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Does Sierra Chart Support need to learn some manners?
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Does Sierra Chart Support need to learn some manners?

  #61 (permalink)
 Vendor: diversifyportfolio.com 
PTA, Gauteng
 
Futures Experience: Advanced
Platform: Self built + Sierra + TWS
Favorite Futures: Stocks and Options
 
DarkPoolTrading's Avatar
 
Posts: 1,036 since May 2012
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bobwest View Post
I think that was part of what I was trying to say.... Mind you, I was just trying to distill what I had read on the thread, but part of the point I had in mind was that I understood how some people might find the support experience difficult, because support was being done by the programmers. (Disclosure: I am a programmer -- that's why I understood it .)

But I also wrote that I was heartened to read the post by @Nicolas11, who gave me the programmer explanation, and who also said that at times, their support could be "paradise for the user."

Now, hearing from you that the entire team is programmers, actually is more heartening.... that means no marketing guys, right? Good idea.

In any case, thanks, Matt for the additional info and perspective on the platform.

Bob.

Personally I think Sierra support are great. When asking questions on their board you aren't given a bunch of fluff and left wondering where you stand. You're getting an answer directly from a developer. The answers are direct and to the point.

And as for the platform itself,...it's fast, flexible and has tons of functionality. There are certain popular platforms which for lack of a better word constantly feel heavy, ie: slow and like it has too much going on in the background hogging resources. Sierra is the complete opposite.

Back to support,...what I really like is the fast turnaround time on issues. If you pick up an issue or have a good feature request it is addressed extremely quickly. There is no "wait for the next version, dont worry it's coming someday". Issues are fixed in a matter of days. I had a specific feature request that I posted to their board a couple months ago. They agreed it was a good idea and it was put into the software the same week. (of course keep in mind they obviously have their own priorities,...fortunately my request did not affect anything major).

For those people who need to have their hands held,...they will probably not think much of their support. For those who search through the extensive online help guide before posting legitimate questions,...their support board is extremely helpful.

Diversification is the only free lunch
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  #62 (permalink)
Market Wizard
Sarasota FL
 
Futures Experience: Intermediate
Platform: NinjaTrader, Sierra Chart
Favorite Futures: ES
 
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DarkPoolTrading View Post
Personally I think Sierra support are great. When asking questions on their board you aren't given a bunch of fluff and left wondering where you stand. You're getting an answer directly from a developer. The answers are direct and to the point.

And as for the platform itself,...it's fast, flexible and has tons of functionality. There are certain popular platforms which for lack of a better word constantly feel heavy, ie: slow and like it has too much going on in the background hogging resources. Sierra is the complete opposite.

Back to support,...what I really like is the fast turnaround time on issues. If you pick up an issue or have a good feature request it is addressed extremely quickly. There is no "wait for the next version, dont worry it's coming someday". Issues are fixed in a matter of days. I had a specific feature request that I posted to their board a couple months ago. They agreed it was a good idea and it was put into the software the same week. (of course keep in mind they obviously have their own priorities,...fortunately my request did not affect anything major).

For those people who need to have their hands held,...they will probably not think much of their support. For those who search through the extensive online help guide before posting legitimate questions,...their support board is extremely helpful.

Thanks. This is a very helpful addition to my understanding of the platform and the company.

Appreciate it.

Bob.

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  #63 (permalink)
Market Wizard
Boca Raton
 
Futures Experience: Advanced
Platform: Variety
Broker/Data: Optimus Futures, LLC
Favorite Futures: Futures
 
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DarkPoolTrading View Post
Personally I think Sierra support are great. When asking questions on their board you aren't given a bunch of fluff and left wondering where you stand. You're getting an answer directly from a developer. The answers are direct and to the point.

And as for the platform itself,...it's fast, flexible and has tons of functionality. There are certain popular platforms which for lack of a better word constantly feel heavy, ie: slow and like it has too much going on in the background hogging resources. Sierra is the complete opposite.

Back to support,...what I really like is the fast turnaround time on issues. If you pick up an issue or have a good feature request it is addressed extremely quickly. There is no "wait for the next version, dont worry it's coming someday". Issues are fixed in a matter of days. I had a specific feature request that I posted to their board a couple months ago. They agreed it was a good idea and it was put into the software the same week. (of course keep in mind they obviously have their own priorities,...fortunately my request did not affect anything major).

For those people who need to have their hands held,...they will probably not think much of their support. For those who search through the extensive online help guide before posting legitimate questions,...their support board is extremely helpful.

Back in the day, I developed a window for NinjaTrader Optimus Support Chat on NinjaTrader - YouTube where the customer could get in touch with us directly. I will attempt to do the same for SC if their development team will help me out. This was a resource well spent and I think this could help many customers in the future.

