2.1. Instant Replacement Timeframes. For Customers residing in the United States, Barracuda will use commercially reasonable efforts to ship Customer a new Product within twenty-four (24) hours of Barracuda’s confirmation that replacement Hardware is required. For Customers residing outside the United States, Barracuda will use commercially reasonable efforts to ship Customer a replacement Product via express mail within one (1) business day of Barracuda’s confirmation that replacement Hardware is required. In some regions, Customer may be required to purchase Instant Replacement at the time of Product purchase.
2.2. Additional Instant Replacement Terms:
2.2.1. In some regions, after four (4) continuous years of Instant Replacement service, Customer will receive a replacement unit at no additional charge.
2.2.2. Instant Replacement must be purchased within sixty (60) days of initial order of the system to be covered.
3 Exclusions. The following are expressly excluded from the Support plans:
3.1. Repair or replacement of Products that is required as a result of causes other than normal use, including without limitation:
(i) Repair, maintenance or modification of the Product by persons other than Barracuda’s authorized personnel;
(ii) Accident or negligence by the Customer;
(iii) User error or misuse of the Product; or
(iv) Causes external to the Product including, but not limited to, failure of electrical systems, fire, water damage, hardware failure, operation system software failure or any other damage and failure not caused by Barracuda.
3.2. Maintenance or technical services for any third party software or hardware, where such third party software or hardware was not provided by Barracuda.
Revised: December 28, 2022