SciChart® the market leader in Fast WPF Charts, WPF 3D Charts, and now iOS Charting & Android Chart Components

Road

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 20th October 2014, we have re-defined our support policy.

What Support Resources do we provide?

All our licenses include access to these online resources:

Priority Support (SciChart Professional, Source-Code Customers Only)

After 20th October 2014, SciChart Professional and SciChart Source-Code customers will be given priority support. This includes:

*Subject to Fair Usage Policy
**We will respond to your request within 24-hours Monday-Friday 9am-5pm UTC.

Basic Support (SciChart Basic Customers)

After 20th October 2014, customers who purchase SciChart Basic will be given basic support. This includes:

Existing customers who have purchased SciChart Basic prior to 20th October 2014 will continue to receive access to support-tickets until the end of their 90-day subscription, after which they will have the opportunity to upgrade to Professional or Source-Code.

*Subject to Fair Usage Policy
**We will respond to your request within 72-hours Monday-Friday 9am-5pm UTC.

Do Trial Users receive support?

Yes, during your 30-day trial period, we welcome unlimited forum requests via www.scichart.com/questions subject to fair usage policy. Support-tickets with 24-hour response are reserved for paid SciChart Professional and Source-Code customers.

For corporate trial users and purchasing requests, please contact sales@scichart.com.

What do we require from you when requesting support

In order to assist you best, please ensure when requesting support, you give us the following information:

  • Your Order ID when requesting support in private tickets (not forums!)
  • Clear definition of problem / or question, include screenshots where applicable.
  • One question per support-ticket or forum post.
  • If reporting a bug, please give steps to reproduce with our examples, or, a code sample we can execute.
  • We also need to know what SciChart Version you are using.

For more information, see our Question Asking Guidelines.

What do you describe as Fair Usage?

In order to keep providing our legendary levels of technical support, we have instituted a fair-usage policy for our support services.

  • If your volume of tickets or requests exceeds 10x the average, we reserve the right to delay or temporarily de-prioritize support.
  • Professional and Source-Code customers will be prioritized over Trial and Basic.
  • Bugs and feature requests will be prioritized based on the number of users they affect. Critical or wide-reaching bugs will always be given immediate attention.

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.

Best regards,
[SciChart Support]

 

 

Comments are closed.

STAY UPDATED
Signup now and we’ll keep you updated with product developments and you will be notified the moment SciChart iOS Charts is released and available.
STAY UPDATED
Signup now and we’ll keep you updated with product developments and you will be notified the moment SciChart Android Charts is released and available.
THANK YOU
Your details have been received.
We like to make sure we only send information to clients who want to hear from us, so if you check your email now, you will find a confirmation email from us. Please click the confirm link and you'll will be added to our updates.