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Date/Time: Fri, 29 Mar 2024 05:45:04 +0000



Denali Trial over... cannot seem to update account.

View Count: 566

[2021-03-01 14:45:22]
BenjaminR - Posts: 168
Hi Engineering:

I tried out the Denali Exchange Data service for February... I have tried to reset/update my account to the Service Package 5 - Advanced... I don't want the Denali data, just the trial. I can't seem to figure out how to do it, but I tried to select my former plan from reading other support ticket; however, I don't see that it's updated or dropped the Denali Data.

Please advise, b/c it's looking like I'm going to be charged another $46/month and/or my usage will end prematurely from the 6 months plan I intended.

Thank you.

Ben
[2021-03-01 17:56:54]
John - SC Support - Posts: 30444
We have switched you back to Package 5.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2021-03-12 13:11:27]
BenjaminR - Posts: 168
Hi John: I checked my account, & my end date is now saying June 22nd. For future reference & so I understand- my recent renewal date was on January 26.. but my method required me to renew after February 1st (I renewed February 2nd)... So I activated the emergency usage. However, instead of my next renewal date being July 2nd (6 months), has it been shortened to compensate for the emergency usage?

Since my account is not expired or about to expire now, I can no longer see the information about the emergency account activation. As I recall, it was 10 days or maybe 14 days; however, between Jan 26 & Feb 2nd is only 6 or 7 days, depending on how it's counted. So even if that explains it, it seems I lost a couple of days, as if I am paying for emergency activation usage I didn't use. It's only a couple of days, but it's important to me to understand this, as well as it being useful for other users who search the Support Board going forward.

Thank you.
Date Time Of Last Edit: 2021-03-12 13:14:05
[2021-03-12 15:45:14]
John - SC Support - Posts: 30444
You used 5 days for the Emergency usage. When you renewed on February 2, 2021 your end date would have been August 7, 2021, but was then reduced by the 5 Emergency days to August 2, 2021.

Then on February 2, 2021 you changed to Package 11, which changed your end date to May 29, 2021.

Then on March 1, 2021 you changed to Package 5, which changed your end date to June 22, 2021.

Keep in mind that when you change packages only the end-date changes based on the amount of time remaining and the cost difference between the packages.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2021-03-13 08:05:13]
Sierra Chart Engineering - Posts: 104368
We do not think the ending date calculation for the change from from package 11 to 5 was correct in your case due to a different renewal period being set (6 month to 1 month). Update: Actually the real reason was changes in the package prices. The different renewal period, was not the issue.

We have corrected the usage time ending date in your case. Basically one month was added.

The Denali data is only 10 USD per month more and we see you are using CQG and we definitively do not regard the CQG data feed as acceptable for Sierra Chart. But if you are fine with it that's up to you. Understand we provide no technical support for any CQG data issues, and you really are working with substandard historical data from CQG.
Sierra Chart Support - Engineering Level

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

For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service:
Sierra Chart Teton Futures Order Routing
Date Time Of Last Edit: 2021-04-13 14:06:25
[2021-04-12 01:29:37]
BenjaminR - Posts: 168
Hi Engineering,

Tonight I was considering adding the Denali data again, & upon reviewing my service information, I noticed the end date is set to July 19th.

On February 2nd, I paid $172.80 plus the transaction cost for 6 full months. Notwithstanding the emergency usage (I needed to renew after the 1st of the month due to the payment method I use), this still appears to be an incorrect end date. It initially registered at renewal, that the end date should be August 2nd, 2021. July 19th is 14 or 15 days short of August 2nd, depending on how you count- but it's about half of a month shy of a 6 month package.

It seems that this should be rectified to August 2nd.

Thank you!
[2021-04-12 16:44:10]
John - SC Support - Posts: 30444
Your End Date is not August 2, 2021 since you had changed your package to Package 11 from 2/2/2021 to 3/1/2021. Therefore the cost difference between Package 11 and Package 5 has to be accounted for in that time, which will make your end date move in (shorter) so it will definitely not be August 2nd, 2021.

But, as we look through the transactions again, we calculate that your end date should now be July 26, 2021. We have corrected your end date to be this date now.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2021-04-13 12:55:22]
BenjaminR - Posts: 168
John:

You wrote: "therefore the cost difference between Package 11 and Package 5 has to be accounted for in that time".

When I renewed, I selected Package 11, for the Denali trial of 1 month. I searched the support forums on how to end it, & found I should just simply switch packages at the end of the month. Easy enough, so I did just that on February 28th: I changed my account plan back to Package 5. This was a Sunday night, & per my initial message, posted below- it did NOT update the usage time- it seemed I could not switch back. I sent in a support ticked on the very next business day, Monday, March 1st that read:

"I tried out the Denali Exchange Data service for February... I have tried to reset/update my account to the Service Package 5 - Advanced... I don't want the Denali data, just the trial. I can't seem to figure out how to do it, but I tried to select my former plan from reading other support ticket; however, I don't see that it's updated or dropped the Denali Data."

