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Unofficial NinjaTrader 8 wish list thread (NT8)!
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Unofficial NinjaTrader 8 wish list thread (NT8)!

  #801 (permalink)
Elite Member
Stockholm Sweden
 
Futures Experience: Advanced
Platform: NT
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NinjaTrader View Post
That is inaccurate. We receive inquiries inbound via email, web form our support forum and administer resolutions via all outbound means which includes telephone calls, remote assistance, email and the like. It allows us to support 40K users with resolution times measured in minutes, every day of the year including holidays.

Ray, i know i can send a request through support forum, web forum etc. The problem in my opinion is the time-consuming of communicating through email. When i have been in contact with your support (quite a few times unfortunately) i always get a response through email. Only at one occasion did i have a remote support (and that is great of course). When i have email communication it often happens that the support does n0t understand my problem, so i have to clarify, something is missing (log and trace files etc), or the solution did not fix the problem so i have to respond in another email etc. All this is very frustrating if iīm in the markets and there is a technical problem.
Your customer support has improved in the time they answer to email requests. But since i use other platforms as well, i have found that itīs easier to get a problem solved fast with a chat support.
I donīt know if this is a cost issue for you, after all this is just a wish list :-)

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  #802 (permalink)
Elite Member
San Jose, CA, USA
 
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theborntrader View Post
... I have found that itīs easier to get a problem solved fast with a chat support.

+1 for chat support

Now this, live chat support, I would prefer above all else. I could have used this on several occasions ...

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  #803 (permalink)
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Copenhagen, Denmark
 
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Will there be a magnetic snap function for lines and tools on charts.?

If not, It will be a good idea.

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  #804 (permalink)
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Denver, CO
 
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jta3 View Post
Will there be a magnetic snap function for lines and tools on charts.?

If not, It will be a good idea.

If I understand the request, this is already supported in NT7 with Snap Mode.

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  #805 (permalink)
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Copenhagen, Denmark
 
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NinjaTrader View Post
If I understand the request, this is already supported in NT7 with Snap Mode.

Magnetic snap is strength to snap when getting close to possible snap point. This way it will only snap to point if you are close enough.

NT 7 It either snap or do not snap.

It give better possibility to move things around

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  #806 (permalink)
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jta3 View Post
Magnetic snap is strength to snap when getting close to possible snap point. This way it will only snap to point if you are close enough.

NT 7 It either snap or do not snap.

It give better possibility to move things around

Thanks for the clarification. NT8 does not have a magnet feature as you describe. I will add to our list of features for future consideration.

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  #807 (permalink)
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proof in pudding


NinjaTrader View Post
- Brokerage does have a 24 hour emergency trade desk
- Although official hours don't reflect this, platform has support staff online 24 x 5 and during the day on weekends including all holidays as well.

@NinjaTrader
Is there a platform support number I am not aware of??

could have used one now as I am not able to reload or rec any historical/real time data from my AMP/Rithmic connection?
Was told by support via snailemail it was my ISP well why I was on phone with them they wanted me to Guess what??
Contact you so we could have phone call to sort this out. But I was on phone with them and trying to contact you via email. Does not mesh!
Apologies for my abrasiveness but Damn!! Now I am back at square one. No Data and each side(ISP and U blaming the other)
Shish

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  #808 (permalink)
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learning0101 View Post
@NinjaTrader
Is there a platform support number I am not aware of??

could have used one now as I am not able to reload or rec any historical/real time data from my AMP/Rithmic connection?
Was told by support via snailemail it was my ISP well why I was on phone with them they wanted me to Guess what??
Contact you so we could have phone call to sort this out. But I was on phone with them and trying to contact you via email. Does not mesh!
Apologies for my abrasiveness but Damn!! Now I am back at square one. No Data and each side(ISP and U blaming the other)
Shish

We do not have an inbound support number for the platform, only brokerage emergency trade desk.

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  #809 (permalink)
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San Jose, CA, USA
 
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NinjaTrader View Post
We do not have an inbound support number for the platform, only brokerage emergency trade desk.

You really need paid support plans .. for someone who has a severe emergency,
a couple of hundred bucks (or more) pales in comparison to loss of trade revenue.

IMHO, whatever you would charge, to someone who really *really* needed your
absolute immediate (and best) help, they would pay it.

You want on-going subscription revenue?

Offer premium telephone support plans for lifetime license holders starting
at something like $99 per year ... ladder up prices with access to more services
or more frequent calls.

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The following user says Thank You to bltdavid for this post:
 
  #810 (permalink)
Administrator: Retired Backtester
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Rennes France
 
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bltdavid View Post
You really need paid support plans .. for someone who has a severe emergency,
a couple of hundred bucks (or more) pales in comparison to loss of trade revenue.

IMHO, whatever you would charge, to someone who really *really* needed your
absolute immediate (and best) help, they would pay it.

You want on-going subscription revenue?

Offer premium telephone support plans for lifetime license holders starting
at something like $99 per year ... ladder up prices with access to more services
or more frequent calls.

We're getting off-topic here, but...

A severe emergency is, correct me if I'm wrong, if you're in position (or can't know if you're in position) and can't manage it. In this case the first and maybe only thing to do is to call your broker and as him to manage it for you (close eveything, add a stop here, ...).
So not having an emergency phone number for something which is not vital is acceptable.
A lost trade opportunity is not vital, IMVHO...

I'm writing this because as a service provider I had the worst outage ever today, 1 hour 26 minutes of downtime for some of my clients. Few guys called me and I told them to call their broker and close their position until we fix the problem, and I think think it was the right thing to do when you don't know exactly what's going on and how long it will take to be fixed.

Success requires no deodorant! (Sun Tzu)
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