FortiCare and Professional Services

FortiCare Support

At Fortinet, we put a lot of care into making sure our customers are satisfied with our products and support. Our FortiCare support offerings are specifically designed to provide you with the support you need for all Fortinet products and services no matter where in the world you are.

With support from FortiCare, you can rest assured that your Fortinet security infrastructure is performing at its absolute best and protecting your critical assets and data.



FortiCare 24X7 Comprehensive Support

If you need ‘round-the-clock access to mission-critical support services, 24x7 Comprehensive Support will meet your requirements. In addition to online ticket access and online chat, 24x7 Comprehensive Support also includes telephone support at any time day or night. This level of service also lets you receive new hardware before returning the old when doing an exchange, so you 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, our customer support web portal, and online chat system. Additionally, 8x5 Enhanced Support lets you receive new hardware before returning the old when doing an exchange (where geographically available).

Advanced Services for Enterprises

Enterprise Advanced Services provide additional levels of personalized support designed for customers with mission-critical networks. Enterprise Advanced Services feature experienced technical account managers to provide a primary point of contact for all support-related issues.

The technical account manager will work collaboratively with you to gain a comprehensive understanding of your network, configuration, business, and organization. Along with customized escalation matrices, this information becomes part of the Enterprise Advanced Services Account Support Plan, which documents how Fortinet will work with you.

Additional features of Enterprise Advanced 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 our global services and support senior management team.

Enterprise Advanced Support is offered in three packages:

Premium Service delivers technical support excellence through fast-track access to the Advanced Services team. It also includes training and certification, a customized account plan, and proactive after-hours support.

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

First Service includes a technical account manager who collaborates with the customer to build and maintain long-term technical support as well as operational reviews and quarterly reporting. The service also includes best-practice guidance, upgrade assistance, extended software support to facilitate upgrade planning, additional service points, and advanced notifications.

FortiCare Premium RMA

We offer a range of premium hardware replacement services designed to exceed the most demanding support requirements of customers with mission-critical networks. FortiCare Premium RMA is 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 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 delivered onsite 24 hours-a-day, 7 days-a-week within 4 hours of RMA approval by Fortinet support.
  • Next-Day Delivery: Parts delivered the day following RMA approval by Fortinet support.

Premium RMA is available in select geographic locations. Your Fortinet reseller can provide more details.

FortiCare Secure RMA

The Secure RMA Service lets customers receive a replacement device without returning the hardware needing to be replaced.

Secure RMA can be added to the FortiCare Return & Replace, Advanced Replacement, or Premium RMA hardware replacement service.

Once hardware failure is confirmed, the customer will provide an RMA Release of Liability, and Fortinet will ship a replacement product.

Professional Services

Complex security implementations require focused planning, thorough testing, effective knowledge transfer, and seamless management. Our Professional Services team provides you with a broad range of technical and project management services to ensure 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 customers. Fortinet assigns a professional project manager who is responsible for developing the statement of work and managing the overall scope, schedule, resources, and quality of the project.

We also offer 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
  • Operational services

Depending on the complexity of the engagement and the available internal resources, customers may choose any or all of these services.