Legal Terms and Conditions

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. Barracuda’s Energize Update Support Service includes the following benefits based on the level of technical support purchased by Customer:





Barracuda Energize Updates




Barracuda Instant Replacement





1, 3 oder 5 Jahre

1, 3 oder 5 Jahre

1, 3 oder 5 Jahre

Unterstützte Barracuda-Modelle

Alle Modelle

Alle Modelle

6xx und höher


Telefon-Support Mo.–Fr. von 9 bis 17 Uhr; E-Mail-Support rund um die Uhr

Telefon- und E-Mail-Support rund um die Uhr

Dedizierter Telefon- und E-Mail-Support rund um die Uhr


Zugriff auf Beta-Programme

Datenmigration für Ersatzgerät(e)

Austausch der Festplatte (RAID)

Hardware-Refresh-Programm (4 Jahre)

Übergabe an dedizierten Support-Techniker

Priorisierung von Supportfällen

Priorisierte Eskalation zur Lösung kritischer Fragen

Priority Level Agreements (PLAs)

Eigens zuständiger Account Manager

Monatliches Meeting mit dem Account Manager

Monatlicher Support-Fallbericht

Eigens spezialisiertes technisches Support Engineering-Team

Proaktive Ticketbewertung

Eigener Premium-E-Mail-Alias

Ursachenanalyse auf Anfrage

Aktualisierung offener Vorgänge auf Anfrage

Configuration review upon requestt

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. Phone Support. Barracuda will handle any problem involving Products over the telephone or email.

2. Hardware Support Options.

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.

2.2.3. For Hardware not under an active Instant Replacement entitlement, Customer may, with prior approval, return the defective Hardware and Barracuda will repair the Hardware at an additional cost.

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: March 1, 2020