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Instant Replacement

Overview

"We know how important it is to have 100% uptime in corporate environments. We work hard to build reliable equipment that gives our systems a 99.99% uptime."

We also understand that sometimes equipment can fail. We therefore offer the Barracuda Instant Replacement Service. With the Instant Replacement Service, we provide next business day shipping of replacement hardware.

If your Barracuda Networks product fails, we will ship you a replacement unit within 1 business day so you can get back up and running soon. Replacement requests received outside normal business hours will be considered received the next business day for purposes of shipping date. Actual delivery time will vary based on transit time.

Hardware Refresh

Along with providing priority replacements in case of equipment failure, the Instant Replacement subscription also provides ongoing migration to the latest hardware platforms through the Barracuda Hardware Refresh Program.

Normally, refresh units are purchased for a fee that represents a discount over the list price over a new hardware unit. However, Barracuda Networks will waive this fee if your old hardware unit is more than 4 years old and covered under an Instant Replacement subscription. This means that by maintaining an Instant Replacement subscription with your Barracuda appliance, you can continue receiving a new hardware unit every 4 years at absolutely no additional cost.

With this, the Instant Replacement program provides a single, convenient subscription that covers you in case of hardware failure and provides an affordable way to migrate to the most current hardware platform on an ongoing basis.

Benefits of Instant Replacement

  • Enhanced Support which provides phone and email support 24x7.
  • Data migration service for Barracuda Email Security Gateways. Barracuda Networks will assist customers with moving the product configuration from the old product to the new product if the old configuration data is accessible.
  • Hard Disk replacement on Barracuda Networks models that have swappable raid drives. Barracuda Networks will ship via standard shipping a hard disk replacement. Customer must return the failed hard disk to Barracuda Networks.

Frequently Asked Questions

How long does the Instant Replacement Service last?

The Instant Replacement Service begins on the date the Barracuda Networks product is activated and expires exactly one year, three years or five years from the activation date, depending on the specific service plan purchased.

If I don't buy the Instant Replacement at the time I purchase my Barracuda Networks product, can I buy it later?

You will have 60 days from the date of purchase of the Barracuda Networks product to decide if you wish to purchase the Instant Replacement Service. If you wish to purchase the Instant Replacement Service within the 60-day window, the Service will retroactively begin on the delivery date of the Barracuda Networks product and continue for the time period purchased.

What is not covered by the Instant Replacement Service?

The Instant Replacement Service does not cover:

  • External causes such as abuse, misuse or problems with electrical power
  • Servicing not authorized by Barracuda Networks
  • Usage that is not in accordance with product instructions
  • Failure to follow the product instructions or failure to perform preventive maintenance
  • Problems caused by using accessories, parts, or components not supplied by Barracuda Networks
  • Products with missing or altered serial numbers
  • Products for which Barracuda Networks has not received payment
  • Products that have been physically damaged

How Does the Instant Replacement Service Work?

If you purchased your product directly from Barracuda Networks, Inc

During your Instant Replacement Service period, if your product fails, you should contact Barracuda Networks. We will use commercially reasonable efforts to ship a replacement product within 1 business day (for US and Canada only). For customers outside the United States, we will use commercially reasonable efforts to ship a replacement product via express mail within one business day after receiving the request. Upon contacting Barracuda Networks, you must return the original product to us. We will issue a Return Material Authorization Number for you to include with the return and will require a valid credit card number or purchase order. We will not charge you for the replacement product as long as you return the original product to us within 30 days after shipment of the replacement product. If we do not receive the original product within 30 days, we will charge your credit card or process the purchase order at the current list price for that product. Barracuda Networks will pay all shipping costs for the replacement product, provided you reside in the US or Canada. The customer is responsible for shipping costs back to Barracuda Networks of the covered unit.

If you purchased your product from a Reseller

During the Instant Replacement Service period, if your product fails, you should contact your Reseller. Your Reseller will coordinate the shipment of a replacement product to you within 1 business day (for US and Canada only). For customers outside the United States, your Reseller will coordinate the shipment of a replacement product via express mail within one business day after receiving the request. Upon contacting your Reseller to request a replacement product, you must return the original product. Your Reseller will coordinate the issuance of a Return Material Authorization Number for you to include with the return. A valid credit card number or purchase order will be required at the time of issuing the Return Material Authorization Number. You will not be charged for the replacement product as long as you return the original product within 30 days after shipment of the replacement product. If the original product is not received within 30 days, your credit card will be charged or the purchase order will be processed at the current list price for that product. Barracuda Networks will pay all shipping costs for the replacement product, provided you reside in the US or Canada. Alternatively, you may contact Barracuda Networks directly to coordinate the replacement and return of the original product, provided you have not already contacted your Reseller.

May I transfer the Instant Replacement Subscriptions?

Instant Replacement Subscriptions belong to the original purchaser and may NOT be transferred under any circumstances.

How do I renew Instant Replacement Service program?

If you purchased your product directly from Barracuda Networks

Before the Instant Replacement Service program expires, please contact Barracuda Networks at (408) 342-5400 or 1 (888) Anti-Spam, Monday-Friday, 9 a.m. - 6 p.m. (PT) to renew. Please have your product serial number available.

If you purchased your product from a Reseller

Before the Instant Replacement Service program expires, you should contact your Reseller. The Reseller will coordinate your renewal. Alternatively, you may contact Barracuda Networks directly to renew your Instant Replacement service, provided you have not already contacted your Reseller.