limited to known issues with established work-arounds. We are unable to provide assistance for system level issues. |
Support Unavailable | Installation keys are provided. We are unable to provide technical assistance on any level. |
Obsolete | Installation keys are no longer provided. We are unable to provide technical assistance on any level. |
| Program | Version | Support Level |
| AGi32 subscription | 19 | |
| AGi32 | 18 - 17 | |
| 16 (support will discontinue on Dec. 31, 2021) | ||
| AGi32 | 14 - 15 | |
| AGi32 | < 14 |  |
| ElumTools subscription | 2021 - 2019 | |
| ElumTools | 2018 - 2016 | |
| ElumTools | 2015 - 2012 |  |
| Photometric Toolbox subscription | 2.9 | |
| Photometric Toolbox subscription (you have a free upgrade waiting) | 2.8 - 2.1 | |
| Photometric Toolbox | 2.0 (will become obsolete on Dec. 31, 2021) | |
| Photometric Toolbox | < 2.0 |  |
| Photometric Power Tools subscription | All versions |  |
Licaso | All versions |  |
LAI Network Service | All versions | |
| Condition | Issue |
| Virtualization | Virtualization and non-standard operating environments such as Citrix, VMware, Apple (Boot Camp, Parallels, Fusion) can present real and sometimes insurmountable challenges. Support is severely limited. |
| Network Connectivity | Please understand we cannot troubleshoot Network connection issues. Individual networks can be quite different and we have no way to model users’ specific configurations. |
| Operating Systems Supported | Windows 10 (recommended) or 8 Microsoft is ended support for Windows 7 on 14-JAN-2020. Since that date, assistance for Windows 7 installations is limited to known issues with established solutions. |