Barracuda Customer Experience
Your Partner in Security Success
Barracuda is committed to your success — from deployment to optimization. Our Support Plans deliver comprehensive lifecycle coverage designed to help you deploy faster, resolve issues quickly, and continuously improve your security posture.
Support Plans Overview
Barracuda Support benefits are based on the level purchased — Core (included with a valid product subscription), Plus or Pro (available as add-ons):
Capability | Core | Plus | Pro |
|---|---|---|---|
Term | Included | 1 year | 1 year |
24/7 Multi-Channel Support | ✓ | ✓ | ✓ |
Software Downloads, Updates & Maintenance | ✓ | ✓ | ✓ |
Support Tier Entry Level | Level 1 | Level 2, 3 | Level 2, 3 |
Priority Handling | Standard | High | Top |
Severity 1 Response Time | — | 30 minutes | 15 minutes |
Standby Support | — | Office hours | 24/7 |
Technical Account Manager | — | — | ✓ |
Formal Root Cause Analysis | — | — | ✓ |
Proactive Notification (Resolved Software Issues) | — | — | ✓ |
Proactive Ticket Evaluation | — | — | ✓ |
Product Onboarding | Digital Only | Guided First Value | Guided Full Value |
Assurance Review | Self-Service † | Included | Included |
Advisory Credits | † | 2 credits | 4 credits |
Health Monitoring (Digital) | ✓ | ✓ | ✓ |
Customer Success Manager | Digital Only | Pooled | Dedicated |
Executive Business Review | — | Bi-Annual | Quarterly |
Success / Milestone Planning & Alignment | — | Bi-Annual | Quarterly |
Escalation Advocacy | — | — | ✓ |
On-Demand Product Training (Digital) | ✓ | ✓ | ✓ |
LMS Team Management & Reporting | — | ✓ | ✓ |
Open Enrollment Instructor-Led Training + Certification | — † | — † | 2 credits
|
All Resource-Assisted Packaged Services (Product Quick Start, Health Check, Software Updates or Platform Migrations) are available on-demand to any customers via Advisory Credits.
† Core customers can purchase Credits à la carte to access Resource-Assisted services.
Choose the Right Plan for Your Needs
Core Support
Included with every Barracuda subscription
Reliable 24/7 technical support to keep your security environment running. Access digital onboarding resources, self-service health checks, and on-demand training through Barracuda Campus.
Best for: Organizations with internal security expertise seeking standard coverage.
Plus Support
For business-critical environments
Priority response times with 30-minute Severity 1 SLO. Guided onboarding helps you deploy faster, while 2 Advisory Credits per year provide access to expert-led Services. Your pooled Customer Success Manager ensures ongoing value realization.
Best for: Organizations requiring faster response times and proactive engagement.
Key Benefits:
30-minute Severity 1 response
Level 2/3 support entry
Guided First Value Onboarding
2 Advisory Credits
Pooled Customer Success Manager
Bi-annual business reviews
Pro Support
For mission-critical environments
The fastest SLOs with 15-minute Severity 1 response. Dedicated resources — including a Technical Account Manager and Customer Success Manager — provide strategic partnership and end-to-end accountability. Quarterly reviews and 4 Advisory Credits ensure continuous optimization.
Best for: Enterprise and global deployments requiring dedicated resources and strategic partnership.
Key Benefits:
15-minute Severity 1 response
Dedicated Technical Account Manager
Dedicated Customer Success Manager
4 Advisory Credits
Quarterly business reviews
24/7 standby support
Proactive notifications and ticket evaluation
2 Instructor-Led Training vouchers
Partner and MSP Support Entitlements
Partner support plans align with certification level:
Partner Level | Included Plan |
|---|---|
Authorized / Affiliated | Core |
Preferred | Plus |
Premier | Pro |
Partners delivering support receive plans as part of their certification benefits. Partners may purchase higher-tier plans for specific accounts.
Ready to Upgrade?
Contact your Barracuda account team to discuss upgrading to Plus or Pro.
Contact Sales | Talk to Your Account Team
For complete terms and conditions, see the Barracuda Technical Support Terms.