Barracuda CloudGen Firewall Customer Service and Technical Support

Israel Caravantes
COO at i-Track Systems Development, S.A. de C.V.
When we buy the device for the customer, we buy the Enhanced Support, the extended support contract, 24/7 support. When we write in with issues we get very quick answers from technical support. The communication with their engineers is very fluid. We had a couple of sessions at one point; the engineer working with us never put down the phone. When her work hours were supposed to end, we changed to another engineer, but not immediately. The first one didn't say goodbye immediately. She stayed behind for 30 minutes to explain and transfer the case to the other engineer and we completed the test with the other engineer. He detected the failure and created the RMA to change the problematic piece and that was it. View full review »
Taradutt Pant
Founder at let's-ConnectIndia
I would say technical support is lacking. They don't have strong technical support; their abilities are not so good. The support is not fabulous, it's okay. They need to improve their support. View full review »
SystemAdbe1b
System Administrator at a K-12 educational company or school with 201-500 employees
I have called in a few times to the tech support, and they have been on top of it. If I have a problem, they respond immediately to help. Whomever I speak with is very knowledgeable about the product. Therefore, I have not had any issues with the technical support. View full review »
Find out what your peers are saying about Fortinet, Cisco, pfSense and others in Firewalls. Updated: May 2019.
347,894 professionals have used our research since 2012.
Dragoslav Vasiljevic
System & Network Engineer at a financial services firm with 11-50 employees
On a scale from one to 10, my rating is an eight. Level 1 and 2 of their support are good, but if you want serious expertise (Level 3), there are some issues. This is related to my area, maybe it is different in some other areas. View full review »
NetworkAdmin77
Network Administrator at a software R&D company with 51-200 employees
I would rate the technical support nine out of 10. View full review »
Director854e
Director of IT at Superfeet Worldwide Inc.
The technical support is good. View full review »
Hilary Tullier
Business Systems Manager with 201-500 employees
Technical support is very good. View full review »
Find out what your peers are saying about Fortinet, Cisco, pfSense and others in Firewalls. Updated: May 2019.
347,894 professionals have used our research since 2012.

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