Availability and Channels for Support
The information below contains the availability and channels for support based on your support plan.
Support Details
- Language Availability. Support is available in the following languages: English, Spanish, Chinese Simplified and Traditional, Japanese, French and German.
- All offices observe local holidays. A full list of holiday closures can be found at www.SeagullScientific.com/about/holiday-closures
- Support Response Times target applicability:
- Response Time targets only apply to replies made by Support in English language. Replies for non-English languages are supported on a best effort basis.
- Response Times targets do not apply for Incidents that have been internally escalated to engineering in the form of BarTender bug reports, feature requests or questions.
- For Premium Support:
- During office hours, First Response Time targets only apply to support inquiries initiated via the Get Support Page (Web Form, Chat and Phone). It does not apply to inquiries initiated via Email.
- Outside office hours and during holidays, First Response Time targets apply only to support inquiries initiated via the Web Form, providing that all mandatory fields were accurately filled. Support tickets that were incorrectly created will get assigned to Standard Support Time targets instead.
- For Standard Support:
- First Response Time targets only apply to support inquiries initiated via the Get Support Page (Web Form, Chat and Phone). It does not apply to inquiries initiated via Email.
- Response Time targets measured against an Incident will not exceed 8 business hours a day, regardless of open office hours.
- For Essential Support:
- First Response Time targets only apply to support inquiries initiated via Web-Form at the Get Support Page.
- Response Time targets measured against an Incident will not exceed 8 business hours a day, regardless of open office hours.
Premium Support
| SUPPORT LEVEL | |
| Premium | |
| SUPPORT AVAILABILITY AND CHANNELS | |
|
Availability |
Available 24x7x365 Service Level Target (SLT) hours correspond to calendar hours |
| Office Hours (Americas) | 4AM to 6PM, Pacific Time, Monday through Friday |
| Office Hours (EMEA) |
9AM to 6PM, Central European Time, Monday through Thursday 9AM to 5PM, Central European Time, Fridays |
| Office Hours (APAC) | 9AM to 6PM, China Standard Time, Monday through Friday |
| Office Hours (Japan) |
9AM to 5PM, Japan Standard Time, Monday through Friday |
| Supported Channels |
Incidents submitted via Get Support Page (Web Form, Chat and Phone) |
|
SERVICE LEVEL TARGET RESPONSE TIMES AND UPDATE FREQUENCY EXPRESSED IN CALENDAR HOURS |
|
| First Response SLT (support response times) |
Urgent Priority Level: 1 hour High Priority Level: 2 hours Normal Priority Level: 4 hours Low Priority Level: 8 hours |
|
Next Reply SLT (support response times) |
Urgent Priority Level: 4 hours High Priority Level: 8 hours Normal Priority Level: 24 hours Low Priority Level: 48 hours |
Standard Support
| SUPPORT LEVEL | |
| Standard | |
| SUPPORT AVAILABILITY AND CHANNELS | |
|
Availability |
Available during regional office hours During Incident qualification, support ticket will get assigned to the closest region based on best effort practices |
| Office Hours (Americas) | 4AM to 6PM, Pacific Time, Monday through Friday |
| Office Hours (EMEA) |
9AM to 6PM, Central European Time, Monday through Thursday 9AM to 5PM, Central European Time, Fridays |
| Office Hours (APAC) | 9AM to 6PM, China Standard Time, Monday through Friday |
| Office Hours (Japan) |
9AM to 5PM, Japan Standard Time, Monday through Friday |
| Supported Channels |
Incidents submitted via Get Support Page (Web Form, Chat and Phone) |
|
SERVICE LEVEL TARGET RESPONSE TIMES AND UPDATE FREQUENCY EXPRESSED IN BUSINESS HOURS |
|
| First Response SLT (support response times) |
Urgent Priority Level: 2 hours High Priority Level: 4 hours Normal Priority Level: 8 hours Low Priority Level: 12 hours |
|
Next Reply SLT (support response times) |
Urgent Priority Level: 4 hours High Priority Level: 8 hours Normal Priority Level: 12 hours Low Priority Level: 24 hours |
Essential Support
| SUPPORT LEVEL | |
| Essential | |
| SUPPORT AVAILABILITY AND CHANNELS | |
|
Availability |
Available during regional office hours During Incident qualification, support ticket will get assigned to the closest region based on best effort practices |
| Office Hours (Americas) | 4AM to 6PM, Pacific Time, Monday through Friday |
| Office Hours (EMEA) |
9AM to 6PM, Central European Time, Monday through Thursday 9AM to 5PM, Central European Time, Fridays |
| Office Hours (APAC) | 9AM to 6PM, China Standard Time, Monday through Friday |
| Office Hours (Japan) |
9AM to 5PM, Japan Standard Time, Monday through Friday |
| Supported Channels |
Incidents submitted via Get Support Page (Web Form) |
|
SERVICE LEVEL TARGET RESPONSE TIMES AND UPDATE FREQUENCY EXPRESSED IN BUSINESS HOURS |
|
| First Response SLT (support response times) |
Urgent Priority Level: 4 hours High Priority Level: 6 hours Normal Priority Level: 12 hours Low Priority Level: 24 hours |
|
Next Reply SLT (support response times) |
Urgent Priority Level: 8 hours High Priority Level: 12 hours Normal Priority Level: 24 hours Low Priority Level: 48 hours |
Free Support
| SUPPORT LEVEL | |
| Free | |
| SUPPORT AVAILABILITY AND CHANNELS | |
|
Availability |
Available during regional office hours |
| Office Hours (Americas) | 4AM to 6PM, Pacific Time, Monday through Friday |
| Office Hours (EMEA) |
9AM to 6PM, Central European Time, Monday through Thursday 9AM to 5PM, Central European Time, Fridays |
| Office Hours (APAC) | 9AM to 6PM, China Standard Time, Monday through Friday |
| Office Hours (Japan) |
9AM to 5PM, Japan Standard Time, Monday through Friday |
| Supported Channels |
(only for Activation or License Key issues, submit your incident via the Web Form card under the Get Support Page) |
|
RESPONSE TIMES OR UPDATE FREQUENCY ARE BASED ON BEST EFFORT |
|