Oct 20 |
Posted by Andrew on 20 October 2014 09:03 AM
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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 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 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 supportIn order to assist you best, please ensure when requesting support, you give us the following information:
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.
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,
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