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.