Service Main Type:
Technical
Service Sub Type:
Electronic
Service Description:
24x7
Service Details:
- Required Energize Updates
- Required Instant Replacement
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
Provided Support:
- Software Maintenance
- Configuration
- Troubleshooting
- Software Upgrade
- Software Update
- New Releases Update
Service Availability:
- 24 x 7 Phone Support
- 24 x 7 Email Support
Service Duration:
1 Year
Product Supported:
Barracuda 1050 Message Archiver
