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Date/Time: Sat, 20 Jan 2018 23:11:35 +0000



[Locked] - Changes in Sierra Chart Support Policy

Support Request:
[2017-11-05 17:41:03]
Sierra Chart Engineering - Posts: 56324
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
[2017-11-10 19:21:28]
Sierra Chart Engineering - Posts: 56324
Also, our support policy is defined here:
https://www.sierrachart.com/index.php?page=doc/PostingInformation.php#GeneralInformation

We also have added item number 16 to it.
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: 2017-11-16 09:56:55
[2017-11-10 19:46:46]
Sierra Chart Engineering - Posts: 56324
In general, those of you who are abusing support like with excessive questions or requests or not reading the documentation, and you should know who you are, you are making matters worse for everyone else. We do not want there to be a degradation of support quality.

But there is going to be an increase, with posts marked as User Discussion or Programming Help or posts that just get ignored.
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: 2017-12-26 23:30:26
[2017-11-12 20:23:58]
Sierra Chart Engineering - Posts: 56324
Also, as a matter of long-standing policy, for well-established reasons, we do not provide support by email.

Any questions sent to us by email, unless it involves some basic and critical issue, is always responded with our standard response that tells users to post on the Support Board.


It is pointless to send your questions by email because they almost never receive a response in almost all cases. We are more than happy to lose business from potential new users who do not want to post on the Support Board. Email type of support is just not worth our time.

Especially if the questions involved all kinds of data questions which manifest themselves, related to data regulation by exchanges. You are more than happy to take your business elsewhere in this case, and we desire you to take your business elsewhere.
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: 2017-11-25 20:55:59
[2018-01-10 22:06:01]
Sierra Chart Engineering - Posts: 56324
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.

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. 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:
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 02:24:47
[2018-01-11 02:23:56]
Sierra Chart Engineering - Posts: 56324
There are major items that we are going to be undertaking in the next few months, and in the coming days, which are going be beneficial to our user base in order for Sierra Chart to be a more complete product and easier for us to support and for users to use.

So while it may seem odd, with some of the statements about willing to lose a little business , which we would rather not, over our new support policy, our objective here is to increase business by many multiple times with the new development we are doing. And create the very best trading platform which is easy to use and a full complete solution both front and back end where we are able to manage any problems that arise as much as possible. And where you the trader are empowered.

Do you think we are happy, when someone is using Rithmic and runs into a permission denied/os error and we cannot help them. Or they are using Interactive Brokers and their positions do not show up, and we cannot help them. This is the kind of nonsense, we are going to overcome.

Also for those of you are using Top Step trader, MES Capital, One Up Trader, other smaller trading evaluators, we are going to provide a full solution that is going to bypass CTS, CQG and Rithmic. And we are going to get that out by summer. Now whether any of these decide to use it or not, we do not know, but we are rather certain, that it is going to be gradually adopted by someone and catch on. It is going to be a full complete reliable integrated solution.

We do think the ultimate future of trading is going to be a decentralized model covering the globe based upon sound currency systems (not this Bitcoin/blockchain nonsense). Oh goodness, Sierra Chart says that blockchain is nonsense. Yes we are. There is a better model which gradually you will find out about.
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: 2018-01-12 02:50:34
[2018-01-12 02:49:30]
Sierra Chart Engineering - Posts: 56324
Prior post updated.
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.

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