Support Plans and Packages

Barracuda's award-winning technical support is available 24x7 worldwide. Your time is valuable, which is why we will always connect you with a live person.

CLOUD SUPPORT OPTIONS

SUPPORT 24X7

Includes technical support via phone, live chat, online portal, and email 24x7 support

PREMIUM SUPPORT 24X7 DEDICATED TEAM

Premium Support includes a Dedicated Team of an support account manager and a team of highly skilled Premium Support Technicians that are familiar with your environment 24x7.

HARDWARE SUPPORT OPTIONS

BASIC SUPPORT 9X5

Includes technical support via phone, live chat, online portal, and email Monday – Friday 9am-5pm. 9x5 support.

ENHANCED SUPPORT 24X7

Enhanced Support includes Basic Support features plus mission-critical support 24x7 and advanced Instant Replacement delivered the next business day.

PREMIUM SUPPORT 24X7 DEDICATED TEAM

Premium Support includes Enhanced Support plus a Dedicated Team 24x7. The dedicated team consist of an account manager and a team of highly skilled Premium Support Technicians.

Download the Premium Support Brochure

Features Basic Enhanced Premium
Barracuda Energize Updates
Required Required Required
Barracuda Instant Replacement
Recommended Required Required
Term
1, 3, or 5 years 1, 3, or 5 years 1, 3, or 5 years
Barracuda Networks models supported
All models All models 6xx and above
Support Operation Hours
M-F 9 am - 5 pm phone support 24/7 email support 24/7 phone and email support Dedicated 24/7 phone and email support
Firmware maintenance
Access to beta programs
Data migration for replacement unit(s)
Hard disk (RAID) replacement
Hardware refresh 4yr program
Live Transfer to Dedicated Support Technician
Support Case Prioritization
Priority escalation to resolve critical issues
Priority Level Agreements (PLAs)
Dedicated Account Manager
Monthly Account Manager Calls
Monthly Suppor Case Report
Dedicated Technical Support Engineering Team
Proactive ticket evaluation
Dedicated Premium Email Alias
Root cause analysis upon customer request
Issues updated upon request
Configuration review upon request

HARDWARE REPLACEMENT OPTIONS

  • Basic Support – Return & Repair hardware at an additional cost. Repair 7 business days, ships standard ground.
  • Enhance Support - Customers with a current Instant Replacement subscription may receive replacement hardware after a full diagnosis by Barracuda Support has deemed a defected hardware. Ships Next Business Day.
  • Hardware refresh
    • Customers with 4yrs continuous instant replacement may receive a “Free” hardware replacement upon anniversary date.
    • Customers without Instant Replacement or before the 4-year anniversary date of Instant Replacement is eligible to “Purchase” hardware replacement at a minimal cost.