Bartender Software
Өзгөчөлүктөрү:
- Product Name: BarTender Support System
- Колдоо каналдары: Web-based support case creation
- Availability: Based on business hours and request time
- Priority Levels: Urgent / Business Critical, High / Degraded
Service, Normal, Low - Office Hours: Monday to Thursday – Americas (4am-6pm PST), EMEA
(9am-6pm CET), APAC (9am-6pm CST), Japan (9am-5pm JST); Friday –
EMEA (9am-5pm CET)
Продукт колдонуу нускамалары:
Creating a New Support Case:
- Navigate to the Contact Support webpage by opening the webсайт
and expanding the dropdown menu. Select “I want to log a new
Support Case”. - Enter your BarTender Support Number and click Continue. You can
find your Support Number in BarTender Designer under Help >
About or in BarTender Cloud under Manage Cloud Account >
Генерал. - Complete all required fields marked with an asterisk (*).
Provide accurate information and click “Create Support Case” once
all details are entered.
Эскертүү: The availability of live support channels
is determined automatically based on request time and business
hours. For urgent issues, ensure to fill in all fields, select
“urgent” for business impact, and enable the Cloud Outage checkbox
for critical BarTender Cloud availability issues.
Technical Support Office Hours:
Support is available during specific hours based on region.
Refer to the following schedule:
- Дүйшөмбүдөн бейшембиге чейин: Americas (4am-6pm PST),
EMEA (9am-6pm CET), APAC (9am-6pm CST), Japan (9am-5pm JST) - Жума: EMEA (9am-5pm CET)
Priority Level Definitions:
- Urgent / Business Critical: Complete loss of
service or significant feature unavailability in production
чөйрөлөр. - High / Degraded Service: Intermittent issues
or partial feature unavailability in production environments. - Кадимки: Product questions, feature requests,
and non-production-affecting issues. - Төмөн: Routine questions and minor usability
маселелер.
*For detailed information on availability, support channels, and
time targets, visit the Availability and Channels for Support
section on bartendersoftware.com.
Көп берилүүчү суроолор:
Q: How can I ensure a quick response for mission-critical
production issues?
A: To receive a guaranteed two (2) business hours first response
time for critical issues, fill in all fields, select “urgent” for
business impact, and enable the Cloud Outage checkbox for BarTender
Cloud availability problems.
BarTender® Standard Support Guide
BarTender® Software Information Sheet English
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
1. Navigate to the [Contact Support] webpage: Open the webpage and expand the dropdown menu. Select “I want to log a new Support Case.”
2. 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.
3. 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.
4. Receive your Ticket ID: After submission: · Your Support Ticket number/ID will be displayed at the top of the screen.
Note: 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
Дүйшөмбүдөн бейшембиге чейин
Америка
4:6 - XNUMX:XNUMX PST
EMEA
9am – 6pm CET
APAC
9:6 - XNUMX:XNUMX CST
Жапония
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/
Friday 9am – 5pm CET
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 stagчөйрөлөр.
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 stagчөйрөлөр.
Кадимки
This status includes product questions, feature requests and issues that do not affect production.
Төмөн
This status includes routine questions and minor usability issues.
*Visit Availability and Channels for Support for further information and conditions on our time targets, support channels and availability.
bartendersoftware.com
© 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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