Support Board
Date/Time: Wed, 25 Dec 2024 04:51:03 +0000
[Locked] - Support Policies
View Count: 980
| [2015-11-06 04:06:27] |
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1. Please understand we do not provide programming help. We have to focus our time on our own development for Sierra Chart which benefits all users. If we see something simple to answer, we will answer it. If we see something important that needs to be added to the documentation we will do that. If we see a critical improvement that needs to be done in Sierra Chart, we will do that. Otherwise, we will not respond. There is no way we can keep up with all of the programming help questions that we are seeing. They will be marked as a User Discussion if we will not be responding to them. 2. Please use Sierra Chart support only when necessary. 3. We also do not provide Spreadsheet or Alert formula help. Those requests will regularly be marked as a User Discussion. In order for us to continue to provide a quality level of support, it is necessary that we cannot be overburdened with unnecessary questions when the user can easily find them in the documentation. Please use our documentation: http://www.sierrachart.com/index.php?page=doc/doc_Contents.php Typically what we do is refer users to the documentation. We make sure the documentation is up-to-date and accurate. It is updated daily. While we do our best with support, and generally our support is well regarded by most, supporting Sierra Chart is very difficult. Especially when we are burdened with loads of external problems which we have no control over and we have to take the time to explain what the problem is. It is this area which is extremely burdensome to us and takes away a lot of time from our development. When there are external data problems, when users have questions surrounding data access due to exchange fees, we cannot change the situation and we can only explain what it is and it is very tiresome to us to handle these requests over and over and over again. We also want to express a problem with support, that users probably are not aware of. If someone posts a question for us, they expect a prompt answer. We try to get to these questions as soon as possible. However, this takes away time from the development of Sierra Chart and other things. If we start giving support a lower priority, we will start to receive complaints but more importantly, what starts to happen is the support questions start to accumulate and go unanswered to a point where they can never be answered. So the end result is a lower priority task, in this case many support questions, ends up taking precedence over very high priority important development for Sierra Chart. It is for this reason, that we want a support request to be clear and concise and to the point, and once we are finished with it, we do not want to spend further time on it with any unnecessary and irrelevant communication. Now if there is a reason for additional information and a significant amount of communication, then that is fine and appropriate where necessary. And it is important not to bombard us with information, questions, screenshots and videos because that is not taken well. We will ask for what we need which generally is not much. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2015-11-06 07:39:05
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