BarTender® Standard Support Guide
BarTender® Software Information Sheet
For BarTender® customers on any currently supported BarTender version with Standard Maintenance and Support, Technical Support is available during business hours with a first reply time Service Level Target (SLT) of two (2) business hours* for Urgent Issues, according to the priority level definitions listed below. Standard Maintenance and Support is also available for 30-day Trial licenses during the trial period.
How to Create a New Support Case
- Navigate to the [Contact Support] webpage: Open the webpage and expand the dropdown menu. Select “I want to log a new Support Case.”
- Enter your BarTender Support Number: Input your Support Number and click Continue.
Finding your Support Number:
In BarTender Designer: Go to Help > About.
In BarTender Cloud: Navigate to Manage Cloud Account > General.
Your Support Case Number is 000001
Thank you for logging a support ticket with us. A support agent will follow up with you via email (see response time targets here). If you require further assistance, click on the chat or call options visible on the left panel. You will have to provide your case number when interacting with us. - Complete the required fields: Provide information for each available field to the best of your ability. Fields marked with an asterisk (*) are mandatory. Once all necessary details are entered, click Create Support Case.
- Receive your Ticket ID: After submission:
• Your Support Ticket number/ID will be displayed at the top of the screen.
দ্রষ্টব্য: The availability of live support channels will be determined automatically based on your request time and our business hours.
For mission-critical production issues, when submitting your incident via the web-form, in order to receive a guaranteed two (2) business hours first response time at the provided email address, make sure to:
i. Fill-in every field.
ii. Select urgent for the business impact of your issue.
iii. For BarTender Cloud critical availability issues enable the Cloud Outage checkbox.
Technical Support Office Hours
| সোমবার থেকে বৃহস্পতিবার | শুক্রবার | |
| আমেরিকা | সকাল 4 টা - বিকাল 6 টা PST | |
| EMEA | 9am – 6pm CET | 9am – 5pm CET |
| APAC | সকাল ৯টা - বিকাল ৫টা CST | |
| জাপান | 9am – 5pm JST | |
All offices observe local holidays. A full list of holiday closures can be found at: https://www.bartendersoftware.com/about/holiday-closures/
Priority level definitions
| 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 stagপরিবেশ। |
| 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 stagপরিবেশ। |
| স্বাভাবিক | This status includes product questions, feature requests and issues that do not affect production. |
| কম | This status includes routine questions and minor usability issues. |
* পরিদর্শন করুন Availability and Channels for Support for further information and conditions on our time targets, support channels and availability.
© 2025 Seagull Software, LLC. BarTender, BarTender Cloud, Intelligent Templates, Drivers by Seagull, the BarTender logo, the BarTender Cloud logo and the Drivers by Seagull logo are trademarks or registered trademarks of Seagull Software, LLC. All other trademarks are the property of their respective owners. PRT 0058_EN
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