Onboarding
Barracuda takes a holistic approach to Onboarding, focused on technical configuration, enablement, and long-term partnership.
Collaborative engagement with customer stakeholders
Guided implementation support with best-practice guidance
Accelerating time to achieve first value and operational readiness
The table below compares the three Onboarding models across the key service areas that shape your initial experience.
Service Area | Core (Digital) | Plus (Guided First Value) | Pro (Guided Full Value) |
|---|---|---|---|
Your contact | Self-guided; no dedicated resource | Onboarding Specialist | Technical Account Manager + Onboarding Specialist |
How we engage | Self-service digital journeys, documentation, and video tutorials | Personalized engagement with scheduled sessions and milestone tracking | Comprehensive hands-on engagement with custom configuration and success planning |
Engagement scope | Unlimited self-service access | Up to 4 hours of personalized onboarding | Up to 6 hours of personalized onboarding |
Initiation | Automatic at subscription activation | Kickoff scheduled within 5 business days | Proactive outreach within 48 hours |
Onboarding email | Customized email within 48 hours with deployment guidance | Customized email within 48 hours with deployment guidance | Customized email within 48 hours with deployment guidance |
Onboarding meeting | — | 30-minute guided orientation session | Extended orientation and planning session |
Technical onboarding | — | Up to 2 hours of technical setup assistance | Custom-scoped technical implementation |
Configuration support | Self-service documentation | Basic configuration with knowledge transfer | Advanced configuration with best practices |
Success criteria | Self-validated via checklists | Defined milestones agreed at kickoff | Jointly agreed outcomes with success plan |
Handoff | Access to digital support resources | Cold handoff to CSM | Warm handoff to dedicated CSM and TAM |
Best suited to | Organizations with internal expertise comfortable with self-service | Organizations wanting guided deployment with expert assistance | Complex environments requiring comprehensive implementation support |
How our onboarding models work
Model | What it includes, when it applies |
|---|---|
Digital Onboarding (Core) | Access to self-service onboarding workflows including step-by-step instructions, video tutorials, deployment checklists, and configuration guidance. Customers self-direct their deployment using Barracuda Campus resources and product documentation. Available for most Barracuda products. |
Guided First Value (Plus) | Up to 4 hours of personalized onboarding engagement delivered per product basis (not per serial number). Includes onboarding meeting, technical setup assistance, basic configuration, and knowledge transfer. Scope defined in product-specific Onboarding data sheet. Additional time available via Advisory Credits or separately contracted Professional Services. |
Guided Full Value (Pro) | Up to 6 hours of personalized onboarding engagement delivered per product basis (not per serial number). Includes extended orientation, custom configuration, advanced setup, comprehensive knowledge transfer, and success planning session. Scope defined in product-specific Onboarding data sheet. Additional time available via Advisory Credits or separately contracted Professional Services. |
Onboarding journey
Stage | Core (Digital) | Plus (Guided First Value) | Pro (Guided Full Value) |
|---|---|---|---|
Welcome | Onboarding email with resources | Onboarding email + kickoff scheduling | Onboarding email + kickoff scheduling + Proactive outreach from CSM and TAM |
Orientation | Self-service videos and docs | 30-minute guided session | Extended planning and orientation session |
Implementation | Self-guided deployment | Technical assistance (up to 4 hrs) | Custom-scoped implementation (up to 6 hrs) |
Configuration | Documentation-driven | Basic config + knowledge transfer | Advanced config + best practices |
Validation | Self-service checklists | Milestone verification | Joint success criteria review |
Handoff | Digital support access | Introduction to pooled CSM | Warm handoff to dedicated CSM and TAM |
What's included in your onboarding email
Every customer receives a customized onboarding email within 48 hours of purchase containing:
Links to relevant training videos and documentation
Portal and tools overview for your products
Deployment checklists and quick start guides
Next steps based on your onboarding model
Contact information for additional assistance
Deliverables by model
Deliverable | Core | Plus | Pro |
|---|---|---|---|
Onboarding email | ✓ | ✓ | ✓ |
Self-service workflows | ✓ | ✓ | ✓ |
Video tutorials | ✓ | ✓ | ✓ |
Deployment checklists | ✓ | ✓ | ✓ |
Product documentation | ✓ | ✓ | ✓ |
Onboarding meeting | — | ✓ (30 min) | ✓ (extended) |
Technical setup assistance | — | ✓ (up to 4 hrs) | ✓ (up to 6 hrs) |
Configuration support | — | Basic | Advanced |
Knowledge transfer | — | ✓ | ✓ |
Success planning session | — | — | ✓ |
CSM introduction | — | Pooled | Dedicated + TAM |
Self-service onboarding resources
All customers have access to these resources regardless of plan:
Quick Start Guides — Step-by-step deployment instructions by product
Deployment Checklists — Structured task lists to track progress
Video Tutorials — On-demand training on Barracuda Campus
Product Documentation — Technical guides and configuration references
Knowledge Base — Troubleshooting articles and best practices
Support Community — Peer discussions and expert guidance
Access: Barracuda Campus | Product Documentation
Need more than your plan includes?
If your deployment requires more assistance than your onboarding model provides:
Option | Description |
|---|---|
Advisory Credits | Use Plus or Pro Advisory Credits for additional onboarding support |
Professional Services | Purchase additional implementation services à la carte |
Upgrade your plan | Move to Plus or Pro for expanded onboarding engagement |
Coordination with other teams
Onboarding is your entry point into the Barracuda support ecosystem. Based on your needs, we coordinate handoffs to:
Team | When engaged |
|---|---|
Professional Services | When additional implementation services are purchased or Advisory Credits are used |
Training | When Instructor-Led Training is included or purchased |
Customer Success | After initial deployment for ongoing success management |
Technical Support | When technical issues arise during deployment |
To discuss which onboarding model best fits your deployment, or to request additional implementation support, speak to your Barracuda account team.