Barracuda Networks Premium Support
Customers Please Note: Energize Updates and Instant Replacement Subscriptions need to be maintained for every Barracuda Product. All subscriptions are continuous and must start from the date of activation. Renewals purchases are continuous and start from the date of expiration of your current subscriptions. No exceptions.
All Premium Support licenses can be found on their own individual product pages or purchase them below, more options can be found on individual product pages. Can't find the part you are looking for? Contact us today!
Premium Support Overview:
Barracuda Premium Support ensures that your network is running at its peak performance by providing the highest level of 24/7 technical supports for mission-critical environments. You will benefit from a team of dedicated account managers and technical support team who will provide fast resolution of your high-priority support issues, ensuring that your equipment maintains continuous uptime.
Support Services Provided:
- Barracuda Energize Updates provide Barracuda Networks products with protection against the latest internet threats and maintain the unit with malware updates. Definitions are automatically delivered for spam, virus, content categories, spyware filter, intrusion prevention, policies, security updates, attacks, and document formats.
- Barracuda Instant Replacement provides an extended warranty, ensures a replacement is shipped the next business day (overnight) upon notification of a failed unit, assist with data migration to new unit, and provides a RAID hard disk replacement as applicable.
Value-Added Services
- Proactive Ticket Evaluation provides a dedicated Premium Support team to oversee the progress of open issues of your Barracuda Networks unit(s) to ensure quick resolution time. As support issue arise, the Premium Support team works closely with highly skilled technical engineers.
- Premium Account Managers also conduct monthly courtesy calls to check in on the satisfaction with the product and services.
- Priority Level Agreements (PLAs) are provided to outline Premium Support response time based on the level of the support ticket.
- P1 – 30 Minutes, P2 – 1 hour, P3 – 8 hours, P4 – 24 hours
- Configuration reviews are offered via phone based on customer request to ensure optimal performance.
Key Benefits of Premium Support:
- 24/7 global support
- Priority response time to resolve mission-critical issues
- Priority Level Agreements (PLAs) to guarantee that issues are resolved quickly
- Dedicated support team that is familiar with your environment