So it doesn't follow there needs to be any accounting for Denali data for me, as I did not use it in March, I definitely switched my plan to #5 on the 28th, & I did not use the Denali data after that. If you want to doubt me, please check your logs.

My contention is, that in good faith, I ended the trial appropriately, & sent in a ticket, because there was no indication that this occurred when I followed the appropriate, simple, & correct steps for doing so.

My only recourse was to alert Engineering, which I did. Why am I being docked for it?

I don't mean to quibble over a small amount, but I am one who will quibble over something that's not right.

Lastly, I do appreciate that dealing with this takes some time & energy, & I do thank you- I'm sorry for the hassle; however, in respect for fair dealings, one of our core values is: "Do what it takes to make it right".

I am sorry there has been confusion about the correct end date, & that I did not immediately go & double check the first correction until just a few days ago when I actually went to see about subscribing to the Denali data at this time, as I have been considering it.

Thank you.
Date Time Of Last Edit: 2021-04-13 12:58:17
[2021-04-13 14:11:40]
Sierra Chart Engineering - Posts: 104368
There no longer is any trial for the Denali data feed when it is included with the new Service Packages. It is not free. Any mention of a trial on this board or in documentation for the Denali data feed when it became part of the Service Packages was out of date. And only applied to the separate Denali data feed option which was finally removed at the end of March.

The package prices are clearly stated, and when changing from one to another, the ending time will be adjusted based upon the price differences.

And also the ending date calculations, when you were changing packages, was verified always be correct. The issue was related to changes of pricing between the times, you had changed packages. The calculations were correct, but from the perspective of the user, we understand, why there was a question about the ending date and we accommodated it.
Sierra Chart Support - Engineering Level

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

For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service:
Sierra Chart Teton Futures Order Routing
Date Time Of Last Edit: 2021-04-13 14:13:39
[2021-04-13 14:36:41]
BenjaminR - Posts: 168
We can assure you, there was a trial outlined in the documentation when I signed up for it. If it was 'outdated', that's unfortunate, & only you know if I'm the only subscriber who had this problem. Perhaps that is why Sierra Chart/Denali dropped the trial?

I definitely could not see the usage time update when I switched back at the appropriate time. I had to search the support board for the instructions, because they were not in the documentation, & someone else had the same question. We try to respectfully always find my answers from precedent before submitting a ticket, as not to add to your burden with repeat questions.

We've been a good customer, & plan to be for the years to come; however, we don't need anyone 'accommodating' questions- this sounds condescending, frankly. Also, 'trial' is not the same as 'free'. No one here asked for Denali data feed for free. We've just been interested in what's right & fair: to Sierra Chart, & to ourselves & others.

If there was never a Denali trial in the documentation in the first place, & only an exchange trial- that was very unclear, & if there's been a misunderstanding, fine. If the documentation was out of date- just say so.

I would make this suggestion: Sierra Chart releases Beta versions of the software for those who don't mind using Beta releases; likewise, it might solve a lot of unnecessary support tickets to have a sort of 'beta' version of documentation sent out to a group of people who might provide questions or feedback on the documentation, & offer them some perk to do so. For example, the new package pricing, when that first came out- it was very confusing. There have been other areas of the text that could be refined & more clear. Proof-reading for errors is one thing- making sure things are clear & understandable to the average user is another, & feedback from an independent reader vs. the author or someone not intimately acquainted w/ all the developments & discussions within your office would contribute to excellence & a great user experience- which is always great for business.
Date Time Of Last Edit: 2021-04-13 15:08:34
[2021-04-16 15:03:48]
Sierra Chart Engineering - Posts: 104368
, it might solve a lot of unnecessary support tickets to have a sort of 'beta' version of documentation sent out
It will not help. The core issue is CME market data policy and supporting too many different services. This is why we will be phasing out CME market data support from CQG in the next few months and having only one source of data through the Denali Exchange Data Feed.

For now we have added two weeks to your account. Since you understood there was a trial. We did our best to keep the documentation up-to-date during the transition time. This was not always easy especially being there were two different methods of activating the feed.

The usage time ending date definitely changes when you change service packages. That is shown on the result page.
I had to search the support board for the instructions, because they were not in the documentation, & someone else had the same question.

Sierra Chart Support - Engineering Level

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

For the most reliable, advanced, and zero cost futures order routing, *change* to the Teton service:
Sierra Chart Teton Futures Order Routing
Date Time Of Last Edit: 2021-04-16 15:05:37

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