Date/Time: Tue, 26 Mar 2019 23:38:00 +0000
Post From: Changes in Sierra Chart Support Policy
Sierra Chart Engineering - Posts: 70233
We are going to be implementing our new support policy and we have to focus on critical development.
This may mean, the quality of answers may be reduced, and some questions are just not going to be a responded to, based upon the cost of the response, and what you pay for Sierra Chart, and based upon if something clearly is outside the scope of our support.
Users need to understand there is not an entitlement to expect answers from us on demand. Our time on the support board has to be paid for and is generally valued at 150USD per hour. If you sense we are impatient with you, this is one of the reasons why although it has other reasons as well. We make no apologies about this.
And as a matter of policy, in most cases there will be no responses to advanced usage questions, alert programming help, spreadsheet programming help, or ACSIL programming help. As well as external service issues. These will be marked as a User Discussion/Programming help for discussion among users themselves.
There are simply just some things that are no longer worth it for us to be involved in, and we are more than willing at this point in time to lose business over this. And some of you, who take too much of our time(does not apply to major paying customers), we just are not going to be responding further. Another policy of ours is that if we believe we have provided sufficient information, we will not say anything further to you unless we deem it is critical.
We have much bigger priorities that are worth far far far more to our user base than this.
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:
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: 2018-04-11 21:02:50