Barracuda Networks

The Barracuda Premium Support subscription is designed for enterprise customers with Barracuda Networks model 6xx and above. Premium Support offers the highest level of 24/7 technical support for mission critical environments. Barracuda Networks is committed to meeting the demands of these environments by providing a dedicated and highly-trained technical support team.

Barracuda Networks works proactively to understand a customer’s challenges and issues, support requirements, and ensure that solutions achieve overall goals. Customer’s networks run all day, every day and Barracuda Networks strives to anticipate needs before they become issues.

Benefits of Premium Support:

• Response time
• Service level agreements (SLAs) to guarantee issues are quickly resolved, including priority escalation
• Dedicated Premium Support team familiar with the customer’s environment and strives to ensure optimal network performance and expedite fast case closure
• Root cause on each issue and development of best practices
• Advanced notification of new repairs and features in upcoming software releases

Value-Add Services

Technical Support – 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) – SLAs provide a simple outline describing how lower priority and mission critical issues are handled.

Priority Escalation – Premium Support customers receive priority escalation to resolve mission critical issues, adhering to the current Escalation Policy.

Proactive Monitoring – Dedicated Premium Support team members constantly monitor the health of customers’ 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 – 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 – A weekly update, or daily, is provided to track the status of enhancements and support requests.

Configuration Review – 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 – Exclusive access to speed the development of requested enhancements; custom quotes provided.

On-Site Installation and Implementation – 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 Firewall, Barracuda Web Filter, Barracuda IM Firewall, Barracuda Load Balancer, Barracuda Message Archiver and the Barracuda Web Site 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 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 – 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 – 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 24/7. An active Energize Updates subscription is required to purchase Instant Replacement to ensure the best customer experience.