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Enterprise Backup and Data Recovery Subscription Levels

Klaus Horak
head of BE3SM, WAVE Solutions
«Bacula Systems support is outstanding!»
Salim Gasmi
CTO of SdV Plurimédia
«Bacula Systems support services are very high quality»

Bacula Systems recognizes the importance of world-class technical support. We offer six levels of subscription: Small Business Edition, Standard, Bronze, Silver, Gold and Platinum, all including comprehensive support benefits and access to the official Bacula Enterprise binaries.

The yearly subscription includes the software, the license rights, unlimited technical support, patches, updates and upgrades; there is no data volume charge or number of CPU multi-tier license to be added. The minimum subscription level is determined by the number of machines – also called “agents” – (servers, desktops, laptops, mobile devices, VMs and Containers) to be backed up, restored, installed or deployed combined with the required response time. Our prices are extremely competitive because you only need one subscription (per installed Director). To know the annual price for each subscription, please contact us as it can vary based on your Backup & Restore project as well as your specific needs. We offer lower total cost of ownership (TCO) and faster return on investment (ROI) than an equivalent proprietary solution for Backup and Data Recovery.

Support Levels and Response Times

BSBE Standard Bronze Silver Gold Platinum
Maximum number of agents 20 50 200 500 2000 5000
Minimum Authorized Contacts 2 2 2 3 5 5
Web Support
Phone support
24/7 Web & phone support
Bacula Systems Certified Binaries
Severity 1 1 D(1) 6 H(2) 4 H 1 H 1 H
Severity 2 2 D 1 D 6 H 2 H 2 H
Severity 3 3 D 3 D 1 D 1 D 1 D
Severity 4 4 D 4 D 2 D 2 D 2 D
BWeb Management Suite
Deduplication plugin
SAP S/4HANA plugin
Deduplication consulting
Training seats included per year(3) 1
PostgreSQL Catalog support
– Included in the subscription
– Not included – Option to purchase
– Not included – Not an option
(1) – D: Business Days
(2) – H: Business Hours
(3) – “Administrator I” or “Administrator II” courses

Severity Level Definitions:

  • Severity 1 RT: Production outage
  • Severity 2 RT: System degraded, no workaround
  • Severity 3 RT: System degraded, workaround exists
  • Severity 4 RT: Minor functionality problem

Business Hours are Central European Time.

Note: The number of machines to be backed up determines the minimum level of subscription. For instance, with 100 machines, the minimum level for the subscription to be taken is Bronze.

Further help: