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Technical Support for Analytica

An Analytica subscription includes free technical support for the duration of the subscription (for Analytica 5.0 or later). We are also happy to provide support as you learn Analytica with the Free 101 edition. Technical support is provided via email. Many of our customers tell us our exceptional tech support service is a dominant reason they love using Analytica.

Technical support includes help with the software, installation, and basic how-to modeling questions. The actual work of building, debugging and scaling up your own models is beyond the scope of free tech support (for that you may want to consider QuickStart or our consulting services).

  • Send your questions to support@lumina.com 
  • Include your license name
  • Include an example Analytica model to demonstrate your issue if possible.
  • Provide precise steps to reproduce the issue you have, using your model.
  • Tell us what release you are using (if not the latest).

We strive to respond to all questions within one business day. Questions arriving during out California business hours are usually attended to immediately.

Before submitting a question, you might find the following ideas helpful for finding the answer yourself:

  • Consult the Analytica Wiki.
  • Ensure that the Show Result Warnings preference is on in Analytica. (Find the Preferences... dialog on the Edit menu in Analytica).
    A high percentage of problems reported to tech support are identified and explained by warnings, which you miss if you turn off warnings.

Which release do I have?

To check which release number you have: Open Analytica, and select About Analytica from the Help menu. This dialog box shows your edition, release number, and the date of the release.

Renewing subscriptions

You can renew your subscription online or call us at 650-212-1212 or email sales@lumina.com. There is a discount on the subscription price when you renew early (before your subscription expires).

Support for pre-5.0 releases

We encourage you to keep up-to-date with the latest Analytica releases, and the many fixes and improvements that have been incorporated. Many issues have been fixed in newer releases.

However, if you are still using a legacy release for whatever reason, you can still purchase an Analytica subscription, which provides you full tech support, along with the other benefits of a subscription, including access to the newest release. 

If you have "active support" for Analytica 4.6, purchased prior to October 2017 and not yet expired, then you have been automatically transitioned into an Analytica subscription through the expiration date, and hence can make use of our free tech support. 

Consulting

Free technical support covers questions about installing and using Analytica, including all features and functions, linking to Excel and ODBC databases, and any apparent bugs. If you would like help with how to best apply Analytica to decision problems, how to structure and design models, data analysis and statistics, or how to express uncertainties, we can offer experienced consulting help or refer you to one of our accredited affiliate consultants with special expertise in your area. Please call us at 650-212-1212 or email support@lumina.com for more information.

Converting Excel into Analytica

Many users start with spreadsheet models they want to convert into Analytica. As this is a time-consuming process, even for experienced users, Lumina provides a rapid translation service. We guarantee identical results to your spreadsheet results and the translation often uncovers errors in your spreadsheets. Email your spreadsheet to support@lumina.com, and we'll send you a quote with no obligation.

Quickstart Package

Quickstart is a 4-hour package of consulting support conducted via email, phone, and web-based meeting. It is valid for use at any time during the 12 months following purchase. You can take advantage of this before you purchase Analytica for in-depth evaluation assistance, or after your purchase to assist you in creating your model. Many customers find this a valuable way to learn to use Analytica. 

To purchase, please see our order page or call us at 650-212-1212. There is a discount if you purchase Quickstart at the same time as a new license.

Speeding up your model

Most users find Analytica much faster to use than equivalent spreadsheets. When working with large models with huge sample sizes, you may need assistance to speed up your model. Analytica Enterprise includes a Performance Profiler library to identify which variables or functions take the most time or memory to evaluate. The Profiler helps you figure out where to spend your effort to speed up your model or use less memory.

If you're stumped, our Analytica experts can help you find ways to speed up a model, often by large factors. We won't charge you if we don't find a speed-up of at least 30%. Please call us at 650-212-1212 or email us at support@lumina.com.