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Barracuda Support Services

FAQ (Professional Services)

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What is the expected timeline for the completion of the service?

The initial email from our Professional Services team will be sent from within a maximum lead time of 3 days to the designated Service contact provided after purchase, marking the beginning of the planning phase.

In the subsequent planning call, our service engineers will detail the upcoming steps, and subsequent appointments will be coordinated based on mutual availability between the customer and the service engineers. It's essential to note that all activities are scheduled with the aim of meeting the 90-day service expiry deadline, emphasizing the importance of prioritizing the project on both ends to ensure timely completion.

Upon completion of implementation and testing, the technician will seek confirmation from the customer that the implementation aligns with the product requirements. Once customer confirmation is received, the case will be closed, and a customer satisfaction survey will be issued to gather feedback. We encourage you to complete the survey to help us continually enhance the Professional Services experience!

How will you communicate with us throughout the engagement?

We are committed to maintaining transparent and reliable communication throughout our engagement, primarily via email and scheduled calls where we address all inquiries and plan our next steps together.

Typically, urgent ad-hoc calls are unnecessary, as the only time you may experience a business impact is during the solution's implementation phase when our service engineers provide full support. Consequently, scheduling ad-hoc meetings or receiving email responses may take several days based on our engineers' availability.

However, should an urgent matter arise, please don't hesitate to reach out to us directly and provide your service case number via our support phone line:

Our ultimate aim is to ensure transparency and alignment at every stage, keeping you well-informed and actively engaged throughout the process.

What happens if the solution installation requires additional time to complete the service?

The mission of our Professional Services team is to guarantee the smooth functioning of the solution and the accessibility of essential features. Should it become evident during the initial project scoping that your requirements might surpass the allocated time frame, we urge you to collaborate closely with your Barracuda Networks Sales Representative and our Professional Services team. Together, we can explore additional options to meet your needs effectively.

What's the best way to reschedule a prearranged appointment?

Kindly cancel the meeting at your earliest convenience, but no later than 24 hours in advance, allowing us to adjust our resource allocation accordingly. We recognize that emergency circumstances may prevent advance notice, yet it's crucial to cancel the meeting to prevent unnecessary resource allocation.

Should a meeting remain uncancelled, our engineers will wait for a maximum of 10-15 minutes before departing. In such instances, a minimum deduction of 1 hour from your service contingent will be applied.

How do we handle situations where a customer is unresponsive?

In instances where a customer does not respond or engage with us despite our outreach efforts via email and phone, we will initiate our internal escalation process. This involves involving the Barracuda Sales representative responsible for the service sale. If all communication attempts remain unsuccessful, we will regrettably close the engagement on our end upon the expiration of the service subscription, typically within 90 days.

How can I provide feedback once the service engagement has been closed?

Once the service engagement has been completed, the Professional Services Technician will resolve your case and send a follow-up email with details on providing feedback to continue to enhance and improve our services. In the email, you will find a link to our survey where you can rate your experience and provide comments.

How can I get assistance after the service engagement has been closed?

Our award-winning support team is available for you after the service has been delivered:

Do Barracuda Networks Professional Services technicians also help with non-Barracuda Networks solutions?

Our technicians focus exclusively on Barracuda Networks solutions, but will be happy to provide information to help you properly prepare other devices or services and find the right resources.

Where can I find additional information about Barracuda Networks Professional services?

For more information, please review our brochure on the Barracuda Networks Support page or visit Barracuda Campus where you will find an overview of our Professional Services, video documentation, and our brochure.

You must be logged into Barracuda Campus to view the link included below. If you do not have access to Barracuda Campus, please reach out to your Barracuda Networks Sales Representative.



What are the working hours of the Barracuda Networks Professional Services team?

Professional Services are provided only between the hours of 08:00 AM and 6:00 PM local time, for a maximum of eight (8) hours in a 24-hour period from Monday to Friday.

What should I do if I need assistance on weekends or at night?

Our Professional Services hours are provided only between the hours of 08:00 AM and 6:00 PM local time, for a maximum of eight (8) hours in a 24-hour period from Monday to Friday.

If you have additional questions about assistance outside of our standard hours, please reach out to your Barracuda Networks Sales Representative.

Where can I find the Statements of Work?

The Statements of Work (SOW) can be found in our Campus documentation for Professional Services at the bottom of the page and are based on region.