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Advanced Services for Enterprise

Integrated support to maximize the value of your Fortinet appliances

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FortiCare Advanced Services for Enterprise provides integrated support to sustain and optimize Fortinet appliances. This scalable service has different service levels ranging from focused technical support to a comprehensive set of services to help with IT business continuity objectives. An assigned Advanced Services Coordinator will act as your liaison for Fortinet services, facilitating your overall service delivery, and ensuring timely responses through a focused communication channel. Enterprises should also consider Fortinet Professional Services.

FortiCare Advanced Services for Enterprise includes the following options:



The Premium service level provides technical support excellence through fast-track access to the Advanced Services team. Your team will also benefit from included training and certifications, a customized account plan, and proactive after-hours support.



The Business service level builds upon Premium with a designated engineer who will become familiar with your environment and assist in regular ticket reviews. This level also includes bi-annual and root-cause analysis reporting, as well as Advanced Service Points, which may be used to select the most appropriate service for your operational requirements.


The First service level builds upon Business with a technical account manager (TAM) who maintains long-term technical engagement while providing direct technical support, operational reviews, and quarterly reporting. The TAM will help your team with best practices guidance, upgrade assistance, extended software support to facilitate upgrade planning, and advanced notifications.

First is also available as a Global First service which provides larger geographical coverage by including a designated lead engineer per major region.


Service Relationship Manager

Fortinet’s Service Relationship Manager (SRM) service provides the customer with a designated service manager.  Fortinet SRMs possess a strong understanding of our customers’ business objectives and manage all elements of the service relationship.

The key benefits of this service are to reduce the effort involved in maintaining operations, reduce operating expenses (OpEx), reduce downtime, and achieve faster time-to-value. SRM service is already included in Select, Elite, Global First, and Global Elite service offers.

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