MAINTENANCE AND SUPPORT
Global protection for your labeling investment
Your success is dependent on your output. With our industry-leading global support team, you receive expert assistance personalized to your needs to ensure business continuity and maximize the return on investment of your labeling.
Maximized uptime
Our global support experts provide timely responses to resolve issues quickly and mitigate potential disruptions, along with add-on advanced services for mission-critical environments.
Deployment success
We expand your in-house resources with unlimited access to technical experts and online resources to ensure you are successful with implementing your new barcode labeling solution.
Personalized assistance
We provide the industry’s most personalized support. Access live support via email, phone, and chat and in your preferred language around the world. Available 24/7/365 support add-on for assistance anytime.
Get the right level of support for your business needs
Premium Support
- Minimized disruptions with 24/7/365 live support, including after business hours, weekends, & holidays
- Escalation prioritization to senior technicians for critical or complex support issues
- Guaranteed 1-hour priority response to ensure business continuity of your mission-critical labeling
Standard Support
- Gain access to live technical support channels, including phone and chat
- Free software updates to stay current with the latest features and security enhancements
- Expand your in-house resources with licensing and activation assistance, diagnosis and support, and more
Essential Support
- Only available in BarTender Cloud™
- Get answers to your labeling questions with online resources, including knowledge base and community forums
- Web-form/Email support when you need extra assistance
| Premium | Standard | Essential | |
| Coverage hours | 24/7/365 | Business hours | Business hours |
| Free product updates | • | • | • |
| Knowledge base | • | • | • |
| Staffed community forum | • | • | • |
| Email/web-form support | • | • | • |
| Live phone support | • | • | |
| Live chat support | • | • | |
| Licensing and activation assistance | • | • | |
| Escalation prioritization to senior technicians | • | ||
| First-response time target** | 1 calendar hour | 2 business hours | |
| Weekend and public holiday support | • | ||
| Guaranteed 1-hour response time for business critical issues |
• | ||
| Eligible products | Professional, Automation, Enterprise, and Cloud | Purchased Editions and Cloud | Cloud only |
**Visit Availability and channels for support for further information and conditions on our time targets, support channels and availability.
“BarTender provides peace of mind. Whenever there is an issue, BarTender’s support team always solves it quickly.”
Yaskawa
“Printing is mission critical for Zimmer Biomet, and the response time we are experiencing is nothing like we’ve ever seen before.”
Zimmer Biomet
Frequently asked questions
What will I need when contacting Support?
In order to get support, you will be asked to enter your Product Key Code (PKC) or Support Number. The PKC was emailed when the product was purchased. You can find your support number in BarTender Designer, under Help/About or by clicking here.
How will I be notified that my MSA is about to expire?
We will send a notice to the email associated with the orginal purchase or registering contact.
My MSA is about to expire, what do I do?
You can find details on how to renew your MSA here.
Can I purchase a multi-year MSA?
Yes, you can purchase 1-year or 3-year agreements. Additional discounts are available for plans 3 years or longer. Contact sales here.
My MSA has expired, can I purchase it again?
Yes, you can renew your MSA here.
I’ve never purchased an MSA, can I buy it now?
Yes, you can purchase Maintenance and Support here.
Can I still get Support for BarTender versions that are past End of Support (EOS)?
Yes, there may be options to continue your support. Contact us here.
