I thought it worth raising this here as others using Barracuda in the UK might be interested.
We run a Barracuda 350 Message Archiver to journal our emails. It's a great device, we have gotten a lot of use out of it and the feature-set is decent.
Unfortunately I got an alert this weekend about one of the drives failing in the RAID, so I contacted tech support. We have the "Instant Replacement" support option. The response came from the US support team and was very quick. The tech connected to the device remotely and confirmed it needed a replacement drive, but this is where it gets a bit worrying.
Apparently the UK offices are not open during the weekend, so he raised a despatch request for a replacement drive to be sent out Monday, to arrive Tuesday. Not the best. However, I run backups of the archives from the device too, so I let it...