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Direct MessagesDate/Time: Sat, 27 Apr 2024 00:34:56 +0000
[User Discussion] - About 'Upcoming Support Policy'
View Count: 841
| [2019-01-20 00:44:23] |
| User541156 - Posts: 67 |
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Although it would be 50 cents or a dollar, but I think it will be very discouraging to new users. And you are not even going to make much money out of it anyway. Terrible ROI. I am surprised this forum has zero moderators or helpers. All large communities have those, infact most just run on back of those. I understand that volume has reached point of insanity but that is also because every support request is answered by engineers. May be have a look at implementing simple barter and reward system on the support forum. Encourage users to answer other users. So many questions are just how do I change this color or how do I resize that. Is it possible to do this or not .... And pay 1-2 dollar credit per answer (depending on complexity of question answered?) which gets flagged as "approved by sierra support" by a simple click on your end. User can then use that credit to get usage time or data feed from sierra. It will take 30ish answers... almost once per day for users to get enough sierra usage time for pkg5. Imagine 4-5 users motivated enough to do that. That should be enough to take the load off you guys ... Just a suggestion. |
| [2019-01-20 00:55:59] |
| User541156 - Posts: 67 |
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Idea can be refined further ofcourse. But I guess it is worth considering. |
| [2019-01-20 01:39:51] |
| Kiwi - Posts: 374 |
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Wow. OK. I didn't see that coming. If you implement this can you add a message category like [Unpaid] or [FREE] Years ago I stopped responding to support requests on the board at your request (it is confusing to have ideas coming from multiple sources). Now that I've stopped I probably won't restart as I throw my free time at supporting the MITx Python courses and don't do much SC development now. If you implement this policy it would seem customer friendly to add a category making it a clear user choice (maybe it should be the default and the user should select [PAID] if they want to pay for SC engineering support). Perhaps when the post is made the user can have a menu item to choose paid support or some kind of best efforts (other users if they are so inclined or even engineering in some cases). Date Time Of Last Edit: 2019-01-20 01:43:03
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| [2019-01-20 02:03:01] |
| User19165 - Posts: 346 |
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SC will need to make it very clear when a support request is to be charged. They cannot just go about charging random amounts to random support queries (from the users point of view). Even if this is not illegal, it is certainly unethical and immoral. Absolutely must implement something like Kiwi mentions above. It has to be a clear user choice. |
| [2019-01-20 02:48:43] |
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It is a mistake to leave support to our users for the most part because we find that the quality is not as good at least in some cases. And sometimes you are not aware of of the reason for certain problems like we are. And it is also very valuable for us to be intimately involved with support because we basically analyze in every case, how we can do better. Are there features that need to be added, does documentation need to be updated, is something just not designed well and has to be changed. These evaluations go on continuously. And you also do not realize that support involves 2 people and drafts are prepared, and reviewed to ensure technical accuracy. And also our hope is that we can begin to provide more support, by including a cost for support requests which currently are not being responded to because they are falling outside of the scope of our support based on the pricing of Sierra Chart and what the user is paying. And if you want a response from us, you would have to check a box expressing an understanding that there would be a small token cost for that or it could be more in the case of something like programming help but discounted substantially because it is in a public forum. And the cost would be expressed but of course it does not mean that you can ask 100 questions within a single support request and think you can get an answer to all of them. These are the things that would be clearly explained. And hardly what we are doing would be considered unethical or immoral. Please do not talk to us about that. It is the exchanges which are engaging in immoral behavior due to their monopolies and their market data policies. Anyway, we can see there are a lot of questions here and incorrect and irrational conclusions being drawn so we are going to hide the thread about this policy until it is clearly defined. But something must change. There are some users, getting an inordinate amount of support worth hundreds of dollars for 10 dollars a month. And this is just not right. And it is a detriment to the user base. And we are also providing support to the exchanges, and putting up with all kinds of external service issues which we do not have control over. And the customers who are getting Sierra Chart through a broker at a discounted price, simply have to pay more. It is not fair to those who have direct paid accounts. 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: 2019-01-20 10:28:05
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| [2019-01-20 08:47:04] |
| User541156 - Posts: 67 |
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Yes, something must change. And it is definitely not unethical. A reasonable cost for support request wouldn't hurt. MD Platform cost 199/m because of number bars + chat support, now that pricing can be considered unethical. Not Sierra's |
| [2019-01-20 19:01:15] |
| User901353 - Posts: 26 |
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I think that most questions to support have been answered and posted. Or the answer is likely in the documentation. For other questions I think a reasonable price is a good idea. I think that it is also reasonable that if we pay for support we would get a response acknowledging that support has received / read the question and will respond. This is a great product! |
| [2019-01-22 16:30:58] |
| Xfanman1 - Posts: 320 |
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I suggest splitting the forum into a distinct/tabbed User Discussion area separate from the SC Support/Engineering team area. I try to help as much as I can and my knowledge allows, often to have one of the engineering staff follow my response with the exact same link/response that I shared earlier. I don't wish to step on the support teams toes and separating the forum areas might foster more conversation between your users. If a customer wants/needs an "Official" support answer (reporting a bug, requesting new features, account issues etc), they post to the Engineering team area, if they are looking for something more mundane that literally hundreds of us could help them with, they can ask on the User Discussion side. If they can't get what they need there THEN go to the official side. You could also move posts to one area or another as you do now when you mark something User Discussion but doing so would be much faster than actually answering where to find a certain Menu Item, as an example. As it stands now, I think many of us just lurk in the background because of the frustration that often gets expressed on this board by some on the Engineering Team and for fear of "Poking the Bear" as it were. Many new users also don't have any idea how the forum works and many of my trading friends that I've turned on to Sierra Chart read some of the responses posted in frustration by the support team and then are afraid to ask legitimate questions when the need arises. Establishing clear areas on the board might alleviate some the "Newbie" questions you deal with every day by your highly skilled team that have much better things to do. I'd also like to re-request a simple way to Batch Mark As Read posts that I have no interest in opening and viewing. It's a PITA to open every post just to show it marked as read. -- Thanks much....Scott Date Time Of Last Edit: 2019-01-22 16:38:07
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| [2019-01-22 17:58:11] |
| User75002 - Posts: 117 |
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I agree with everything Xfanman said, including the ability to bulk mark threads as read.
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