FAQ

Find answers to the most common questions about Barracuda Support Plans, services, and how to get the most from your Barracuda investment.

Barracuda offers three support plan tiers:

• Core — Included with every subscription; provides essential support with self-service resources

• Plus — Add-on plan with enhanced SLOs, pooled Customer Success, and Advisory Credits

• Pro — Premium add-on with fastest response times, dedicated resources, and comprehensive services

Core support is included with every Barracuda subscription at no additional cost. It includes:

• 24/7/365 technical support access

• Best-effort response times

• Self-service documentation and training (Barracuda Campus)

• Digital onboarding resources

• Digital Customer Success engagement

• Access to community forums

Contact your Barracuda account team or reseller to discuss upgrading your support plan. Upgrades can typically be processed at any time during your subscription.

Support plans are typically applied at the account level, covering all products. Contact your account team to discuss specific requirements.

Your support plan continues at renewal unless you request a change. Your account team will discuss support plan options during the renewal process.

• Support Portal: login.barracudanetworks.com — Create and manage cases online

• Phone: Available for Plus and Pro customers (see support portal for regional numbers)

• Email: Submit cases via the support portal for tracking

Severity is based on business impact:

• P1 (Critical): Production system down, no workaround available

• P2 (High): Major functionality impaired, workaround may exist

• P3 (Medium): Partial functionality impact, workaround available

• P4 (Low): Minor issue, general questions, enhancement requests

Yes. If you feel your case needs additional attention:

• Request escalation through your existing case

• Plus/Pro customers can contact their CSM or TAM for advocacy

• Pro customers have access to escalation management

English is the primary support language. Best-effort support in other languages may be available depending on region and product. Translation technology may be used.

Technical support is available 24/7/365 for all customers. Response times vary by support plan and severity level.

Customer Success is focused on helping you achieve your business outcomes with Barracuda solutions. Unlike technical support (which is reactive and issue-focused), Customer Success is proactive and outcome-focused.

• Core: No dedicated CSM; digital engagement model

• Plus: Pooled Customer Success team with targeted touchpoints

• Pro: Dedicated, named Customer Success Manager

Your CSM helps with:

• Understanding your business objectives

• Developing and tracking success plans

• Monitoring adoption and health metrics

• Advocating during escalations

• Conducting business reviews

• Identifying expansion opportunities

• Plus: Your pooled CSM will reach out proactively; request engagement through your account team

• Pro: Direct contact information provided during onboarding

• For any queries please email csleaders@barracuda.com

A TAM (or CTAM for customers, PTAM for partners) is available to Pro customers. TAMs provide technical advocacy, architecture guidance, and serve as your technical point of contact within Barracuda.

Onboarding varies by support plan:

• Core: Digital onboarding (self-service resources, documentation, videos)

• Plus: Guided First Value — up to 4 hours of personalized onboarding per product

• Pro: Guided Full Value — up to 6 hours of personalized onboarding per product

If your deployment requires more assistance than your plan includes:

• Use Advisory Credits (Plus/Pro) for additional support

• Purchase Professional Services à la carte

• Upgrade your support plan

Guided onboarding (Plus and Pro) is delivered per product basis, not per serial number. For example, if you have multiple Email Security Gateway appliances, onboarding covers the product deployment, not each individual unit.

Advisory Credits are pre-purchased Professional Services capacity included with Plus (2 credits/year) and Pro (4 credits/year) plans. Each credit equals a predefined Packaged Services engagement.

Credits can be applied to any Advisory Services offering:

• Product Quick Start

• Software Update / Platform Migration

• Health Check (Assurance Review)

No. Advisory Credits expire at the end of your subscription year and do not roll over to subsequent years.

Contact your Customer Success Manager or account team to confirm your current credit balance and usage history.

Yes. Contact your account team to purchase additional credits beyond your plan allocation.

• Self-Paced Learning — On-demand courses on Barracuda Campus (all customers)

• Instructor-Led Training (ILT) — Live virtual or in-person courses

• Certification Programs — Official Barracuda certifications

• Custom Training — Tailored programs for your organization

Yes. All customers have unlimited access to self-paced learning resources on Barracuda Campus at no additional cost.

Browse the course catalog on Barracuda Campus and register for upcoming public sessions. For private training, contact your account team.

Yes. Plus and Pro customers receive discounted rates on public ILT courses and certification exams.

Barracuda offers certifications at three levels:

• Associate — Foundational knowledge

• Professional — Advanced configuration and troubleshooting

• Expert — Architecture and complex deployments

Partner support tiers align with partner program levels:

• Authorized/Affiliated partners → Core support features

• Preferred partners → Plus support features

• Premier partners → Pro support features

A Partner TAM (PTAM) is the partner equivalent of a Customer TAM (CTAM). Premier partners receive PTAM access for technical advocacy and guidance.

Yes. Partners can include support plans in customer solutions. Contact your Partner Account Manager for details.

Log in to the Support Portal and navigate to Account Management to add or manage authorized contacts.

Only authorized contacts registered on your account can open and manage support cases. Ensure your contact list is current.

Update your information through the Support Portal account settings or contact your account team.

Check your renewal date in Cloud Control or the Support Portal, or contact your account team.

Visit documentation.campus.barracuda.com for comprehensive product documentation.

Visit status.barracuda.com for real-time status of Barracuda cloud services.

Visit trust.barracuda.com for security practices, compliance certifications, and privacy information.

• Submit feature requests through the Community forums

• Discuss with your CSM (Plus/Pro)

• Provide feedback through product surveys

For questions not answered here, contact Barracuda Technical Support or your Customer Success Manager.