Academic Product Support Policy
ANSYS provides the following technical support solutions for ANSYS Academic Product users:
- ANSYS Student Community — Public online forum for the benefit of ANSYS Academic users to share ideas and discuss topics that are of interest to the ANSYS Academic user base.
- Support Resources Webpage — Repository of product installation and configuration guides and videos, introductory level product tutorial videos, best practices and FAQs. Intended for students but available to any academic product user.
- ANSYS Customer Portal — Repository of product tutorials, product documentation and technical support knowledgebase. Users can submit Technical Support Requests and interact with our technical support engineers via the ANSYS Customer Portal Support Request process.
- ANSYS Learning Hub — A subscription-based platform giving easy access to self-paced courses, instructor-moderated learning rooms and a wealth of online training and learning material.
The following table summarizes the support available for each academic user type:
|Academic User Type||Free ANSYS Student Product Download||Support Resources Webpage||ANSYS Student Community||ANSYS Customer Portal2||Technical Support Requests (SRs)||Academic Teaching, Research and Associate Product Download|
|Faculty and Staff1||YES||YES||YES||YES||YES3||YES|
1 Faculty and staff — Full-time employees of an academic organization, including professors (research or teaching), course lecturers, post-doctoral researchers and IT administrators.
2 The ANSYS Customer Portal is available to academic customer sites that have a current ANSYS Academic Teaching, Research or Associate product license. Faculty and staff are invited to register on the ANSYS Customer Portal. The ANSYS Customer Portal is NOT available to students.
3 If you purchased your ANSYS Academic products from an ANSYS Channel Partner, then you will not be able to submit Online Technical Support Requests. Instead please contact your ANSYS Channel Partner directly for technical support.
Scope of Academic Technical Support Requests
Support requests include the following:
- Assistance for academic product release versions that fall within our Prior Release Support Policy, which is the current release plus two prior releases.
- Assistance with downloading and providing guidance on installing ANSYS Academic software on ANSYS supported platforms and hardware.
- Investigation of problems caused by software defects and limitations, and advice on solving or working around them.
- General advice on model limitations and expected accuracy.
- General help in interpreting information in the documentation and online resources.
Support requests DO NOT include the following:
- Technical support for the ANSYS Academic Student product.
- Technical support for research in pursuit of a degree qualification (undergraduate or postgraduate).
- Understanding your workflows and system-level requirements and learning how ANSYS simulation technology can be most effectively utilized.
- Advice on how best to apply the ANSYS Academic products to your specific application.
- Delivery of completed geometry and meshes for your models.
- Delivery of converged solutions for your models.
- Writing and/or debugging scripts, user coding or functions to extend or customize the standard products, including the usage of the ANSYS Customization Suite.
- Advice on interpretation of results.
- Advice on project planning, such as time scales, hardware requirements, etc.
- Troubleshooting issues related to convergence and accuracy of solutions obtained through custom coding or functions.
- Setting up or troubleshooting issues associated with your computer hardware configuration and third party (non-ANSYS, Inc.) software.
- Phone or web/video conferencing support.
Please note: technical support requests do not currently cover ANSYS Academic RedHawk and Academic PowerArtist products. Technical support for these products is only available via the Apache Design, Inc., academic support email alias: firstname.lastname@example.org. Support requests submitted to this email alias will be reviewed on a case-by-case basis, but are limited to the following products and product capabilities:
ANSYS Academic RedHawk:
- Setting up and running the software
- Voltage drop analysis
- Static analysis flow — setup for static IR analysis and static voltage drop debug
- Dynamic analysis flow — setup for dynamic voltage drop analysis and dynamic voltage drop debug
- Using Tcl commands
ANSYS Academic PowerArtist:
- Setting up and running the software
- Performing an RTL power analysis — identifying hot spots
- Finding bugs in the TRL — examining power wastage and exploring power saving opportunities
ANSYS reserves the right to decline technical support to academic customers seeking frequent technical support (i.e., overuse of our technical support). Please allow us a reasonable amount of time to respond to your support requests and ensure that your support request falls within the scope detailed above.