梭子鱼中国技术支持与客户服务指南

Technical Support & Services, by TAC China, Barracuda

梭子鱼网络(Barracuda Networks, Inc.),为中国大陆及部分海外地区购买、使用、维护梭子鱼产品的用户、代理商和合作伙伴等提供技术支持和服务,主要包括:

TAC China of Barracuda Networks , we provide the following two packages of technical support & services for our customers, resellers or partners who are purchasing, using or maintaining Barracuda products in Greater China and SEA regions.
1. 基本服务: 针对“梭子鱼活力更新服务”(简称EU)服务有效期内的用户;
Basic Support: for those who have valid EU (Energize Updates) subscriptions;
2. 增强服务: 针对 “梭子鱼快速替换服务”(简称IR)服务有效期内的用户;
Enhanced Support: for those who have valid IR (Instant Replacement) subscriptions;

 

基本服务
Basic Support
增强服务
Enhanced Support

技术支持与服务

Technical Support & Services by TAC China, Barracuda

工作时间 Operation Hours:

9:00-17:30 , 周一~周五(法定节假日除外)

9:00 AM - 5:30 PM, MON - FRI

(excluding China statutory holidays)

联系方式 Contact:

热线电话、服务邮箱及网站、社媒平台

by Hotline, Email, Web Portal, WeChat

技术支持与服务(仅英文)

Technical Support & Services in English, by Global TAC, Barracuda

其余时间 Off Hours:

7*24小时全球技术支持

English Support 7*24 by Global TAC

(详见 for more details: http://support.barracuda.com.cn

威胁特征库、病毒库及防护策略定义的更新

Threat Signatures, Virus and Security Definitions Update

最新稳定版本的升级使用

Firmware Maintenance

最新发布版本的升级试用

Access to BETS Programs

关键问题的优先处理

Priority Escalation for Critical Issues

 -

协助旧设备的数据迁移

Data Migration for Replacement Unit

 -

硬盘(需支持热插拔RAID)或整机快速替换

Hard-disk (RAID) or Hardware Replacement/Refresh

 -

EU服务订购

EU Subscription

必需

Required

必需

Required

IR 服务订购

IR Subscription

 -

必需

Required


除上述所列出的技术支持和服务项目之外,通过梭子鱼授权代理商或总经销商,梭子鱼用户还可以获得,如设备的安装部署、配置优化、升级替换、定期巡检、技术培训、7*24 本地支持、特殊保障等增值服务(具体可提供的增值服务项目和内容,需与购买梭子鱼产品或服务的代理商或总经销商联系)。

Besides the above technical support & services operated directly by TAC China, customers can also contact Barracuda authorized distributors or resellers to get value-added services, such as on-site installation, configuration, maintenance, firmware upgrade, hardware replacement, 7*24 local support,as well as routine/on-purpose healthy inspection and field training, etc.

梭子鱼技术支持主要通过远程服务为用户提供技术咨询、在线诊断和问题解决。为保证梭子鱼远程技术支持的服务质量,用户的梭子鱼设备需要和梭子鱼中心建立临时的安全加密隧道(该操作仅可由用户发起执行)。若因用户方面网络限制等原因导致无法建立远程支持通道,梭子鱼将无法保证技术支持的服务质量,我们也不承担由此造成的一切后果和责任。

To ensure the service quality of remote technical support, Barracuda establishes a dedicated encrypted secure tunnel between customers’ Barracuda boxes and Barracuda Central by Support Tunnel connection (which can only be initiated by client-side) to implement remote diagnosis, troubleshooting and resolution. Provided that clients cannot meet the requirements to establish Support Tunnel, TAC China will not guarantee the service quality of technical support, and not assume any responsibility for the consequences.

梭子鱼网络仅对售出设备本身承担必要的维保和技术支持服务,对于设备中用户数据的安全性不承担任何责任。我们将依据上述服务条款为用户提供力所能及的服务,对由于用户设备本身的硬件故障所导致的数据丢失或损坏,梭子鱼网络将不承担相关责任。对于购买IR的用户,梭子鱼网络将按照服务条款为用户进行相关部件或整机的替换服务。梭子鱼网络建议用户通过高可用性或集群部署、数据备份等方式来提高梭子鱼设备中用户数据的安全性。

Barracuda Networks is responsible for requisite maintenance and technical support to appliance itself. For any user data loss or damage caused by hardware failures, Barracuda is only liable for appliance itself depending on the specific service package subscribed. We strongly suggest improving the security of user data stored in Barracuda appliance by HA deployment or data backup.



附:梭子鱼EU/IR(活力更新/快速替换)服务

P.S. Barracuda EU/IR (Energize Updates/Instant Replacement)

梭子鱼EU服务 Barracuda EU

在EU有效期内,梭子鱼中国技术支持和客户服务中心为用户提供如下服务::

With valid EU, TAC China provides services as below:

•      技术支持的基本服务选项,包括正常工作时间(周一至周五9:00-17:30,法定节假日除外)的电话热线中文支持和服务(仅限中国大陆地区拨打),以及服务邮箱、网站平台、在线社媒的中英文技术支持和服务;

Basic support covers the technical support and services through hotline (applicable to Mainland China only), or Email, Web Portal, WeChat during operation hours (9:00a.m. - 5:30p.m., Mon. - Fri. , excluding China statutory holidays).

•      最新发布版本或最新稳定版本的免费试用与升级;

Firmware maintenance and access to beta programs;

•      安全规则库、策略、特征、病毒库等的自动更新服务;

Automatic security & virus definition and threat signatures updates.


梭子鱼IR服务 Barracuda IR

在IR有效期内,除EU的全部服务之外,我们还提供:

With valid IR, we provide additional services as below:

•      客户问题的优先处理;

Priority Escalation for Critical Issues.

•      支持热插拔RAID驱动器的故障硬盘替换(经TAC确认为无法修复的硬件故障时);

Instance replacement of fault Hard-disk (only applicable to the models with hot swappable RAID, should be verified by TAC China in advance).

•      数据迁移服务,远程协助用户将旧设备的硬盘数据(在旧设备硬盘能正常读取数据的情况下,统计数据和日志数据除外)迁移到新设备的硬盘中;

Data migration from older unit to the new one (only if the old data is accessible, excluding statistics and logs, etc.);

•      故障设备的整机替换服务(经TAC确认为无法修复的硬件故障时);

Instant Replacement of fault hardware unit (should be verified by TAC China in advance).

•      快速替换服务(包括整机和RAID硬盘)及其相关RMA条款的最终解释权,归梭子鱼中国技术支持和客户服务中心所有;

TAC China and its Customer Service team hold all the final right of interpretation of the RMA items for Instant Replacement (including hardware and hard-disk replacement).


梭子鱼中国技术支持邮箱 Support Email:support@barracuda.com.cn

梭子鱼中国技术支持网站 Support Website:http://support.barracuda.com.cn

梭子鱼中国客户服务邮箱 Support Email:helpdesk@barracuda.com.cn

梭子鱼中国客户服务热线(仅可在大陆地区拨打)Hotline:400-720-8200 (applicable to Mainland China only) 

微信公众号:梭子鱼客户服务                梭子鱼网络
Live Chat:

 

                                              技术支持和客户服务中心

                                              梭子鱼中国

                                              TAC China,Barracuda