New tiered support plans help customers, partners, and MSPs get more value from Barracuda solutions with expert guidance, onboarding, and success services.

Key takeaways

• New Barracuda support plans bring onboarding, support, advisory services, customer and partner success, and training into one clear experience.
• Three tiers — Core, Plus, and Pro — make it easier to choose support based on business need and operational complexity.
• Advisory credits in Plus and Pro give customers flexible access to Barracuda expertise when and where it can add the most value.

Great support has always been part of a strong customer experience. But today’s IT and security teams need more than help when something breaks. They need expert guidance that helps them deploy faster, reduce risk, improve adoption, and get more value from their security investments.

Security environments are more complex than ever. Teams are managing more technologies, more users, and more risk, often with limited resources. When something goes wrong, they need expert help. Just as importantly, they need proactive guidance that helps prevent issues, accelerate deployment, improve adoption, and maximize the value of their security investments.

That’s why we are introducing new Barracuda support plans.

The new plans bring onboarding, technical support, advisory services, customer and partner success, and training together into one connected experience. The goal is simple: help customers and partners reduce risk, strengthen resilience, and get more from their Barracuda solutions.

Existing support offerings remain available. This launch is about expanding what is available to you, not taking anything away.

What’s changing about Barracuda support?

Traditional support models focus on resolving incidents after they occur. Responsive support remains essential, but many organizations now need more than break-fix interactions. Modern IT and security teams are expected to do more with less while managing growing environments, evolving threats, and increasing business expectations. Support has to evolve with them.

Barracuda support plans are designed around the entire customer lifecycle.

• Onboarding helps organizations deploy correctly and achieve value faster.
• Support provides access to technical expertise and clear escalation paths when issues arise.
• Advisory services deliver expert guidance for activities such as onboarding, migrations, optimization reviews, updates, advanced configuration, and assurance reviews.
• Customer and partner success teams help improve adoption, monitor health, and align technology investments with business goals.
• Training helps teams build the knowledge and skills needed to operate their environment with confidence.

Together, these services create a more proactive, outcomes-focused support experience.

Support aligned to business needs

Every organization has different operational needs. Barracuda Support Plans are available in three tiers, making it easier to choose the right level of support and engagement:

• Core Support provides dependable day-to-day support with digital onboarding, self-service resources, Customer Success and Partner Success engagement, and foundational training.
• Plus Support adds priority response, guided onboarding, advisory credits, assurance reviews, and structured Customer Success and Partner Success engagement. It is ideal for business-critical environments that require faster response times and more proactive guidance.
• Pro Support provides dedicated oversight for mission-critical environments, including TAM-led escalation management, a dedicated Customer Success or Partner Success Manager, advanced training and certification benefits, and Barracuda’s highest level of support.

This tiered approach gives customers the flexibility to align support with their environment, priorities, and desired level of engagement.

Flexible access to Barracuda expertise

One of the most significant additions to the new plans is the advisory credits, included with Plus and Pro Support. Advisory credits give customers flexible access to Barracuda expertise., and they can be used for onboarding assistance, migrations, optimization reviews, updates, advanced configuration, and assurance reviews. Plus Support includes two advisory credits annually, and Pro Support includes four.

Instead of treating each engagement as a separate project, organizations can apply advisory credits where they will have the greatest impact. That means more flexibility, faster access to expertise, and more opportunities to optimize security environments over time.

How do support plans fit into the BarracudaONE® vision?

Barracuda support plans complement BarracudaONE, Barracuda's AI-powered cybersecurity platform. BarracudaONE helps organizations see and prioritize risk. Barracuda Support Plans help them act on that insight with the right onboarding, expertise, guidance, and success engagement to get more value from their Barracuda investments.

What are the benefits for customers, partners, and MSPs?

Barracuda support plans are designed to create value across the Barracuda ecosystem.

Customers gain a more complete support experience that extends beyond incident management. They get the expertise, guidance, and resources they need to accelerate deployment, improve adoption, reduce operational risk, and strengthen resilience.

Partners and MSPs benefit from clearer support alignment, predictable escalation paths, and access to Barracuda-delivered resources that help improve customer outcomes. Because support plan inclusion aligns directly with certification level, partners and MSPs can reinforce the value of their expertise while better supporting the customers they serve.

Explore the new Barracuda support plans to find the right level of support, expertise, and engagement for your organization’s security environment.