CONTRACT 6397 Vender Agreement:�rrirzrrsa
Company I Barracuda Networks
Agreement No. 6397
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Schedule 5: Support Services Terms
In addition to the General Terms, the following terms govern Customer's use of the Barracuda Support Services.
This Schedule sets forth the terms and conditions under which Barracuda will provide Customer with Support
Services.
1. Technical Support Options.
1.1. Sip Benefits. Barracuda's Energize Update Support Service includes the following benefits
based on the level of technical support purchased by Customer:
Features
Basic Enhanced
Premium
Barracuda Energize Updates
Required Required
Required
Barracuda Instant Replacement
Recommended Required
Required
Term
1, 3, or 5 years 1, 3, or 5 years
1, 3, or 5 years
Barracuda Networks models supported
All models All models
6xx and above
Support Operation Hours
M-F 9 am - 5 pm phone 24/7 phone and email
Dedicated 24/7 phone
support 24/7 email support support
and email support
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Firmware maintenance
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Access to beta programs
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Data migration for
g replacement unit(s)
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Hard disk (RAID) replacement
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Live Transfer to Dedicated Support Technician
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Support Case Prioritization
Priority escalation to resolve critical issues
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PLAs)
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Dedicated Account Manager
Monthly Account Manager Calls
Monthly Support Case Report
Dedicated Technical Support Engineering Team
Proactive ticket evaluation
Dedicated Premium Email Alias
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Root cause analysis upon customer request
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...Issues
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Configuration review upon request:
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Barracuda reserves the right to modify the Support Services offered at any time, but no such modification will
go into effect until the end of the then -current Support Term. Support Service offerings may vary by Product
and geography. Please refer to the Supp i f^ irLk G i t°e gg
.,, r 1 sits, for the most current Support
Services descriptions.
1.2. Phone SuppDa. Barracuda will handle any problem involving
Products over the telephone or email.
2. Hardware Support Options.
2.1. Instant Replacement Ting>frames. For Customers residing in the United States, Barracuda will use
commercially reasonable efforts to ship Customer a new Product within twenty-four (24) hours of Barracuda's
confirmation that replacement Hardware is required. For Customers residing outside the United States,
Barracuda will use commercially reasonable efforts to ship Customer a replacement Product via express mail
within one (1) business day of Barracuda's confirmation that replacement Hardware is required. In some
regions, Customer may be required to purchase Instant Replacement at the time of Product purchase.
2.2. n9 Urtt Re I, n
2.2.1. In some regions, after four (4) continuous years of Instant Replacement service, Customer will receive
a replacement unit at no additional charge.
2.2.2. Instant Replacement must be purchased within sixty (60) days of initial order of the system to be
covered.
2.2.3. For Hardware not under an active Instant Replacement entitlement, Customer may, with prior
approval, return the defective Hardware and Barracuda will repair the Hardware at an additional cost.
3 Exclusions. The following are expressly excluded from the Support plans:
3.1. Repair or replacement of Products that is required as a result of causes other than normal �a
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(i) Repair, maintenance or modification of the Product by persons other than Barracuda's authorized
personnel;
(ii) Accident or negligence by the Customer;
(iii) User error or misuse of the Product; or
(iv) Causes external to the Product including, but not limited to, failure of electrical systems, fire, water
damage, hardware failure, operation system software failure or any other damage and failure not caused by
Barracuda.
3.2. Maintenance or technical services for any third party software or hardware, where such third party
software or hardware was not provided by Barracuda.
Revised: September 22, 2020
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Agreement No. 6397
IN WITNESS WHEREOF the parties hereto have executed this contract the day and year
first hereinabove written_
CITY OF EL SEGUNDO,
a general law city
lly
Charles Mallory, vector
Information "l'ech ol'o,y Se ces Department
ATTEST:
for
Tracy W eaer„
City Clerk
APPROVED AS TO FORM:
Mark D. HensIey,
City Attorney
Vazquez,
City Attorney
Hank L , "sk Management