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Date/Time: Sat, 22 Jun 2024 12:43:16 +0000



[Locked] - auto renew?

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[2022-11-10 19:57:52]
User386175 - Posts: 31
Within the last 5 months i've had 2 problems related to data (I am using Rithmic through OneUp Trader). The first time it took 2 weeks to resolve. I would have to wait for your team to respond and then continue the back and forth through messaging. The responses are always sending me to a FAQ and never really helping me. Why even bother writing back or having any kind of support whatsoever? You just send me to an FAQ. Both times I resolved the problem myself. The first time was a setting in the charts and this past time was rithmic wasn't sending the correct historical data. Your charts are great and I like using them but why should I use you? When a problem occurs I have to wait for emails and lose time and at the end of the day just figure out the problem myself since your support team likes to send links to FAQs and not really help with any issue.
[2022-11-10 21:33:40]
John - SC Support - Posts: 32515
Our goal is to have all the answers within our documentation, which will allow users to find the answers to their questions without having to ask them in this forum. This is why you were directed to documentation for your answers.

Additionally, this Support Forum is how we have decided to do our Customer Support. It is a very primary way in which we are able to bring you Sierra Chart with all the features and capabilities at a very reasonable price.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2022-11-10 21:38:06]
User386175 - Posts: 31
and its the very primary reason i won't be using Sierra Chart any longer.
[2022-11-10 22:04:55]
John - SC Support - Posts: 32515
Ok. Thank you for the time you have spent with us.
For the most reliable, advanced, and zero cost futures order routing, use the Teton service:
Sierra Chart Teton Futures Order Routing
[2022-11-11 14:22:43]
User386175 - Posts: 31
And thank you for multiple and FAST responses to this message. I really enjoyed the extremely fast feedback. I wish I could have gotten those quick responses when I didn't have data for a week...
[2022-11-12 16:52:04]
Sierra_Chart Engineering - Posts: 15034
Your complaint was with Rithmic and damn CME market data policy!:

I wish I could have gotten those quick responses when I didn't have data for a week...

CME market data policy:
Real-Time Exchange Data Feeds Available From Sierra Chart: Understanding and Accessing Data From the CME, CBOT, NYMEX, COMEX Exchanges

Your complaint is with them not us. Do not complain here.

We simply do not want your business!:

and its the very primary reason i won't be using Sierra Chart any longer.

You are bringing us problems which are not ours and then blaming us for them. Why would we want your business. We simply do not! And this is not about you. This is in general about Rithmic users using these trading evaluator services. This is nothing new. We simply do not want this business. It is an unnecessary burden.

You are making the decision to use Rithmic! Not us. That's your decision! And you are making a decision to ignore our warnings here about Rithmic:
Rithmic Trading Platform Service: Rithmic Market Data and Support Policy

There is also a system notification message about this that shows when you start Sierra Chart:
- The Rithmic system has limited historical data and historical data delivery can be slow or not at all. For reliable historical data and also real-time data, you must use the <a href = "https://www.sierrachart.com/index.php?page=doc/DenaliExchangeDataFeed.php">Denali Exchange Data Feed</a> when using Rithmic. Sierra Chart is no longer providing historical data to Rithmic users when not using the Denali Exchange Data Feed.<br><br>

We have no interest in having a customer like you. Someone who is using Rithmic and not implementing our recommended solution.

We simply do not want your type of business. We would cut it off if not for the fact that Rithmic did programming to the DTC protocol.


This is all a waste of our time relating to God damn CME market data policy and disregarding our warnings about Rithmic.

And then you are going out of your way and complaining to us! You are accomplishing absolutely nothing. Convincing us of absolutely nothing.

We are certainly prompt with our answers to you. We are not taking two weeks at all. Either you are not following the documentation or not being clear with us about the issue. And/or you are just disregarding our warnings and not using the Denali Data Feed which you have not been using.

This is just not right to be blaming us.

And you are welcome to post this in a thousand places over the Internet with how Sierra Chart has responded to you.


And you also make reference to the term " FAQ". We are not referring you to that in most cases if at all. We are referring you to comprehensive documentation related to the subject of the question and link you to the specific relevant section.

If you ignore that information, that is not anything we can control.

And we certainly are not going to be providing telephone support with these Rithmic data issues.

For the record, this is one of your threads:
DATA not working?

There is no way we can provide you rapid help with that issue. The problem you have is completely out of our control. This is not our problem at all! And we gave you the relevant information and warnings for as long as you have been using Sierra Chart. But it was your choice to ignore it!

And yes we are going to be responding this way with the postings that you are making. They are not appreciated. This was your choice to make the postings that you did.

You know how much damn trouble we put up with CME market data policy and Rithmic! How much God damn frustrations we go through every second of the day related to this. And then you are going out of your way to complain to us. You should apologize to us.
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, use the Teton service:
Sierra Chart Teton Futures Order Routing
Date Time Of Last Edit: 2022-11-12 17:17:59

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