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 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:

• Unified site Search Engine – search all of SciChart in one place.
• SciChart Forums
• Online API Documentation
• Knowledgebase
• Examples and Example Source Code
• Blog Posts, Tutorials
• Youtube Instructional videos.

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:

• 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.

Basic Support (SciChart Basic Customers)

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

• Unlimited questions on the SciChart Forums www.scichart.com/questions*
• 72-hour response time**

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]