Seagull Software Technical Support Guidelines
Seagull offers three levels of support – Essentials, Standard and Premium. For Customers, we will provide Premium Technical Support. Premium Technical Support is available 24x7x365, with a first reply time Service Level Target (SLT) of one-hour for Urgent Priority Level 1 responses.
Availability and Channels for Support
Support Details
- Language Availability. Support is available in the following languages: English, Spanish, Chinese Simplified and Traditional, Japanese, French and German.
- 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 Time targets do not apply for Incidents that have been internally escalated to engineering in the form of BarTender bug reports, feature requests or questions.
- 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 be assigned to Standard Support Time targets instead.
- Refer to the table below for further information on response time targets.
- All offices observe local holidays.
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 - 5pm 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
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 SLT* (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).
-
Technical assistance is only available to customers with an active Maintenance and Support agreement or contract. We strongly recommend ensuring that your license remains under an active Maintenance and Support agreement or subscription.
If you'd like information on upgrading your support plan for your BarTender license, contact your BarTender reseller, or alternatively our sales team.
Severity Levels
When logging a web-form support ticket with us, choose the severity level based on the severity definitions table below. Seagull, after reviewing the incident and customer impact, may change the severity level to more closely match the criteria.
Severity Level |
Description and Customer Impact |
Examples |
Applicability |
Severity 1 |
Core functionality is non-operational, or production cloud environments and/or business APIs are completely unavailable. This results in a full loss of printing capability or a critical business process. No workaround is available.
|
|
Applies only to production environments actively supporting business operations. Not applicable to development, testing, or staging. |
Severity 2 |
Core functionality is broken, or production cloud environments and/or business APIs are partially unavailable, causing significant impact to printing or essential business processes. No viable workaround is available.
|
|
Applies only to production environments. Not applicable to development, testing, or staging. |
Severity 3 |
A non-critical production function is failing, or performance of printing services and/or business APIs is slightly degraded. Core business operations remain functional. Sandbox or test cloud environments and APIs may be unavailable to applications, integrations, or devices. A workaround is typically available. |
|
Applies to all environments. |
Severity 4 |
Non‑time‑sensitive cosmetic, documentation, or non-functional issues. These do not affect printing or core business operations. A workaround is available or not required. |
|
Applies to all environments. |
Premium Service Level Target Response Times
Premium Technical Support is available 24x7x365, with a first reply time Service Level Target (SLT) of one hour for Urgent Priority Level 1 responses. Outside office hours and during holidays, first response time targets apply only to support inquiries initiated via the web form, provided that all mandatory fields are accurately filled.
| Availability |
Available 24x7x365 Service Level Target (SLT) hours correspond to calendar hours. |
| Supported Channels | Incidents submitted via Get Support Page (Web Form, Chat and Phone). |
Times are expressed in calendar hours:
| First Response SLT |
Urgent: 1 hour High: 2 hours Normal: 4 hours Low: 8 hours |
| Next Reply SLT |
Urgent: 4 hours High: 8 hours Normal: 24 hours Low: 48 hours |
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 12.0-12.X | February 20, 2026 | March 31, 2032 | N/A | Supported |
| BarTender 11.4-11.X | March 10, 2025 | March 30, 2031 | N/A | Supported |
| BarTender 2022 | April 26, 2022 | April 30, 2028 | N/A | Supported |
| BarTender 2021 | November 2, 2020 | November 30, 2026 | N/A | Supported |
Technical support assistance is only guaranteed if you're running your copy of BarTender on a supported Windows version.
Use of Support
You can find instructions on how to submit incidents to Seagull Software Technical Support here. You will also understand how we respond, prioritize and close issues you report to us.
We provide support for our free Drivers by Seagull™ only when used together with a supported version of BarTender and under a Maintenance and Support agreement or a subscription.
Support Status
Seagull Software Support will post regular status updates related to our services, systems, and general availability here. This page updates whenever one of our offices is closed, one of our support channels (phone, email, or chat) is experiencing a service interruption, or when our product activation servers are down or have limited connectivity.