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 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.
| 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 |
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Threat and Policy Definitions |
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Firmware Maintenance |
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Access to Beta Programs |
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Portal Access (Knowledge base) |
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Phone, Email, web-based Support channels |
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Unlimited support cases and authorized contacts |
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Hardware Support |
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Next Business Day Service |
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Return and Repair |
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Hardware Refresh Program |
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Value Added Services |
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Priority Escalations |
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Data Migration |
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Live Transfer to Dedicated Support Team |
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Priority Level Agreements for response times |
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Dedicated Premium Email Alias |
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Dedicated Account Manager |
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Dedicated Technical Support Team |
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Monthly Support Case Report |
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Monthly Check-Ins |
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Proactive Ticket Monitoring |
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Root cause analysis upon request |
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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.
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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.
