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Barracuda Support Services

Support Structure

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Contact Center

The Contact Center is located globally and provides 24/7 access to a real person to review your request.
The Contact Center performs the following services:

  • Verifies that a contact is an authorized Barracuda partner/customer
  • Opens support cases via
    • Phone
    • Live Chat
    • Email
  • Transfers calls to the assigned  technician
  • Transfers calls to the next available technician in the phone queue

Product Team Structure

Each team has its own structure consisting of a Team Lead, Tier 1 and Tier 2 technicians, and a Tier 3 technician (Lead Support Engineer) for some teams located in a different region. The Team Lead is responsible for day-to-day management of the team’s workload and provides technical assistance to customers. In addition, the Team Lead makes sure the team has the correct skill set and training to provide the best level of support. 

Technical Support is built around a tier structure for the escalation of cases. When a case requires development and/or product management, it is passed over for troubleshooting. The support team maintains communication with the customer and provides status updates until the support case is closed. This applies to all Barracuda products. 

Technical-Support_SupportStructure.png Technical-Support_SupportProductTeamStructure.png Technical-Support_Support_Escalations.png

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