Because your time is valuable, we always connect you with a support professional — not an automated system.
Technical support options
Available support subscriptions for your Barracuda SaaS or hardware solution. Always 24x7, never any phone trees.
Enhanced support is included with a SaaS solution or Energize Update subscription and provides 24x7 technical support via phone, live chat, online portal and e-mail.
Premium Support ensures that your network is running at its peak performance by providing the highest level of 24x7x365 technical support for mission-critical environments. A dedicated Premium Support Manager and a team of highly-skilled technical engineers provide fast solutions to high-priority support issues, ensuring that your Barracuda solution maintains continuous uptime.
|Energize Update Subscription||Required||Required|
|Term||1, 3 or 5 years||1, 3 or 5 years|
|Support operation hours||24x7||24x7|
|Response time for critical issues||2 hours||30 minutes|
|Support initial contact||Level 1||Level 2/3||Consultant|
|Resolution of technical questions|
|Software issue inquiry|
|Access to product documentation|
|Access to BETA programs|
|Live transfer (critical issues)|
|Support case prioritization|
|Priority escalation to resolve critical issues|
|Root cause analysis (upon request)|
|Proactive notification about resolved software issues|
|Planned event support|
|Service level agreements|
|Premium support manager|
|Monthly check-ins and reports|
|Proactive ticket evaluation|
|Configuration review (upon request)|
|Project support and planning|
Hardware support options
Available subscriptions and add-ons for Barracuda physical appliances to support your evolving business needs and challenges.
Included with all hardware purchases, Barracuda’s hardware warranty guarantees that up to one year from delivery, your hardware will be free from defects in materials and workmanship.
One hundred percent uptime is important in corporate environments, but sometimes equipment can fail. In the rare case that a Barracuda product fails, Barracuda ships a replacement unit on the same or next business day. And by means of the Hardware Refresh program, we ensure that customers benefit from the latest hardware improvements and firmware capabilities.
|Hardware support level||Return-to-factory||Next business day|
|Hardware Refresh program|
|Hardware disk (RAID) replacement|
|Data migration for replacement unit|
|Term||1 year||1, 3, or 5 years|