Schedule 5: Support Services Terms
In addition to the General Terms, the following terms govern Customer’s use of the Barracuda Support Services.
This Schedule sets forth the terms and conditions under which Barracuda will provide Customer with Support Services.
1. Technical Support Options.
1.1. Support Service Benefits. Support Service benefits are based on the level of technical support purchased by Customer:
| Support Offerings | Enhanced Support | Premium Support |
|---|---|---|
|
Support Operation Hours
|
24x7
|
24x7
|
|
Term
|
1, 3, or 5 years
|
1, 3 or 5 years
|
|
Response time for critical issues
|
2hr
|
30min
|
|
Support Specialist Tier
|
Level 1
|
Level 2/3
|
|
Firmware Maintenance
|
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Resolution of Technical Questions
|
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Software Issue Inquiry
|
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Access to Product Documentation
|
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Configuration Guidance
|
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Feature Requests
|
||
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Access to BETA programs
|
||
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Phone, Email, Web-based Support Channels
|
||
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Unlimited Support Cases for Authorized Contacts
|
||
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Live Transfer (Critical Issues)
|
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Support Case Prioritization
|
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Priority Escalations to Resolve Critical Issues
|
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Root Cause Analysis (upon request)
|
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Proactive Notification About Resolved Software Issues
|
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Planned Event Support
|
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Premium Support Manager
|
||
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Monthly Check-ins and Reports
|
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Proactive Ticket Evaluation
|
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Configuration Review (upon request)
|
Barracuda reserves the right to modify the Support Services offered at any time, but no such modification will go into effect until the end of the then-current Support Term. Support Service offerings may vary by Product and geography. Please refer to the Support Plans and Packages Website for the most current Support Services descriptions.
1.2. Energize Updates. Barracuda’s Energize Updates Subscription includes the benefits of the Enhanced Support Service. Premium Support is available as an additional paid subscription.
1.3. Phone Support. Barracuda will handle any problem involving Products over the telephone or email.
2. Hardware Support Options.
| Features | Warranty |
Instant Replacement |
|---|---|---|
|
Hardware Support Level
|
Please see Schedule 2
|
Next Business Day
|
|
Term
|
1 year
|
1, 3, or 5 years
|
|
Hardware Refresh Program
|
||
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Data Migration for Replacement Unit(s)
|
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Hardware disk (RAID) replacement
|
2.1. Instant Replacement Timeframes. For Customers residing in the United States, Barracuda will use commercially reasonable efforts to ship Customer a new Product within twenty-four (24) hours of Barracuda’s confirmation that replacement Hardware is required. For Customers residing outside the United States, Barracuda will use commercially reasonable efforts to ship Customer a replacement Product via express mail within one (1) business day of Barracuda’s confirmation that replacement Hardware is required. In some regions, Customer may be required to purchase Instant Replacement at the time of Product purchase.
2.2. Additional Instant Replacement Terms:
2.2.1. In some regions, after four (4) continuous years of Instant Replacement service, Customer will receive a replacement unit at no additional charge.
2.2.2. Instant Replacement must be purchased within sixty (60) days of initial order of the system to be covered.
3 Exclusions. The following are expressly excluded from the Support plans:
3.1. Repair or replacement of Products that is required as a result of causes other than normal use, including without limitation:
(i) Repair, maintenance or modification of the Product by persons other than Barracuda’s authorized personnel;
(ii) Accident or negligence by the Customer;
(iii) User error or misuse of the Product; or
(iv) Causes external to the Product including, but not limited to, failure of electrical systems, fire, water damage, hardware failure, operation system software failure or any other damage and failure not caused by Barracuda.
3.2. Maintenance or technical services for any third party software or hardware, where such third party software or hardware was not provided by Barracuda.
Revised: December 28, 2022
