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May
17
Support Policy
Posted by Julia Skorobogata on 17 May 2018 05:19 PM

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.

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?

*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 new features or project parts;
  • Speeding up development of the features logged for the future sprints;
  • One to one direct contact with our development team over Skype.

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]

 

 

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May
16
SciChart Support – Question Asking Guidelines
Posted by Julia Skorobogata on 16 May 2018 12:39 PM

At SciChart, we pride ourselves on excellence in technical support and we want you to get a fast resolution to your requests.

We are asked literally hundreds of questions per week and we want to help you to build applications using our software, but to do that we need you guys to ask excellent questions.

What self-help resource we provide?

All our licenses include access to these online resources:

Question Asking Guideline

  1. Your Order ID when requesting support in private tickets;
  2. Your SciChart Version; 
  3. Clear definition of a problem in Subject line;
  4. What exactly is the problem and what you are trying to achieve:
    • Imagine you are talking to a busy colleague and you need to sum up your question in one paragraph.
    • Please describe the current state you have and compare to a desired one.
    • Include any screenshots, videos or diagrams of what you want to achieve / what the problem is. Please make sure these are clear and visible!
  5. What have you tried so far?
    • Include Code samples of what you have already tried.
    • Modified one of our examples.
    • Make sure code is well formatted (see how to format code).
  6. Help us to reproduce: 
    • Please give us steps to reproduce.
    • Code samples that we ca execute will be of help.
  7. Proof-read before posting!
    • See if your question is consistent.
    • Have you not missed any details.
    • Please send one topic / question per request.

 

Thank you for reading!

Best regards,
[SciChart Support]

 

 

The post SciChart Support – Question Asking Guidelines appeared first on Fast, Native Chart Controls for WPF, iOS, Android and Xamarin.


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May
3
SciChart Forum Switches to StackOverflow
Posted by Julia Skorobogata on 03 May 2018 09:21 AM

Hello SciChart customers!

We are always happy to take time to thank you for being with us.

Today we are experimenting with making the open SciChart website forum as a read-only and trialling providing tech support to trial users of ScIChart via StackOverflow with tag SciChart.

Why are we doing this?

SciChart provides two tiers of support.

  1. Customers who have purchased tech support get access to our support desk and are able to submit tickets with a 1-day turnaround.
  2. Customers in their trial can use the Forums.

What we have found is

  • Many questions on the forums lack the necessary steps to reproduce.
  • Have poorly formatted questions, code samples (often the result of our forum plugin, but sometimes user error)
  • Lack images or other aids to help reproduce problems.
  • A number of users who have not paid for support, or who have expired support are using the forums, creating a tax on our time.

This is causing us to lose a lot of time and making it more difficult to serve the customers that have paid for support. We could enforce strictly question asking guidelines, however, Stackoverflow has a very strong community which enforces guidelines: questions asked poorly will get downvoted by the community.

So, what we are doing for the month of May is trialling support on Stackoverflow. depending on the result of this month we may keep this or revert it.

How we will support you

Our team is monitoring the SciChart Tag on stackoverflow. Every day an email is sent to our team with new questions that have been asked. We will endeavour to answer you as we have been before.

However, questions which do not meet the Stackoverflow question asking guidelines will not be answered. It is possible the community will also downvote you! You have been warned!

Encouraging the Community

Finally, we hope this move will encourage the community to answer one another as well. Answer SciChart questions to gain reputation points! We hope this will also maintain the knowledge sharing on a high-profile level.

We will make the SciChart Forum read-only from May for 30 days and see how it works. We are welcoming your feedback by contacting us. Please let us know what do you think!

Best regards,

The post SciChart Forum Switches to StackOverflow appeared first on Fast, Native Chart Controls for WPF, iOS, Android and Xamarin.


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Apr
6
Happy Easter and Office Hours
Posted by Julia Skorobogata on 06 April 2018 08:41 PM

Hello SciChart customers,

Our team wishes everyone Happy Easter! To all of you who has celebrated it last week or will do this weekend!

Our office will be closed Monday,  April 9th. 

We hope you all enjoy your holidays and spring!

Best regards,

SciChart team

 

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Apr
5
SciChart WPF Pricing Plan Changes
Posted by Julia Skorobogata on 05 April 2018 01:04 PM

SciChart WPF Pricing Plan Changes

SciChart WPF is now entering its sixth year since the first version was published! During that time we have gone from a small one-person company to a team of over ten developers, lovingly crafting, maintaining and delivering High Performance WPF Chart components, actively used by thousands of customers around the world!

The SciChart WPF Chart controls that you see now are more advanced than we ever thought we would create, and we are still developing and adding features, fixing bugs, supporting and maintaining this successful product.

Furthermore, we have always strived to maintain excellent tech support. It’s not always possible (we do have our failings from time to time) but overall customers rate us as excellent on tech support. We care about the products that we make and want users to have a good experience using them.

In light of this, we have resisted changing pricing as long as possible, however we feel at SciChart that we have to make a small change to our pricing model in order to maintain the excellent level of service that we provide. This change is to raise the price of SciChart WPF 2D Professional only, keeping all other products the same.

An overview of Pricing Changes

The pricing of SciChart is currently as follows:

  • WPF 2D Pro: $899
  • WPF 3D Pro: $999
  • WPF 2D Enterprise: $1499
  • WPF SDK Pro: $1749
  • WPF SDK Enterprise: $2549

We propose to change the pricing of SciChart WPF 2D Professional only, raising it from $899 USD to $1090 USD per developer license with 1-year support and updates.
The price of renewals placed will also be raised, from $449.50 to $545 per developer license with 1-year support and updates.
The cost of all other products will remain the same.
The cost of the no-support options of SciChart WPF will remain the same.

When will the pricing Changes come into effect?

This pricing change will come into effect on May 1st 2018. Any orders placed after this date will reflect the new pricing.

Will there be other pricing changes?

We cannot rule out further pricing changes, but we have no intention to change any of our other pricing at this time.

To beat the price rise!

You can beat the price rises if you were intending to purchase or renew SciChart WPF 2D Pro by:

  • Purchase a 1-year, 2-year, 3-year or lifetime support license before May 1st and you will get the current lower pricing.
  • Renew an existing SciChart WPF 2D Professional licenses now with a 1-year, 2-year, 3-year or lifetime renewal before May 1st and you will lock in the current pricing (until your renewal is next due).

For Sales Enquries

Please contact us at sales [at] scichart.com. We will do our best to answer any questions you have and process orders quickly if you wish to place them before the deadline.

Contact Sales

Best regards,
SciChart team

The post SciChart WPF Pricing Plan Changes appeared first on Fast, Native Chart Controls for WPF, iOS, Android and Xamarin.


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CONTACT US

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CONTACT US

SciChart Ltd, 16 Beaufort Court, Admirals Way, Docklands, London, E14 9XL. Email: Legal Company Number: 07430048, VAT Number: 101957725