NAG Technical Support Service

First line technical support
Reliable and timely problem resolution

A vital part of our ethos is our Technical Support Service - we aim to make sure that, from day one, users gain maximum benefit from the investment they have made in our latest products and services. NAG Technical Support has, based on overwhelmingly positive feedback from users, earned an enviable reputation for the reliability and timeliness of problem resolution.

Contacting NAG Technical Support

When contacting the technical support desk please provide the following information, as a minimum, to enable us to deal with your support request in an efficient and timely manner.

  • NAG customer reference number or organization name and address
  • NAG Product name and version (for example - C Library Mark 26)
  • NAG Product code (for example - CLW6I26DEL)

If you are contacting us about a usage problem or product bug we will happily receive any form of report. We do not require any formal structure for such a message. Naturally though, the more concise and direct the information you provide the easier it will be for us to get to the nub of your issue. In addition to the information above, please try to:

  • Include the name of your operating system and whether it is 32- or 64-bit
  • Describe the circumstances (e.g. compiler invocation and switches, linking options, any libraries involved) under which the issue arises - if it is occurring during command-line operation then including the precise sequence of commands for triggering the issue, which we could easily copy and paste to recreate on one of our own systems, will be appreciated
  • Attach any code that is needed to demonstrate the problem. The more directly this shows the issue the more useful it will be to us. If the issue relies on certain input data, please give us the data. If you are reporting a suspected bug in a compiler or library, it's helpful if you can make your code as small as possible; however, ultimately we will accept responsibility for reducing a large piece of code down to a direct trigger for the problem in question, so please feel free to pass any code 'as is' if you wish and leave the rest of the work to us

As a general rule it is far better if you can give us a complete program and any required data or other modules, rather than giving us code snippets, or general descriptions of problems, which might lead us into misunderstanding the exact nature of an issue. We do appreciate that sometimes you may be constrained in what you can send us, so even if you can't meet all the criteria discussed above, we want to hear about it!

Technical Support Key Features
  • Fast access to our team of domain specialists and developers who have many years of technical experience developing numerical code.
  • Timely resolution of user problems.
  • New product updates - offering enhanced functionality and performance.
  • Maintenance releases - correcting known issues and providing revised documentation materials.
  • Maintained Known Issues for the NAG Fortran Library, Known Issues for the NAG C Library and Known Issues for the NAG Library for .NET documents to reflect all reported and resolved issues that affect various releases of the NAG Library. Providing workarounds wherever possible.
  • Advice on a wide range of areas including:
    • the best NAG functionality for user application needs
    • product availability for specific operating systems/compilers
    • product installation
    • wide range of documentation and technical reports
  • Provision of appropriate replacement licences should you need to replace/transfer your NAG product to another platform of the same type.

Each request for support is logged with a unique reference number to help track each query until completion. Each enquiry is acknowledged and passed on to an expert in that area who will fully investigate the problem and provide, wherever possible, a speedy response to the issue. In some instances, due to the nature of some enquiries, it is not possible to provide a definitive response in the short term, so any outstanding enquiries are regularly reviewed to ensure that you get the support you require. Support enquiries are regularly analysed to better understand how we can improve and develop our products and services.

 

Technical Support Customer Service Centers

Europe & Rest of the World
Numerical Algorithms Group Ltd
Wilkinson House, Jordan Hill Road, Oxford , OX2 8DR, UK.
Tel: +44 (0)1865 311744
Email: support@nag.co.uk

North America
Numerical Algorithms Group Inc
801 Warrenville Road, Suite 185, Lisle IL 60532 - 4332, USA.
Tel: +1 630 971 2337
Email : support@nag.com

Japan
Nihon Numerical Algorithms Group KK
Hatchobori Frontier Building 2F, 4-9-9 Hatchobori, Chuo-ku, Tokyo 104-0032, JAPAN.
Tel: +81 3 5542 6311
Email: naghelp@nag-j.co.jp

Hours of Business

Our core business days are Monday through Friday and our UK and US based offices provide support to cover respective public holidays. It is possible that support calls will be picked up outside of the core hours.

UK, Europe & Rest of the World
08:30 to 17:00 (UTC) (During Daylight saving time the time zone will change to UTC +1:00)

North America
08:30 to 17:00 CST (UTC -8:00) (During Daylight saving time the time zone will change to UTC – 7:00)

Japan
09:00 to 17:00 JST (UTC +9 hours)