Date/Time: Sat, 15 May 2021 10:32:19 +0000
Post From: Meaning of User Discussion or Programming Help
Sierra Chart Engineering - Posts: 96236 | Ending Date: 2022-04-10
One reason that a post can be marked as a User Discussion or Programming Help is because of the cost of helping the user relative to what they pay if they pay anything, is not cost-effective. You cannot expect endless support from us. Our support does come with a cost.
Another reason is because the question lacks any effort on the user's part to look at the documentation and recognize the obvious. If you are very needy person and asking lots of questions and wasting our time, then you you will need to pay extra for support at 55 USD per hour.
Another reason is that there could be a system-level issue which we will not got involved in.
Another reason is there is an external service issue that takes quite a lot of time to analyze and respond to and is not considered within the scope of our support.
Now some of you might say we should respond anyway and explain this, no it is not worth it because that takes even more time and then that encourages a follow-up from the user. It is best for us just simply not to respond which is something that we have learned. And this is one reason we want questions out in the public so if we do not respond, other users can respond and it is obvious that we are just simply not responding to certain posts and there is not a question about whether we received the message if it came by email or by some other means.
So it is clear to the user, the question is just not within the scope of our support.
And another more much more monumental reason for us to limit support is because it does take a time away from our development. We have to find a balance.
We also recognize the very messy situation we have with so many different external data and trading services and gradually this will be brought under control in 2019.
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: 2019-09-16 08:16:50