Barracuda Premium Support ensures that an organizationâs network is running at its peak performance by providing the highest level of 24x7 technical support for mission-critical environments. Customers will benefit from a dedicated account manager and a team of technical engineers who will provide fast resolution of high-priority support issues, ensuring that equipment maintains continuous uptime.
Key Benefits of Premium Support:
- 24x7 global support
- Priority response time to resolve mission-critical issues
- Service Level Agreements (SLAs) to guarantee that issues are resolved quickly
- Dedicated support team that is familiar with your environment
- Proactive monitoring for optimal performance
 | Barracuda Premium Support Brochure English - Español - Français - PortuguĂȘs |
| Basic Support | Enhanced Support | Premium Support | |
| Technical Support Center | M - F 9 a.m.-5 p.m. | 24 x 7 phone and email support | Dedicated 24x7 phone and email support |
| Threat and policy definitions | x | x | x |
| Firmware maintenance | x | x | x |
| Access to beta programs | x | x | x |
| Priority escalation to resolve critical issues | x | x | |
| Data migration of old Barracuda unit(s) | x | x | |
| Hard disk (RAID) replacement | x | x | |
| Service Level Agreements (SLAs) | x | ||
| Dedicated Account Manager | x | ||
| Dedicated Premium Support technical engineers | x | ||
| Proactive Monitoring | x | ||
| Dedicated email address for low priority support requests | x | ||
| Complete diagnosis and root cause of issue | x | ||
| Priority access to beta programs | x | ||
| Weekly issues update | x | Configuration review | x |
| Fast-track enhancements via Software Customization | x | On-site installation and implementation | Charges apply | Charges apply |
| Barracuda Networks models supported | All models | All models | 6xx and above | 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 |
Value-Add Services
Technical Support â Barracuda Networks provides Premium Support 24 hours a day, 7 days a week. Premium Support customers request their dedicated technical engineers for prompt assistance or send a request to the dedicated email address for lower priority issues.
Service Level Agreements (SLAs) â SLAs provide a simple outline describing how lower priority and mission critical issues are handled.
Priority Escalation â Premium Support customers receive priority escalation to resolve mission critical issues, adhering to the current Escalation Policy.
Proactive Monitoring â Dedicated Premium Support team members constantly monitor the health of customersâ Barracuda Networks products. When Energize Updates are downloaded, Barracuda units report any problems, including such as fan failure, hard drive failure, unstable network connectivity, email server down, DNS latency, inability to download updates or email overload. The customer is immediately contacted to troubleshoot the situation before a mission critical issue arises.
Advanced Product Notifications/Beta Programs â Email notifications notify Premium Support customers of the latest firmware updates and upgrades, including upcoming releases and grant priority access to beta programs.
Weekly Issue Updates â A weekly update, or daily, is provided to track the status of enhancements and support requests.
Configuration Review â A personalized configuration review is conducted via phone twice a year, upon request, to determine if the Barracuda units are configured optimally. Suggestions will be provided with further analysis to ensure the Barracuda units continue to operate at peak performance.
Fast-Track Enhancement Option â Exclusive access to speed the development of requested enhancements; custom quotes provided.
On-Site Installation and Implementation â Available upon request, a sales engineer can assist in on-site installation and implementation for complex network environments at an additional charge.
Premium Support FAQs
Why should I consider Premium Support?
For mission critical environments, Premium Support provides a dedicated account manager and technical engineers to resolve complex issues quickly. Our dedicated team becomes familiar with your network over time and has often identified situations before an issue arises.
Do I need Energize Updates and Instant Replacement subscriptions for Premium Support?
Yes. To ensure your network is operating at its peak, we require Premium Support customers to purchase subscriptions to both Energize Updates and Instant Replacement. Energize Updates ensure your Barracuda Networks unit is operating with definitions against the latest Internet threats. On the occasion of a failure, Instant Replacement will provide a new unit is shipped within one business day.
Does Premium Support apply to only higher end Barracuda Networks models?
Yes. Premium Support is designed for enterprises who cannot afford extended periods of down for their mission critical environments. Any Barracuda Networks model 6xx and above can be protected with Premium Support, including the Barracuda Spam & Virus Firewall, Barracuda Web Filter, Barracuda IM Firewall, Barracuda Load Balancer, Barracuda Message Archiver and the Barracuda Web Application Firewall.
Do I have to purchase a subscription for the entire cluster?
Yes. From a licensing perspective, we view all units as separate entities and require a subscription for each unit.
What if I have Premium Support for my Barracuda Spam & Virus Firewall 600, does that mean my Barracuda Message Archiver 650 is covered?
We require an active Premium Support subscription for each product.
How do I purchase Premium Support?
Premium Support is available through select certified partners. For more information, contact your local Barracuda Networks sales representative.
Other Support Offerings
Barracuda Energize Updates subscription â The Energize Updates subscription provides Barracuda Networks products with protection against the latest Internet threats and maintains the unit with firmware updates. Definitions are delivered for spam, virus, content categories, spyware filter, intrusion prevention, IM protocols, policies, security updates, attacks or document formats.
Barracuda Instant Replacement subscription â The Instant Replacement subscription provides an extended warranty, ensures a replacement is shipped overnight upon notification of a failed unit, assists with data migration to new unit and provides a RAID hard disk replacement as applicable. Instant Replacement also includes enhanced support with extended phone 24x7. An active Energize Updates subscription is required to purchase Instant Replacement to ensure the best customer experience.