Support Plans and Packages

遍布全球的支持专家,随时为您提供服务。

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 8X5

Includes technical support via phone, live chat, online portal, and email Monday – Friday 8am-5pm. 8x5 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

Support Offerings Basic Support Enhanced Support Premium Support
Business Hours
8am -5pm PST
Monday - Friday
24 x 7
Around the Globe
24 x 7
Around the Globe
Energize Updates
Included Included Included
Instant Hardware Replacement
Threat and Policy Definitions
Firmware Maintenance
Access to Beta Programs
Portal Access (Knowledge base)
Phone, Email, web-based Support channels
Unlimited support cases and authorized contacts
Hardware Support
Next Business Day Service
Return and Repair
Hardware Refresh Program
Value Added Services
Priority Escalations
Data Migration
Live Transfer to Dedicated Support Team
Priority Level Agreements for response times
Dedicated Premium Email Alias
Dedicated Account Manager
Dedicated Technical Support Team
Monthly Support Case Report
Monthly Check-Ins
Proactive Ticket Monitoring
Root cause analysis 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.