Home > Support Subscriptions for Bacula Enterprise > Enterprise Backup and Data Recovery Subscription Levels

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 five levels of subscription: Standard, Bronze, Silver, Gold and Platinum, all including comprehensive support benefits and access to the official Bacula Enterprise Edition binaries.

The minimum subscription level is determined by the number of platforms (Operating Systems) to be backed up, combined with the number of Bacula Systems clients (servers and clients to be backed up), desired response time and necessary access to Deduplication technology, plugins, administrative tools, PostgreSQL catalog support or professional services. 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.

To MSPs: a dedicated pricing model, taking into account your business specificity, is available upon request. Please contact us to discuss.

Support Levels and Response Times

Number of clients and servers to be backed up1 to 5051 to 200201 to 500501 to 20002001 to 5000
Authorized Contacts12355
Support MediaWebWebWeb and PhoneWeb and PhoneWeb and Phone
Number of platforms4ALLALLALLALL
Severity 1 RT1 BD6 BH4 BH1BH1BH
Severity 2 RT2 BD1 BD6 BH2 BH2 BH
Severity 3 RT3 BD3 BD1 BD1 BD1 BD
Severity 4 RT4 BD4 BD2 BD2 BD2 BD
Access to plugins (optional)YesYesYesYesYes
Access to BWeb Management SuiteOptionOptionOptionOptionOption
Access to professional ServicesYesYesYesYesYes
Access to senior developersNoNoNoYesYes
Access to funded developmentNoNoNoYesYes
Training seats included per yearNoNoNoNo1
PostgreSQL catalog supportNoNoOptionOptionYes
Access to Global Endpoint Deduplication™ or Aligned Volume Deduplication™NoNoYesYesYes

RT: Response time – BH: Business hours – BD: Business days

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: