Welcome to the Thunderhead Support site which provides the following resources for PyroSim and Pathfinder users.
For more specific product support visit:
This following sections detail general Support options available to Trial and Commercial License holders.
Thunderhead Engineering will provide technical support to help you install and run our software.
Technical support questions are related to the use of our software and include the following:
Note that the scope of our product technical support does NOT include the following:
Support questions for PyroSim and Pathfinder should be submitted to firstname.lastname@example.org.
Support questions for PetraSim should be submitted to email@example.com.
Please allow up to 2 business days for us to respond to your support requests and ensure that your support request falls within the scope detailed above.
Modeling is the application of our software to solve specific problems. If users ask questions related to modeling, we may provide a limited response, but many times we may judge such questions as beyond our responsibility or knowledge.
Thunderhead Engineering does not provide detailed support for external software, such as the Fire Dynamics Simulator (FDS) or TOUGH.
Thunderhead Engineering does not provide professional fire protection design services and does not provide guidance on regulatory requirements.
Each program we sell has a Support Resources web page, videos demonstrating software use, and user forums.
In addition, we can work with you individually either through a live web meeting or troubleshooting services to help model preparation.
Live web meeting where a Thunderhead instructor works through questions that you might still have, or demonstrates features related to your specific needs.
We can help review and trouble-shoot models if your model doesn’t work or you are trying something new.
Thunderhead Engineering developers and active community members ask and answer questions on our public forums.