BarTender Technical Support Guidelines
Our Technical Support staff consists of well-trained, friendly support agents around the world. All of 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?
| • Activation and Licensing Assistance |
| • Installation and configuration questions |
| • Issue diagnosis and support |
| • Post-sales support on 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 fill the contact us form at BarTender Professional Services.
Technical Support Office Hours
Americas
Serves USA, Canada and Latin America
Monday - Friday | 4am - 6pm PST
EMEA
Serves Europe, Middle East, Africa and South Asia
Monday to Thursday | 9am - 6pm CET
Friday | 9am - 5pm CET
Asia-Pacific
Serves Asia(excluding South Asia), Australia, New Zealand and Pacific Islands
Monday - Friday | 9am - 6pm CST
Japan
Serves Japan
Monday - Friday | 9am - 5pm JST
Holiday closures
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:
| Essential | 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* (support response times) | 4 business hours | 2 business hours | 1 calendar hour |
|
Eligible products
|
BarTender Cloud |
BarTender Software BarTender Cloud |
See Premium Support below |
*Visit Availability and Channels for Support for further information and conditions on our support response time targets, support channels and availability.
- An Essential Support plan is included with an active BarTender Cloud Essentials subscription.
- A Standard Support plan is included with an active BarTender Software Maintenance agreement for your BarTender Software. It is also included with an active BarTender Cloud Automation subscription. 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, or to your BarTender Cloud Automation subscription (check with Sales or your BarTender partner for further information and conditions on how to purchase this add-on).
-
When not on a Maintenance and Support agreement, a Free Support Plan is available for registered end-users (or their authorized Seagull Scientific partner) of a licensed supported version of BarTender Software. You have access to Community support forums and email/web-form access only for software activation and license keys related issues.
If you'd like information on upgrading your support plan for your BarTender license, contact your BarTender reseller, or alternatively our sales team.
BarTender Software 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 Software to its registered end users who have a paid and active Standard or Premium Maintenance and Support Agreement.
Extended Support
Seagull Scientific, Inc. offers an optional support agreement on top of Maintenance and Support that will allow Automation and Enterprise Edition customers to extend support for a maximum of 2 years from the End of Support (EOS) date for the relevant BarTender Software version.
What Versions of BarTender Software Are Supported?
Find below a table that contains our currently supported versions of BarTender Software, and their End of Support dates:
| BarTender Version | Release Date | End of Support Date (EOS) | End of Extended Support | Status |
| BarTender 2022 | 26 April 2022 | 30 April 2028 | Supported | |
| BarTender 2021 | 2 November 2020 | 30 November 2026 | Supported | |
| BarTender 2019 | 8 April 2019 | 30 April 2025 | Supported | |
| BarTender 2016 | 11 Nov 2015 | 30 April 2023 | 30 April 2025 | Extended Support Only |
The following observations apply:
- Starting with BarTender 2019, we’ve simplified the EOS cycle and made it 6 years of guaranteed support starting with the release date of that version.
- Extended Support is currently only offered for BarTender 2016 (Automation and Enterprise editions only) for an additional cost and requires an active Maintenance and Support plan.
- Technical support assistance is only guaranteed to be provided if you're running your copy of BarTender on a supported Windows version.
- The only assistance that will be offered for unsupported BarTender versions are activation related issues (only for BarTender licenses with a product key code).
BarTender Cloud ToS and SLA
BarTender Cloud Terms of Service (ToS) can be found here.
BarTender Cloud Service Level Agreement (SLA) can be found here.
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.