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Date/Time: Wed, 25 Apr 2018 01:00:54 +0000



Post From: Changes in Sierra Chart Support Policy

[2017-11-05 17:41:03]
Sierra Chart Engineering - Posts: 59403
At some point we are going to have to make changes with Sierra Chart support.

Support is increasingly becoming a burden upon Sierra Chart Engineering for numerous reasons. One of the reasons has to do with an increasing number of users. But that is not necessarily the main reason and there are things we can do to manage that.

Another reason, has to do with all of the associated issues which manifest themselves, in various ways, related to absurd market data policies from exchanges.

Another reason, relates to problems with external data and trading services which we do not have any control over and which are absolutely endless.

Also as a general rule we do not provide programming help or Alert Formula programming help. Those items, we just have to stay out of completely and only work to create more documentation or other types of educational materials on the subject in order for users to help themselves. We are going to first work on better documentation for Alert Formula programming and education.

For the moment, we are going to have to implement this policy which will be presented to users upon posting:

Support Board Post Confirmation/Review Page
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In order to provide the best quality of support and technical excellence, the majority of support is provided by senior Sierra Chart engineers.

Therefore, in order to not unnecessarily burden Sierra Chart engineers and take away time for our software development:

-Is there a need to post this question or request? Think twice before you post. And first make an attempt to consult the documentation:
https://www.sierrachart.com/index.php?page=doc/Contents.php
-Can you rephrase it in a way which simplifies it or makes it more clear?

- Have you included files which were not requested by Sierra Chart support and may be considered unnecessary? If so, then remove those.

- If you have multiple questions/issues which are closely related, then present only one since the answer will likely answer the other ones.

-If you are new or trial user and you have a laundry list of questions, then start with only one question at a time. And consult the documentation (link) as much as possible. Excessive questions from new users, generally are not welcome.

-Do you want to post this as a User Discussion or Programming Help so it is presented to other Sierra Chart users and not Sierra Chart engineering? If Sierra Chart Support determines that it should be in either of these categories, this will be done for you and there will be no answer from us.

-Do you want to save this as a draft and think about it further?

-Do not provide to support, videos, multiple screenshots, Message Logs, excess information unless specifically requested or directed to by the documentation. It is best to remove those and if Sierra Chart support needs further information we will ask.

- If this message is only a thank you, then click here(link) to use a standard thank you acknowledgment. ( Increment thank you count for last post and thread and do not post message and redirect user back to thread).


The Sierra Chart Support Board is not a place simply to be posting at will, anytime something comes to your mind. If you have a genuine question/issue and need help, then it is fine to post and we do want to help with basic issues and learn about any issues or improvements that need to be made. Consider whether you want to make this a "User Discussion/Programming Help" to discuss among other users. It is important to think twice before you post in order for this environment to be manageable by Sierra Chart.

Users will be given the clear option to post as a User Discussion/Programming Help or to save their post as a draft.

Continue to Post Anyway (button), Post as User Discussion, post as Programming Help, Post as Draft, Cancel Post
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One thing we do not want to have happen, is to assign someone else to Sierra Chart Support, who does not have the competency, as the engineers do, which will substantially degrade the level of support and create frustrations among users. So if you do not want this to happen, think twice before posting on this board.

Once again the Sierra Chart Support board is not a place to be posting at will anytime something comes to your mind. Unless it is a discussion marked as a "User Discussion". It should be considered something which is only used when necessary.

Our main concern, is that because we need to be focusing greater efforts on continued development, and increasing the rate of development, and doing more things in order to provide a full trading solution across many markets including the crypto currency markets, requires much more devotion to this rather than to the Support Board.

We are also in the process of bringing in additional 1-2 developers. At this point, we have 4 developers and that will be increasing to 5-6. There is also one separate developer who is working on Indian market exchange integration. But that is only part-time. And we want to thank you for your financial support to make this possible.
Sierra Chart Support - Engineering Level

Your definitive source for support. Other responses are from users. If possible please keep your questions brief and to the point. Please be aware of support policy:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

If your question/request has been answered and you do not have anything further, then it is easiest for us if you do not reply again to say thank you.
Date Time Of Last Edit: 2018-01-11 01:10:41