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Support

A global support network of experts.
At your service.

Premium Support

Barracuda Premium Support ensures that an organization's network is running at its peak performance by providing the highest level of 24x7 technical support for mission-critical environments.

Customers will benefit from a dedicated account manager and a team of technical engineers who will provide fast resolution of high-priority support issues, ensuring that equipment maintains continuous uptime.

Premium Support is designed for enterprises who cannot afford extended periods of downtime for their mission critical environments.

Barracuda Networks models 6xx higher*, Cloud Azure & AWS, can be protected with Premium Support, including the Barracuda Email Security Gateway, Barracuda Web Security Gateway, Barracuda Load Balancer, Barracuda Message Archiver, Barracuda Backup, Barracuda NextGen Firewall F-Series and the Barracuda Web Application Firewall.

Premium Support can be purchased on lower end models when the PO is 15K or higher of same product family

Key Benefits of Premium Support

  • 24x7 global support
  • Priority response time to resolve mission-critical issues
  • Priority level agreements ( PLAs) to guarantee that issues are resolved quickly
  • Dedicated support team that is familiar with your environment

Basic Support

  • Mon - Fri, 9am - 5pm

    (Plus 24hr Email Support)

  • All Models Supported
  • Threat and Policy Definitions
  • Firmware Maintenance
  • Access to Beta Programs

Enhance Support

  • 24x7 Phone & Email
  • Only HW models are Supported
  • Threat and Policy Definitions
  • Firmware Maintenance
  • Access to Beta Programs
  • Priority Escalation for Critical Issues
  • Older Unit Data Migration
  • Hard disk (RAID) replacement
  • Hardware Refresh 4 year program

Premium Support

  • Dedicated 24x7 Phone & Email
  • Models 6xx and above Supported

    (Premium Support can be purchased on lower end models when the PO is 15K or higher of same product family)

  • Threat and Policy Definitions
  • Firmware Maintenance
  • Access to Beta Programs
  • Priority Escalation for Critical Issues
  • Older Unit Data Migration
  • Hard disk (RAID) replacement
  • Hardware Refresh 4 year program
  • Live Transfer to Dedicated Support Technician
  • Priority Level Agreement (PLAs) for response times
  • Dedicated Account Manager
  • Dedicated Premium Email Address
  • Dedicated Technical Support Engineering Team
  • Monthly Account Manager Call
  • Monthly Case Summary Reports
  • Support Case Prioritization
  • Proactive ticket evaluation
  • Issues Updated upon request
  • Configuration Review upon request
  • Root cause analysis upon customer request

Value-Add Services

Proactive Ticket Evaluation:

Your dedicated Premium Support team oversees the progress of your open issues of your Barracuda Networks Unit(s) to ensure quick resolution time. As support issue arise, the Premium Support team works closely with highly skilled technical engineers.

Premium Account Managers

Your dedicated account manager conducts monthly courtesy calls to check in on the satisfaction with the product and services.

Priority Level Agreement (PLAs)

PLAs are provided to outline Premium Support response times based on the level of the support ticket:

P1-30 Minutes,

P2- 1 hour,

P3 – 8 hours,

P4 – 24 hours


Configuration Review

A personalized configuration review is conducted via phone twice a year, upon request, to determine if the Barracuda units are configured optimally. Suggestions will be provided with further analysis to ensure the Barracuda units continue to operate at peak performance.

Frequently Asked Questions

Why should I consider Premium Support?

For mission critical environments, Premium Support provides a dedicated account manager and technical engineers to resolve complex issues quickly. Our dedicated team becomes familiar with your network over time and has often identified situations before an issue arises.

Do I need Energize Updates and Instant Replacement subscriptions for Premium Support?

Hardware Units are required to have Energize & Instant Replacement for Premium Support customers. Cloud based services such as AWS & AZURE do not require Instant Replacement. Energize Updates ensure your Barracuda Networks unit is operating with definitions against the latest Internet threats. Instant Replacement provides a new hardware unit within one business day on the occasion of a hardware failure.

Does Premium Support apply to only higher end Barracuda Networks models?

Premium Support is designed for those who cannot afford extended periods of downtime for their mission critical environments. Premium Support is for enterprise models 6xx higher or can be purchased on lower end models when ordered on a single Purchase Order for 15K or higher of the same product family.

Barracuda Networks models that can be protected with Premium Support include the Barracuda Email Security Gateway, Barracuda Web Security Gateway, Barracuda Load Balancer, Barracuda Message Archiver, Barracuda Backup, Barracuda NextGen Firewall F-Series, Barracuda Web Application Firewall, Cloud Azure and Cloud AWS services.

Do I have to purchase a subscription for the entire cluster?

Yes. From a licensing perspective, we view all units as separate entities and require a subscription for each unit.

What if I have Premium Support for my Barracuda Email Security Gateway 600, does that mean my Barracuda Message Archiver 650 is covered?

We require an active Premium Support subscription for each product.

How do I purchase Premium Support?

Premium Support is available through select certified partners. For more information, contact your local Barracuda Networks sales representative.