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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.

Any Barracuda Networks model 6xx and above 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.

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

Enhanced Support

  • 24x7 Phone & Email
  • All Models Supported
  • Threat and Policy Definitions
  • Firmware Maintenance
  • Access to Beta Programs
  • Priority Escalation for Critical Issues
  • Older Unit Data Migration
  • Hard disk (RAID) replacement

Premium Support

  • Dedicated 24x7 Phone & Email
  • Models 6xx and above Supported
  • Threat and Policy Definitions
  • Firmware Maintenance
  • Access to Beta Programs
  • Priority Escalation for Critical Issues
  • Older Unit Data Migration
  • Hard disk (RAID) replacement
  • Priority Level Agreement (PLAs)
  • Dedicated Account Manager
  • Dedicated Support Engineers
  • Dedicated Low Priority Email
  • Complete Diagnosis
  • Priority Beta Access
  • Weekly Issues Update
  • Configuration Review
  • Fast-Track Enhancements

Value-Add Services

Fast-Track Enhancement Option

Exclusive access to speed the development of requested enhancements; custom quotes provided.

Priority Level Agreement (PLAs)

PLAs provide a simple outline describing how lower priority and mission critical issues are handled.

Priority Escalation

Premium Support customers receive priority escalation to resolve mission critical issues, adhering to the current Escalation Policy.


On-Site Installation and Implementation

Available upon request, a sales engineer can assist in on-site installation and implementation for complex network environments at an additional charge.

Advanced Product Notifications/Beta Programs

Email notifications notify Premium Support customers of the latest firmware updates and upgrades, including upcoming releases and grant priority access to beta programs.

Weekly Issue Updates

A weekly update, or daily, is provided to track the status of enhancements and support requests.


Technical Support

Barracuda Networks provides Premium Support 24 hours a day, 7 days a week. Premium Support customers request their dedicated technical engineers for prompt assistance or send a request to the dedicated email address for lower priority issues.

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?

Yes. To ensure your network is operating at its peak, we require Premium Support customers to purchase subscriptions to both Energize Updates and Instant Replacement. Energize Updates ensure your Barracuda Networks unit is operating with definitions against the latest Internet threats. On the occasion of a failure, Instant Replacement will provide a new unit is shipped within one business day.

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

Yes. Premium Support is designed for enterprises who cannot afford extended periods of downtime for their mission critical environments. Any Barracuda Networks model 6xx and above 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.

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.