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.

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

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.