1. Barracuda Subscription and Support Upsell Opportunities

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

3. 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

4. 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

5. 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

6. 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.

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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. Support Documents Premium Support Brochure available online
Barracuda Sales Representative

15. 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

16. Thank You