Matt

PM with any questions about optimusfutures (800) 771-6748 (561) 367 8686. THERE IS A SUBSTANTIAL RISK OF LOSS IN FUTURES TRADING.
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  #64 (permalink)
Trading for Profit
new york
 
Futures Experience: Intermediate
Platform: X Trader, Sierra Charts, Multicharts
Broker/Data: AMP/TT, Vision/Rithmic, AMP/CQG
Favorite Futures: CL, NG, gold
 
Posts: 355 since Mar 2012
Thanks: 665 given, 569 received

Don't forget a very important aspect of support;
not needing it !

Most of my support issues with other platforms revolved around memory leaks and memory issues with the software freezing and locking up.

I have not had Sierra freeze on me yet.

Right now I am running 12 open chartbooks with about 50 charts. Autotrading signals are running on 12 charts doing forward testing off of 10 spreadsheets. Each chart has 120 days of historical tick data loaded.

Sierra is using 191 k of memory without a hitch.
This would have easily brought other programs I use over the 1 gb memory line in the sand. It also brought other programs to a screaching halt and froze them up.

I spent countless hours with support on other software about these memory issues. The fact that I no longer spend any time with support about memory issues is huge for me.

So do consider the value of the amount of time " not " spent on support in your evaluation.

shane

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  #65 (permalink)
Market Wizard
Sarasota FL
 
Futures Experience: Intermediate
Platform: NinjaTrader, Sierra Chart
Favorite Futures: ES
 
Posts: 3,635 since Jan 2013
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shanemcdonald28 View Post
Don't forget a very important aspect of support;
not needing it !

Most of my support issues with other platforms revolved around memory leaks and memory issues with the software freezing and locking up.

I have not had Sierra freeze on me yet.

Right now I am running 12 open chartbooks with about 50 charts. Autotrading signals are running on 12 charts doing forward testing off of 10 spreadsheets. Each chart has 120 days of historical tick data loaded.

Sierra is using 191 k of memory without a hitch.
This would have easily brought other programs I use over the 1 gb memory line in the sand. It also brought other programs to a screaching halt and froze them up.

I spent countless hours with support on other software about these memory issues. The fact that I no longer spend any time with support about memory issues is huge for me.

So do consider the value of the amount of time " not " spent on support in your evaluation.

shane

Really good point.

Bob.

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  #66 (permalink)
Trading Apprentice
Melbourne Australia
 
Futures Experience: Advanced
Platform: Sierra
Favorite Futures: ES
 
Posts: 1 since Jul 2014
Thanks: 4 given, 1 received

Have been a Sierra Chart user for almost a year. I have to say, Sierra Chart support is uniquely awesome. They are obviously technical guys, and answer the question straight to point. If it is a software bug, they admit and fix it; Other than that, read your freaking documentations!

I found that a lot of questions are from users who did not bother to take time reading the documentation. Ok, the documentation is bit technical, but also simple enough for non-technical users.

I hope the support stays this way. Never hire any marketing guys or even full time support. This will keep the software (one of the best charting software) low cost. Seriously, $40 a month for Sierra chart is really a good deal.

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  #67 (permalink)
Elite Member
Alesia E.U.
 
Futures Experience: Intermediate
Platform: Sierra chart
Favorite Futures: Futures
 
Posts: 166 since Feb 2011
Thanks: 139 given, 109 received

Hi

SC User from some years , support is awesome , IMHO sometimes you have to discuss with it mainly because they are focused on the development of platform and some request ( as mine) are focused on some personalized trading aspect .

if they introduce WFA and optimization engine as Amibroker no other platform is so flexible and offers performance so high

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  #68 (permalink)
Trading for Profit
new york
 
Futures Experience: Intermediate
Platform: X Trader, Sierra Charts, Multicharts
Broker/Data: AMP/TT, Vision/Rithmic, AMP/CQG
Favorite Futures: CL, NG, gold
 
Posts: 355 since Mar 2012
Thanks: 665 given, 569 received

Vegasfoster, the one who started this thread , has provided a great amount of support to me on the Sierra support board.

Having people like that on the Sierra support board is also a great addition. He has been very helpful with many extra tips and tricks that have helped in my transition to Sierra.


Figured I would mention that since I just realized the connection

shane

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  #69 (permalink)
Elite Member
South Africa
 
Futures Experience: None
Platform: ninja
Favorite Futures: zn
 
Posts: 2 since Nov 2013
Thanks: 0 given, 0 received

What is a reasonable time for support from Sierra?

I have been waiting for a second response for one hour forty minutes, during which time I have not been able to trade.

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  #70 (permalink)
Market Wizard
Boca Raton
 
Futures Experience: Advanced
Platform: Variety
Broker/Data: Optimus Futures, LLC
Favorite Futures: Futures
 
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Posts: 2,059 since Sep 2010
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johnbarrry View Post
What is a reasonable time for support from Sierra?

I have been waiting for a second response for one hour forty minutes, during which time I have not been able to trade.

Why don't you try your broker if it is a connectivity issue, he may be able to resolve it(?)

Matt

PM with any questions about optimusfutures (800) 771-6748 (561) 367 8686. THERE IS A SUBSTANTIAL RISK OF LOSS IN FUTURES TRADING.
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