Community Support

Free

 
free answers, tips, and pointers
report bugs and request features
connect with other users
help provided on a best-efforts basis when the paid support queue permits

Ground Crew Basic

billed annually

private support portal
rapid median response time
priority support over community users
5 tickets per 30 days

Ground Crew Hosted

billed annually

everything in Ground Crew Basic, plus:
hosted infrastructure
deployment setup
infrastructure monitoring and maintenance

Community Support

Free

 
free answers, tips, and pointers
report bugs and request features
connect with other users
help provided on a best-efforts basis when the paid support queue permits

Ground Crew Basic

billed quarterly

private support portal
rapid median response time
priority support over community users
5 tickets per 30 days

Ground Crew Hosted

billed quarterly

everything in Ground Crew Basic, plus:
hosted infrastructure
deployment setup
infrastructure monitoring and maintenance
Upgrades/Downgrades:

You can change your plan at any time. When you change your plan, the change will take effect immediately. You will receive a prorated credit for the unused portion of your old plan. For upgrades, this credit will partially offset the cost of the new plan. For downgrades, if the prorated credit exceeds the cost of the new plan, the excess credit will remain on your account and automatically be applied to future invoices.

You will be able to preview the prorated credit and net amount due before confirming the plan change.

Cancellations:

When you cancel your plan, it remains active through the end of the current billing period. To cancel your plan, please go to your account page.

Support Plan Details

Community SupportGround Crew BasicGround Crew Hosted
Technical Support
Privacy
Community questions and answers are publicly visible. Premium support portal questions and answers are private between you and Ground Crew.
publicprivateprivate
Median response time
Median response time during NYSE regular trading hours across all customers
varies by staff availabilityunder 4 hoursunder 4 hours
Guaranteed response
Due to time limitations, we are not able to respond to all community forum questions.
No Yes Yes
Tickets per 30 days
Number of new premium support tickets (threads) that can be created per rolling 30 days
N/A55
Hosted Infrastructure
High-performance virtual cloud server
Virtual cloud server with 16 GB of memory, 6 virtual CPUs, and 320 GB of SSD storage. Hardware upgrades available for additional cost.
No No Yes
Deployment setup
Client receives ready-to-use login credentials to access web-based QuantRocket environment.
No No Yes
Custom URL
Access your deployment at a customized URL such as alphacapital.cloud.quantrocket.com.
No No Yes
Weekly backups
Weekly backups of your server, code, and databases
No No Yes
Server health monitoring
We set up and monitor server health alerts to watch for low memory, low disk space, etc., with proactive resolution in the event of problems.
No No Yes
Error log monitoring
We monitor your application error logs to watch for potential problems with your deployment.
No No Yes
Papertrail log monitoring
Client receives access to Papertrail for enchanced, web-based log monitoring with the ability to configure alert notifications (e.g. receive emails when your algorithms place orders).
No No Yes
Server maintenance
We resolve any server-related issues such as hardware degradation, security updates, running a huge data analysis and crashing your system, etc.
No No Yes
Server-related tickets per month
Tickets related to server maintenance do not count against monthly ticket limits.
No Nounlimited
Software updates
We apply QuantRocket software updates to give you access to new features (at client’s request).
No No Yes

Support FAQ

Will my question be answered on the community site?

We read all questions and respond to as many as we can. We give priority to software bugs, issues that affect numerous users, and questions we can answer quickly. Our availability to answer community questions depends on the volume of premium support questions (which we give priority to), the volume of community questions, and other competing demands on time.

Why is support sold separately from the software?

QuantRocket is a small company and providing support is time-consuming. By offering support plans separately from the software plans, we can offer the software plans at a lower price to users who may not need to purchase support. A la carte pricing lets users cater to their specific needs.

Where do I report bugs?

Please report bugs on the community site.

Where else can I get help?

  • For Python or Pandas questions or other general programming questions, post your question to StackOverflow.
  • For questions about order types, trade executions, or IB market data, contact IB customer support.
  • For questions about the IB API, including error messages, the TWS API user group is a helpful resource.
  • Post Zipline questions to the Zipline user group or the Zipline GitHub repo.
  • Many Docker-related questions can be answered by a web search or on the Docker community forums.

What happens when I sign up for Ground Crew Basic?

After signing up, you will be able to log in to the premium support portal and send private messages to QuantRocket developers.

How does the ticket limit for premium support work?

Each new message thread counts as a new ticket. Follow-up messages to an existing thread do not count as separate tickets. However, please start a new thread for each new support question. Ticket limits are per rolling 30 days. Unused tickets do not roll over.

To track your ticket count, view your message history in the support portal as shown in the animation below.

Support portal message history

What happens when I sign up for Ground Crew Hosted?

We will contact you to determine your custom domain name preference (<yourname>.cloud.quantrocket.com), or you can email your preference to domains@nobots.quantrocket.com. Your cloud deployment will be set up within three business days. You will receive login credentials to securely access your deployment. Once you login, you can enter your IB username and password and begin using QuantRocket.

What kind of server is included with Ground Crew Hosted?

The included virtual cloud server has 16 GB of memory, 6 virtual CPUs, and 320 GB of SSD storage. Hardware upgrades are available for additional cost but the included server is sufficient for most use cases.

Can I migrate my hosted deployment to my own server later?

Yes. Follow the installation tutorials to deploy QuantRocket to your own server, then migrate your code via GitHub/Bitbucket, and migrate your databases via S3.

What kind of monitoring and maintenance is included with Ground Crew Hosted?

The Ground Crew Hosted plan provides unlimited server monitoring and maintenance, including backups, security updates and software updates, and resolution of issues with low memory, low disk space, hardware degradation, etc.

Unlimited support covers server-related issues but does not cover non-server areas such as strategy development and debugging, data questions, or software usage questions. However, you can use your monthly ticket quota to ask questions about these areas.