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Direct MessagesDate/Time: Thu, 25 Apr 2024 17:29:49 +0000
[Locked] - Notice: Support Situation
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| [2014-03-13 19:13:01] |
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We have been thinking of making a comment about the recent support load for Sierra Chart but have not. At this point we are going to say something. We are noticing the last week a higher than usual support load. It is also taking time away from our development. The items which are unusual that are creating more load for us are as follows: -OEC connectivity issues -CTS symbol issues And the necessary programming to solve those. -The new Sierra Chart market data feed new authorization system issues. This relates to a new Barchart authorization system we are working with. Each of the above are all external problems from outside services. We know there can be problems with outside services but there are now three of them all occurring at the same time. This also only demonstrates the great difficulty of supporting a product like Sierra Chart which works with numerous external Data and Trading services, none of which we have any direct control over, with the exception of our own data feed but even in that case, we do not have complete control because we built it on top the Barchart market data system which ultimately they control. Still it is better rather than having users use a separate feed like IQ Feed or go directly to Barchart. Basically what we are trying to say is that when there are technical problems, only the engineers who have developed the software and systems can actually support the users. We are a small group and at this point we just have to work through this. Anyway, we are getting behind on support and not responding as quickly as we want to. We are doing our best to catch up. 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 |
| [2014-03-13 19:16:05] |
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Another thing that is also creating an additional load on us is a misunderstanding with accessing the CME market data. Some of you think you can get this data, without a trading account. This is not the case. We explain this here: https://www.sierrachart.com/index.php?l=doc/SierraChartRealTimeFuturesStockDataFeed.php#CME When you end up paying for the data feed, and we have to cancel it for you and do refunds, there is a lot of manual work involved in this. If you really want to know the truth, probably the actual expense of doing a refund in this case probably costs us about $35. And yet we get nothing for it. so please do not use this data feed unless you have a trading account if you want the CME data. And considering the above, we may just simply start imposing service charges for this. 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 |
| [2014-03-13 19:52:24] |
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Another thing, we also see many unnecessary questions and comments on this board. Unless something really needs to be communicated to us, please do not make a posting. We do not want to single out any particular user, but something like this should not have even been posted: CME Equity Index Expiration and Rollover 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: 2014-03-13 19:52:43
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