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Lahey Support Policies

Technical Support Services

Lahey provides free technical support (support@lahey.com) to registered users of current product releases. Free support will continue to be available for a previous version of a product for the 60 days following the release of a newer version. This support includes assistance in the use of our software and in investigating bug reports. It does not include tutoring in how to program in Fortran or how to use any host operating system.

The registered owner/user of the product is the only individual eligible to receive technical support. This is true of site and floating licenses as well. These licenses include one point of contact for technical support. Users of site or floating licenses must contact the registered owner with all questions. The registered owner can then contact Lahey technical support if they do not know the answer.

While technical support is limited to the registered owner of a current release, other resources are available. See Lahey Forum and Documentation

How Lahey Fixes Bugs

Lahey’s technical support goal is to make sure you can create working executables using Lahey Fortran. Towards this end, Lahey maintains a bug reporting and prioritized resolution system. We give a bug a priority based on its severity.

The definition of any bug's severity is determined by whether it directly affects your ability to build and execute a program. If a bug keeps you from being able to build or execute your program, it receives the highest priority. If you report a bug that does not keep you from creating a working program, it receives a lower priority. Also, if Lahey can provide a workaround to the bug, it receives a lower priority. Product suggestions are not considered bugs.

If a registered owner of Lahey Fortran reports a bug in the current version (or in the previous version within 60 days following release of the current version), and that bug is verified by Lahey, the bug fix will be made available as a patch or as a free update (at Lahey's discretion) to the current version of the product containing the bug fix.

Any bug that is reported by any user will be investigated by Lahey using the current version of the product.

In recognizing that problems sometimes occur in changing software versions, Lahey allows you to revert to an earlier version of the software until Lahey resolves the problem.

Technical Support Policy

To expedite support services, we prefer to process queries via e-mail. E-mail communications receive higher priority service because of the speed that it allows us to communicate and the level of detail that can be provided quickly. We realize that when you have a problem you want help as fast as possible. The best way to ensure optimum response is to provide the following information with your problem.

  • Registered user name
  • Registered serial number
  • Product title and version (for example LF95 v5.5)
  • Patch level (for example h patch)
  • Operating system (for example Windows 98 or Redhat Linux v6.0)
  • A short source code example
  • This will allow us to reproduce the problem. Please make sure the source code is as short as possible to allow us to analyze your issue quickly. Attach the source code file to your e-mail to support@lahey.com.
  • Third-party products used
  • If you are using an add-on library (such as Winteracter) or productivity tool (such as Visual Analyzer), provide the name and version of this product. If your application is mixed-language (such as Fortran and Visual Basic), provide the name and version of the non-Fortran language system.
  • System environment settings

To save your environment variables in a text file, go to a command prompt and redirect the output of the SET command to a file:

     SET > SETCMD.OUT

Attach the SETCMD.OUT file to your e-mail to support@lahey.com.
  • Step-by-step problem description
    1. Tell us the sequence of commands or buttons used that lead up to the problem occurring. Remember, if we can't reproduce it, we can't fix it for you.
    2. Compiler, linker, or Make/Automake messages.

      3. While simply typing the complete error message is always an option, you can save extensive messages to a text file to send to us, if that is easier. To save the messages as a text file, from the command line redirect the command output as in the following example:

      your_command_line > CMD.OUT

      Attach the CMD.OUT file to your e-mail to support@lahey.com. If you are using the ED editor, run your compile command and attach the ERRS.* file of the working directory to your e-mail to support@lahey.com

    3. Exact text of error message or Window message box.

Support is provided free to solve problems with our products, and to answer questions on how to use Lahey products. Support personnel are not available to teach programming, debug programs, or answer questions about the use of non-Lahey products or tools (such as MS Windows, MS Visual Basic, etc.). These services are provided on a paid consulting basis.

Lahey Warranties

Lahey's 30 Day Money Back Guarantee

Lahey agrees to unconditionally refund to the purchaser the entire purchase price of the product (including shipping charges up to a maximum of $10.00) within 30 days of the original purchase date.

All refunds require a Lahey Returned Materials Authorization (RMA) number. Lahey must receive the returned product within 15 days of assigning you an RMA number. If you purchased your Lahey product through a software dealer, the return must be negotiated through that dealer.

Lahey's Extended Warranty

Lahey agrees to refund to the purchaser the entire purchase price of the product (including shipping charges up to a maximum of $10.00) at any time subject to the conditions stated below.
The person requesting the refund must be the registered user. All refunds require a Lahey Returned Materials Authorization (RMA) number. Lahey must receive the returned product within 15 days of assigning you an RMA number.
You may return a Lahey Fortran Language System if:

  • It is determined not to be a full implementation of the Fortran Standard and Lahey does not fix the deviation from the standard within 60 days of your report.
  • Lahey fails to fix a bug with the highest priority within 60 days of verifying your report.
  • All returns following the original 60 days of ownership are subject to Lahey’s discretion. If Lahey has provided you with a source code workaround, a compiler patch, a new library, or a reassembled compiler within 60 days of verifying your bug report, the problem is considered by Lahey to be solved and no product return and refund is considered justified.