| public support forum |
| report bugs and request features |
| get basic tips and pointers |
| no SLA |
| private support channels |
| priority support |
| rapid response time |
| includes SLA |
| customizable to client needs |
| quantitative strategy development |
| customized product development |
Use the basic support forum to report bugs and problems, and to get basic tips and pointers that aren't covered in the documentation.
We read all questions and respond to as many as we can. We give priority to software bugs (which we typically resolve very quickly), issues that affect multiple users, and questions we can answer quickly.
Basic support doesn't cover strategy development or troubleshooting, data analysis, log analysis (other than for suspected bugs), and other in-depth assistance.
Basic support is also not intended as a substitute for carefully reading documentation and working through tutorials. Please try to find the answer on your own first.
Basic support is intended for very occasional use. We understand users may have more questions in the first month or so of use, and we try to accomodate this. After that, if your volume regularly exceeds a question or two a month, we will ask you to consider a paid support package.
QuantRocket is a small company and does not have a dedicated support staff. Rather, all support is provided by QuantRocket developers. While this limits our availability to provide hands-on support, it also means you can expect incisive, high-quality answers to your questions. This contrasts with the support commonly offered at large companies, which is characterized by high availability but low quality (for example, the ability to chat instantly with low-level support staff who can only answer trivial questions).
For basic support, we typically respond within 1-2 business days.
Synchronous forms of support like phone and chat are only available with a custom paid support plan.
We understand the need for immediate answers, and we aim to make this possible in a scalable way by providing excellent and constantly improving documentation and tutorials, informative error messages with links to help guides, and a searchable support site. We often improve documentation in response to support questions so that future users can find answers without needing to ask.
We provide custom development in two main categories: quantitative strategy development and customized product development.
We provide you with the code and notebooks needed to run your trading strategy, similar to what you find in the Code Library but customized to you. We can write the code from scratch from a set of trading rules or port an existing strategy from another platform. Because we know our platform backwards and forwards, we work efficiently and can quote an affordable price.
Our standard professional services agreement includes an NDA to protect your intellectual property.
With customized product development, we re-organize the product roadmap to build a new feature or data integration that you need. Because the work we do for you also improves our product, we can build what you need at a far lower cost than you would pay to build it yourself.