Availability and channels for support
The tables below contain 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
- Service Level Target (SLT) applicability:
- SLTs only apply to replies made by Support in English language. Replies for non-English languages are supported on a best effort basis.
- SLTs do not apply for Incidents that have been internally escalated to Engineering in the form of BarTender bug reports, feature requests or questions.
- For Standard Support:
- First Response SLTs 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.
- SLTs measured against an Incident will not exceed 8 business hours a day, regardless of open office hours.
- For Premium Support:
- During office hours, First Response SLTs 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 SLTs 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 SLTs instead.
Free support
Availability
Available during local business 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
- For Activation or License Key issues only, email us: -
RESPONSE TIMES OR UPDATE FREQUENCY ARE BASED ON BEST EFFORT
Standard support
Availability
Available during local business 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) -
- Email to one of the following email addresses: -
SERVICE LEVEL TARGET RESPONSE TIMES AND UPDATE FREQUENCY EXPRESSED IN
BUSINESS HOURS
First response SLT
Urgent priority level: 2 hours
High priority level: 4 hours
Normal priority level: 8 hours
Low priority level: 12 hours
Next reply SLT
Urgent priority level: 4 hours
High priority level: 8 hours
Normal priority level: 12 hours
Low priority level: 24 hours
Premium support
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) -
- Email to one of the following email addresses: -
SERVICE LEVEL TARGET RESPONSE TIMES AND UPDATE FREQUENCY EXPRESSED IN
CALENDAR HOURS
First response SLT
Urgent priority level: 1 hour
High priority level: 2 hour
Normal priority level: 4 hours
Low priority level: 8 hours
Next reply SLT
Urgent priority level: 4 hours
High priority level: 8 hours
Normal priority level: 24 hours
Low priority level: 48 hours