{"id":1748,"date":"2014-05-19T22:13:13","date_gmt":"2014-05-19T21:13:13","guid":{"rendered":"https:\/\/www.scichart.com\/2014\/05\/19\/how-we-handle-support-manage-the-project-and-decide-the-roadmap\/"},"modified":"2023-12-21T20:53:24","modified_gmt":"2023-12-21T20:53:24","slug":"how-we-handle-support-manage-the-project-and-decide-the-roadmap","status":"publish","type":"post","link":"https:\/\/www.scichart.com\/how-we-handle-support-manage-the-project-and-decide-the-roadmap\/","title":{"rendered":"How we Handle Support, Manage the Project and Decide the Roadmap"},"content":{"rendered":"

<\/span>I wanted to write an article about what goes on behind the scenes here at SciChart about how we handle support, prioritize features for development and generally be transparent about our management processes! A few months ago we turned off the forums<\/a>, and while we replaced chaotic forum and email support where tasks got buried or lost altogether with a much better ticket-based system<\/a>, we did lose something – transparency – of what we are working on and how we are handling your requests.<\/p>\n

Here at SciChart we do like to be open and honest. You, our customers are almost like our investors. When you purchase licenses you are literally funding current and future development<\/em>, so we want to give you a return on investment by giving you the features and support you need. But how do we actually decide that?<\/p>\n

The Support Workflow<\/h2>\n

The first step is we try to follow the Support Workflow. We receive support requests all the time. Since the Forums<\/a> were turned off and support.scichart.com<\/a> went live, we received over 500 tickets in the first 2 months<\/em>! You can appreciate there’s a high level of demand here and we are kept busy by support.<\/p>\n

The workflow we follow for support handling is below:<\/p>\n

\"How<\/a>
How do we handle Support? By using this Helpful Workflow!<\/figcaption><\/figure>\n

Basically, it this is –<\/p>\n