The Barracuda support depends. Sometimes, they solve the issue promptly, but normally, they are not so fast and are not entirely focused on the problem. For example, sometimes I write many requests on the tickets, asking for one, two, three, or four steps and asking for one to three resolutions. Often, they respond with only one or two. So, I need to push again and again. In other cases, I ask questions and get positive feedback immediately, depending on who the technician is. Barracuda has engineers in the USA, UK, and other countries, so it depends on the technician's location and expertise. So, I am not completely satisfied, but sometimes it is okay, and sometimes it is not okay. So, depending on the region and depending on the person who actually receives these tickets, the technical support could be more knowledgeable. So they may need some training or education for the entire staff to respond immediately without any delays. Often, it happens that they respond because they need to, not because they understand the technology I'm using. So they respond just because it's required by the service level agreement, which specifies a response time within four hours. But this is just a response, not a resolution of the case. Sometimes, the response is within the agreed time, but the solution takes much longer.
