Support Policy

Online Support

Online support include email and forum correspondence.

We provide free online support for our products.

Telephone Support

Telephone support is included with active NeoTicker Lease License.

6-month telephone support is included with NeoTicker Permanent License, purchased directly from us, or from one of our authorized resellers.

Telephone support service cannot be transferred to another party.

For telephone support under other conditions, it is provided on an annual fee basis. To purchase paid telephone support, visit our online store.

Scope of Support

Support service covers installation related issues and basic usage questions. If a user wanted services beyond the scope of support (e.g. one on one training to get familiar with NeoTicker, design a trading model for the client, etc.), we will let the user know that it is not part of the support service.

For non-support service requests, we will arrange the clients to get help from either one of our 3rd party consultants, or, if the client choose to, arrange consultation services provided by our support/programming staff.

Support Hours

Our support hours are weekdays from 10am to 5pm Eastern Time. Questions are (usually) answered within one business day.