BarTender Technical Support Guidelines Follow

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Domingo Rodriguez

Our Technical Support staff consists of well-trained, friendly support agents around the world. All our agents read, write and speak English. Support is also available in the following languages, yet without service level time targets: Spanish, Chinese Simplified and Traditional, Japanese, French and German.

 

What is included with support?

 

 •  Product Activation assistance
 •  Installation and configuration questions
 •  Issue diagnosis and support 
 • Post-sales support on the software capabilities
and features

 

Our Sales team is happy to assist with license purchases, upgrades and finding a BarTender reseller for you. For items not covered by support, please engage with a BarTender partner or our Professional Services team.

 

What is offered by Professional Services

 

 •  Introductory and in-depth product training
 •  Consultation and implementation assistance
 •  Configuration and usage best practices
 •  Programming, coding, and integration design
 •  Custom label and template design

 

Our Professional Services specialists are there to help you make the most of BarTender. Please reach out to your BarTender provider for more information or email ProfessionalServices@seagullscientific.com.

 

Technical Support office hours

  • Americas |  4am - 6pm PST
  • EMEA 
    • Monday to Thursday | 9am - 6pm CET
    • Friday | 9am - 5pm CET
  • APAC | 9am - 6pm CST
  • Japan | 9am - 5pm JST

All offices observe local holidays. A full list of holiday closures can be found at www.SeagullScientific.com/about/holiday-closures

 

BarTender Support Plans

All BarTender users using a supported version of BarTender qualify for support. We offer several support packages to meet the needs of any business:

  Free Standard Premium
 Coverage hours Business hours Business hours 24x7
 Knowledge base
 Staffed community forum
 Email / Web-Form support *
 Phone support  
 Chat support  
 Remote assistance  
 Escalation prioritization to
 senior technicians
   
 First-response time target**   2 business hours 1 calendar hour
 Eligible editions
All Purchased Editions

30-day Trial
Enterprise and Automation

 

*Available only for issues relating to software activation and license keys.

**Visit Availability and Channels for Support for further information and conditions on our time targets, support channels and availability.

 

  • A Standard Support plan is included with an active BarTender Software Maintenance agreement for your BarTender license. 30-day Trial licenses also benefit from Standard Support coverage during the Trial period.
  • Buy a Premium Support plan by adding a Premium Support add-on to your existing BarTender Software Maintenance agreement (check with Sales or your BarTender partner for further information on how to purchase this add-on).
  • The Free Support Plan is offered to the registered end user of a licensed BarTender product (or their authorized Seagull Scientific partner) running a supported version of BarTender without an active Maintenance and Support agreement. There is no guaranteed response times for Free Support plan and you have access to Community and self-service support options.

If you'd like information on upgrading your support plan for your BarTender license, contact your BarTender reseller or alternatively our sales team.

 

BarTender Maintenance and Support agreement

You can access a copy of the Maintenance and Support (M&S) agreement here.

The M&S agreement describes the policies and procedures under which Seagull Scientific, Inc. provides technical support services and software maintenance for its proprietary software product BarTender to its registered end users who have a paid and active Standard or Premium Maintenance and Support Agreement. 

 

What versions of BarTender are supported?

Find below a table that contains our currently supported versions of BarTender, and their End of Support dates:

BarTender Version Release Date End of Support Date Status
BarTender 2021 2 November 2020 * Supported
BarTender 2019 8 April 2019 2 November 2024 Supported
BarTender 2016 11 Nov 2015 8 April 2023 Supported

* EOS date for BarTender 2021 will be announced once our next major release of BarTender is available.

 

The following observations apply:

  • Full coverage for technical support assistance is only guaranteed if you're running your copy of BarTender on a supported Windows version.
  • Assistance will be offered on BarTender Activation issues even if the BarTender license is no longer supported (only for BarTender licenses with a software activated product key code).
  • At this time, the oldest version of BarTender that is still supported is BarTender 2016.

 

Use of Support

You can find instructions on how to submit incidents to Seagull Scientific Technical Support here. You will also understand how we respond, prioritize and close issues you report to us.

 

Priority Levels

All support issues are triaged and assigned a priority. Your current support plan and ticket priority will be communicated to you as part of the qualification process, giving you the chance to disagree with the assigned priority or to upgrade your support plan to improve your support experience. 

Urgent / 

“Business Critical”

The highest priority. This status represents a complete loss of service or a significant feature that is completely unavailable. 

This status only applies to BarTender installations already running in production and will not be applied to development issues or problems in staging environments.

High /

“Degraded Service” 

This status includes intermittent issues or a significant feature that is partially unavailable. 
 
This status only applies to BarTender installations already running in production and will not be applied to development issues or problems in staging environments.
Normal This status includes product questions, feature requests and issues that do not affect production. 
Low This status includes routine questions and minor usability issues.

 

Printer Driver Support

We provide support for our free Drivers by Seagull™ only when used together with BarTender, including BarTender 30-day Trial Edition.

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