BarTender Technical Support Guidelines Follow

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?

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

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:

*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. 

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 version. 

What versions of BarTender are supported?

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

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 (Edition restrictions apply) 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).

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. 

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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