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.
| 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 Support 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.
