Support Policy

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.

What are the Support Options?

SciChart customers may choose between packages with and without support. The no-support option comes with 90 days updates only. The Supported packages come with at least 1-year Priority Support and Updates. SciChart Professional product comes with and without support, and the SciChart Source-Code products always come with 1-year support.

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:

• To Submit a ticket to support team, please go here.
• To ask a question on StackOverflow with tag SciChart, please go here.
• To ask a question on SciChart Forum, please go here.

How do I do “X” with SciChart Questions:

• Say what version of SciChart you are using;
• Say what you want to achieve (screenshots, videos or diagrams if possible);
• Show what you have tried (code sample);
• Please ask for advice on your question clearly and cocisely.

Bug report:

• Say what version of SciChart you are using;
• Explain steps to reproduce, i.e. using our examples, or modifying one of our examples, or submitting your own code;
• Say what you have tried (if applicable);
• Do not put any proprietary information if you are sending it to bug-report at scichart.com

What does the Priority support Include?

• Unlimited, private Support Tickets via our support-desk support.scichart.com*
• 24-hour response time**

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

What does not fall under the support scope?

The following is not in the scope of support, however, we are still happy to assist you where we can as a part of consultancy work:

• Creating a proof of concept for your project according to your requirements;
• Custom implementations, including providing assistance for unsupported features, new feature requests or use of the SciChart products setup outside of our guidelines;
• Speeding up development of the features logged for the future sprints;
• One to one direct contact with our development team over Skype or Teamviewer.

For all of the above, for corporate trial users and purchasing requests, please contact sales@scichart.com.

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.
• 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]