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FortiCare and Professional Services
Customer satisfaction is Fortinet's number one priority. Fortinet’s FortiCare support offerings provide global support for all Fortinet products and deliver best-in-class support services. With FortiCare support, customers can be assured that their Fortinet security products are performing optimally and protecting their corporate assets.
Fortinet offers end-users several options for FortiCare support agreements so they can obtain the right level of support for their organization's needs. Attractively priced options include 24x7 and 8x5 support, both of which include software/firmware updates and upgrades; technical support services; and hardware replacement in the unlikely event of failure.
Additionally, offers a broad portfolio of Fortinet Professional Services that range from packaged installation services, to dedicated Resident Engineers.
FortiCare 24X7 Comprehensive Support
Customers who need round-the-clock access to mission critical support services will find that 24x7 Comprehensive Support meets their requirements. In addition to online ticket access and online chat, 24x7 includes telephone support at any time day or night. 24x7 also includes an advanced exchange hardware replacement RMA benefit so that customers can sustain high levels of availability.
FortiCare 8x5 Enhanced Support
Fortinet's FortiCare 8x5 Enhanced Support offering is designed for customers who need support during local business hours. FortiCare 8X5 Enhanced Support includes access to support services via telephone, the customer support web portal and online chat system. Additionally, 8x5 Enhanced Support includes advanced exchange hardware replacement. *
Note: Advanced exchange hardware replacement may not be available in all locations.
FortiCare Premium Services
FortiCare Premium Services provide an additional level of personalized support designed for customers with mission critical networks. FortiCare Premium Services feature an experienced Technical Account Manager who is the primary point of contact for all support-related issues.
The Technical Account Manager works collaboratively with his/her customers to gain a comprehensive understanding of the customer’s network, configuration, business and organization. Along with customized escalation matrices, this information becomes part of the Premium Services Account Support Plan, which documents how Fortinet will work with the Premium Services customer.
Fortinet Premium services offer two primary benefits: First, because the Technical Account Manager is extremely familiar with his/her customer’s network and security environment, he/she is able to solve problems quickly. Second, and perhaps more importantly, the Technical Account Manager works with customers proactively and is able to make recommendations and suggestions that help prevent problems from occurring.
Additional features of Fortinet Premium services include enhanced service level agreements, extended software support, priority escalation for critical issues, weekly and quarterly review meetings, onsite visits and direct access to Fortinet’s Global Services and Support senior management team.
Premium Support is offered in two packages: Premium Support Gold and Premium Support Global Gold. Premium Support Gold provides access to a single Technical Account Manager who is available during the customer’s primary business hours. Premium Support Global Gold is designed for global customers who need access to a Technical Account Manager in multiple time zones. Premium Support Global Gold includes access to three Technical Managers, based in the Americas, EMEA and Asia Pacific.
Both Premium Support Gold and Premium Support Global Gold services are offered in addition to the conditions of the standard FortiCare maintenance contracts, applied to a single customer account.
FortiCare Premium RMA
Fortinet offers a range of Premium hardware replacement services designed to exceed the most demanding support requirements of customers with mission critical networks. Fortinet delivers the ideal solution for critical and time sensitive installations around the world.
Both 8x5 Enhanced and 24x7 Comprehensive contracts can be upgraded to include one of the Premium RMA services. The three types of support are:
- 4-Hour On-Site Engineer: Parts delivered onsite as well as an Engineer, 24 hours-a-day, 7 days-a-week within 4 hours of RMA approval by Fortinet support.
- 4-Hour Courier: Parts only delivered onsite 24 hours-a-day, 7 days-a-week within 4 hours of RMA approval by Fortinet support.
- Next-Day Delivery: Parts only delivered next day following RMA approval by Fortinet support.
Premium RMA is available in select locations. Your Fortinet value-added reseller can provide more details.
Complex security implementations require focused planning, thorough testing, effective knowledge transfer and seamless management. Fortinet’s Professional Services provide a broad range of technical and project management services to insure rock-solid network security, delivered on schedule and within budget.
Most enterprise projects are based on statements of work that are developed in close consultation with the customer. Fortinet assigns a professional project manager who is responsible for developing the statement of work and manages the overall scope, schedule, resources and quality of the project.
Fortinet also offers a broad range of packaged Professional Services that are designed to address specific customer needs. Packaged Services include a pre-defined set of deliverables that typically focus on standard implementation or migration services.
Fortinet’s Professional Services methodology includes four standard lifecycle phases: Architecture and Design Services; Implementation and Deployment Services; Transition Services; and Operational Services. Depending on the complexity of the engagement and the available internal resources, customers may choose any or all of these services.