Login Page - Create Account

Support Board


Date/Time: Tue, 15 Oct 2019 12:32:02 +0000



[Sticky] [Locked] - Meaning of User Discussion or Programming Help

[2018-03-17 11:45:23]
Sierra Chart Engineering - Posts: 77135
If a thread you have started on this Support Board is marked as a User Discussion or Programming Help by you or Sierra Chart Engineering / Support, then we will *not* be responding to it.

These threads are meant for communication among users. So users are most welcome to communicate with each other within these threads and are encouraged to do so.

Do not follow up with Sierra Chart Support again, about the reason why. It is simply a question or request that is not considered within the scope of our support and we will not help with it. One reason it could be a feature request which we are not going to take or respond to.


Do not follow up again about it because we will simply not respond and ignore the request.

Support policy can be found here:
https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation

The reason that a thread is marked as Programming Help is very simple and that is because we cannot take time away from our own development for user programming requests. With as many requests that come through, that in itself is a full-time job which users are not paying for based upon the low prices of Sierra Chart.

Questions about functionality which Sierra Chart does not have will also be marked as a User Discussion.
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: 2018-11-19 21:19:59
[2018-08-29 17:53:54]
Sierra Chart Engineering - Posts: 77135
We are confirming, that we cannot provide any programming help or alert formula help or automated trading system help. These simply are not within the scope of our support.

All of these are going to be marked as Programming Help or User Discussion and they will not be reviewed by us. We cannot be relied on for this help. We have to focus on the development of Sierra Chart itself which benefits the entire user base. This is of the utmost importance.

We simply will not be responding to any follow-up questions requesting help even if it seems trivial to you, because in many cases, this is not the case. If you do not receive a response, this is the reason why. We will consistently not respond.

For further information about this subject, refer to:
https://www.sierrachart.com/index.php?page=doc/AutoTradeManagment.php#TroubleshootingAutoTradingSystemBehavior
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: 2018-08-29 17:56:46
[2018-11-01 02:07:29]
Sierra Chart Engineering - Posts: 77135
Once again reaffirming we do not provide programming help, advanced study configuration or Alert Formula programming help. These are just not within the scope of our support.

But you are most welcome to post these as Programming Help or User Discussion for other users to respond.
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: 2018-11-01 07:38:00
[2018-12-20 04:46:48]
Sierra Chart Engineering - Posts: 77135
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:
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: 2019-09-16 08:16:50
[2019-09-16 10:58:58]
Sierra Chart Engineering - Posts: 77135
Moving to the top of the list.
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.

To post a message in this thread, you need to login with your Sierra Chart account:

Login

Login Page - Create Account