At SciChart, we pride ourselves on excellence in technical support and we want you to get a fast resolution to your requests.
In order to maintain an excellent level of service, as of May 2018, we have re-defined our support policy.
We honestly believe – very valuable! But don’t just take our word for it. Please see the feedback from so many of our customers about the excellent standards we try to have with our tech support.
Customers have told us that the excellent, world class tech support that we provide at SciChart has literally made the difference between a successful project and an unsuccessful one. It really is a valuable service and we strive to deliver excellence. So that we can keep delivering that level of service we have created this support policy.
SciChart customers fall into one of two catagories, fully licensed up to date users with Priority support and trial customers/expired license holders without priority support. All Scichart packages come with at least 1-year Priority Support and Updates with the option to purchase longer terms at greater discounts.
If you require technical support, please find what is the best way and place to ask it in the flowchart below:
Here are handy links for you:
In order to provide the best possible service to our valued customers, there are some times when we may have to say ‘no’ to you when requesting technical support.
Please read & understand the below, as these are some conditions where we will have to say no, and also some ways to turn a no into a yes!
If you don’t have an up to date support subscription, I’m sorry but we will have to say ‘no’ and won’t support you. This includes help on bug fixes, critical fixes, asking for help to implement things, or assistance with license & activation when your support is expired.
If you renew your support, or purchase support, we will happily say ‘yes’ to all of these requests!
If you haven’t submitted a good question following our Question asking guidelines we may have to say ‘no’ to you, so that we can say ‘yes’ to customers who have provided clear definition of a problem, including code or steps to reproduce, version information and more.
We are more than happy to help you, so please define problems clearly so that we can say ‘yes’ and assist you much faster!
If a bug is fixed or feature implemented in the latest version of SciChart, but you are using an older version of SciChart, we may have to say ‘no’ to supporting you until you are using the latest version.
By updating to the latest version of SciChart we are happy to say ‘yes’ and fix bugs and deliver them to you via our Nightly Build feed as soon as possible!
We are sorry but we may have to say ‘no’ if your support request asks us to do custom work, or if a support request creeps into an urgent feature request or support for an unsupported / unofficial feature.
We are very happy to say ‘yes’ to consultancy work where our engineers can build you custom features or enhancements for an hourly fee.
We are also happy to say ‘yes’ to feature requests that can be logged and voted for on our new Feature Request System.
We are also happy to say ‘yes’ to small / fast feature requests straight away, for example just adding a property or making a method virtual, however larger feature requests do have to go through our Feature Request System where they will be voted on.
We’re sorry but performance enhancements and upgrages fall outside of Priority Support. We’re happy to investigate bugs and offer advice on how to use the SDK but we don’t offer consultancy or version upgrades through support.
However, we do offer these services on a paid per hour service to help you maximise your goals. If you’d like to discuss performance enhancement or hire us to help you upgrade to the newest version, please contact sales.
We are sorry but at the moment, we don’t provide support over Skype or Teamviewer. If you want us to skype you we will respectfully have to say ‘no’ unless the problem is really urgent and could affect a large number of users.
We are very happy to say ‘yes’ to assisting you over email, or, if you are a large & valued customer we can say ‘yes’ to including a number of pre-paid consultancy hours in the purchase contract so that you can get access to our team when you need it!
We are also considering adding higher levels of support including pre-paid one-to-one developer hours or remote (Skype/Teamviewer) support. If you are interested in this, please log a feature request!
We should not need to say it, but there are some very rare incidents when customers are rude to our staff who are trying their best to deliver excellent quality support. Please try to be courteous when dealing with us and treat us as you’d expect to be treated. In return we will do our best to help you work with SciChart. Your success is our success!
In order to keep providing our legendary levels of technical support, we have instituted a fair-usage policy for our support services.
Finally, with these changes, we hope to align ourselves with industry standards while continuing to provide an excellent level of support/service which is well above what our competitors provide.