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Support
An answer in three working days, on the program.
This is the whole policy: nothing is hidden further down. It was written before the first customer, not after the first complaint.
The policy
Four sentences.
Write to us by email
Write to info@optionstudioevo.com. Support is in writing, so the answer and the problem stay together.
You get an answer within three working days
That is the time to a first reply from a person, not the time to a fix. Some repairs take longer; you will be told what is happening.
Only problems with the program
It does not install, a symbol does not load, the connection drops, a figure looks wrong, a strategy will not save, the licence will not activate. That is ours to fix.
No advice on strategies
We do not answer «is this calendar on SPX a good idea?». This is not a refusal: giving that answer is a regulated activity. The program gives you the numbers; the decision is yours.
The policy is the same for everyone who writes: the seven-day trial and a paid licence.
What we cannot do
Two things belong to somebody else.
Your broker account is your broker's. An order that did not fill, an unexpected fee, a transfer, a data entitlement, a missing permission: only your broker can act on those. The program reads what the broker returns and sends what you ask; it cannot change what happens on their side.
Your strategy is yours. Not because we are not interested, but because answering would cross a line we keep on the safe side. Learning to read strategies is a course; the numbers in front of you while you decide are this program.
Who answers
One person, with the programs that work for him. That is the whole company, and the reason the policy above is short: a company of one cannot promise a telephone line or live chat, and should not pretend otherwise.
Write a better message
Five lines that get you a faster answer.
Include these five things:
- Which version of the program you are running.
- What you did, step by step, in order.
- What you expected to happen.
- What happened instead, with the exact words on screen.
- A screenshot, if the problem is visible.
Never send your API key or broker password by email. We have no use for them.