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


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: -

[email protected], [email protected],

[email protected], [email protected]


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: -

[email protected], [email protected],

[email protected], [email protected]


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

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