Barracuda Subscription and Support Upsell Opportunities

Barracuda Subscriptions Energize Updates Barracuda Backup Subscription Instant Replacement Premium Support 1 year, 3 year, 5 year options Barracuda Networks Confidential

Barracuda Networks Support Tier structure provides effective mentoring and constant training, in addition to a consistent escalation path Support groups are broken up by areas of expertise to facilitate intensive training and maintain high levels of specific knowledge New or novel problems will move up the escalation path quickly

Barracuda Networks Support Support has an aggressive training program that facilitates interaction between support and engineering and keeps support personnel up-to-date Worldwide 24-hour coverage Offices in Campbell, Michigan, London, and Tokyo Barracuda Networks Support

Barracuda Networks Support Personnel have performance evaluated weekly Metrics used include: CSAT survey averages Closed case rate Knowledgebase article creation and referencing Bug identification and reporting Performance is incentivized Our primary concern at Barracuda Networks is ensuring customer problems are resolved in a professional and timely manner Barracuda Networks Support

Premium Support Barracuda Networks Premium Support Services delivers all the benefits of round the clock 24x7 support specially designed to provide professional services . A dedicated Premium Support Team monitoring Enterprise appliances with mission-critical environments.

Key Benefits of Premium Support Proactive Monitoring Dedicated Premium Support Engineer Dedicated Premium Account Manager Service Level Agreements Priority Escalations

Premium Support Dedicated Services Dedicated Premium Support Engineer Seasoned personnel with broad and extensive knowledge of all products Acts as customer advocate with Barracuda Engineers to ensure implementations are correctly aligned with customers needs. Familiar with your support history & IT strategies, the PS Engineer can evaluate and diagnose support problems to achieve optimal performance. Dedicated Premium Account Manager Works as Customer Advocate with all Barracuda Organization Departments Product Engineers & Developers Executive Management, Sales, customer service Contacts customers monthly for health check and feedback on product & services Account manager escalates issues in 30 minutes

Premium Support Proactive Services Proactive Monitoring Premium support team members monitor the Barracuda Network appliance health reports 24/7. Reducing the cost of downtime and protects the customer investment. Health report includes symptoms: • Network Connections • Service Reports • Hardware failure • Traffic load Configuration Review Bi-Annual configuration reviews are scheduled to keep customer Barracuda appliance running at optimal performance. Architecture reviews to ensure Barracuda Appliance is optimally configured Migration planning assistance

Support Escalation Services Instant Replacement Subscription Provides instant hardware replacement to be shipped within 1 business day Data migration services for Barracuda Spam & Virus Firewalls if the old data is accessible, and hard disk replacement on Barracuda Networks appliances that have swappable RAID drives. Service Level Agreements Priority case handling P1 > network down : 30 Minutes! ( best in the industry) Priority escalations from your Premium Support Engineer to Product Engineer Critical Situation Escalation Management Account manager escalating critical issues with in 30 minutes – Leader in response time Premium Support team on call 24/7 * Customer must have IR with Premium support; Premium Bundle includes EU/IR/PS

Premium Support Bundle Includes: Energize Updates Instant Replacement Premium Support Services Savings & Cost 20% less to buy subscriptions as Premium Bundle; savings start at $1,280 USD Net cost to upgrade to premium starts as low as $719 USD

Customer Testimonial California Government Agency Has all Barracuda Network Models 37 Appliances One location Up sold Premium to account for 41K Customer Whitepaper Up to 5 more locations adding Barracuda Other departments with in Government also going with Barracuda. Law offices..etc

Rules of Engagement Enterprise Models Cross selling Requirements 6xx and higher Cross selling Premium required on all products. Low end models require premium support. Requirements IR and EU subscriptions need to be current for upgrades

Support Documents Premium Support Brochure available online www.barracuda.com/support Barracuda Sales Representative

Yosemite Server Backup Yosemite Desktop/Laptop Backup Barracuda Networks Products Content Security Networking Storage Barracuda Spam & Virus Firewall Barracuda Load Balancer Barracuda Message Archiver Barracuda Web Filter Barracuda Link Balancer Barracuda Backup Service Barracuda IM Firewall Barracuda Web Application Firewall Barracuda SSL VPN Yosemite Server Backup Yosemite Desktop/Laptop Backup

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