Overview
Fortinet solutions provide critical services, and if issues arise they need to be addressed quickly to help ensure security and business continuity. We provide FortiCare technical support and return merchandise (RMA) services on a per-device basis for 24x7 support and timely issue resolution. FortiCare services support the entire Fortinet Security Fabric, which offers multi-disciplinary support and a single source for troubleshooting. Flexible support options help your organization maximize uptime, security, and performance according to the needs of your business.
FortiCare Support Services for Small Businesses
Small-medium business (SMB) owners need continuous coverage at a reasonable price to keep business running for each critical client transaction.
FortiCare Essential
FortiCare Essential is the base-level service, and it is targeted toward devices that require a limited amount of support and can tolerate next-business-day, web-only response for critical as well as non-critical issues. This service is only offered to FortiGate models 8x and below and to low-end FortiWifi devices.
FortiCare Premium
FortiCare Premium covers you around the clock, for whenever you need technical support coverage. It includes web, chat, and telephone support to our global team. Hardware replacements are sent next business day shipping, ahead of you returning the original device. Foundational FortiGuard subscriptions for dynamic policies are included.
Professional Services
Start making a difference in your business with the Security Fabric as soon as possible. Remote technical experts are a great value and can help deploy the Security Fabric, so you can start realizing your investment sooner and tailor the options to your needs. Detail
Premium RMA
For some businesses, waiting until the next business day might be too long when it comes to a weekend or country import controls. Premium RMA service can provide a guaranteed next calendar day delivery, no matter your location or day of the week.
FortiCare Support Services for Enterprise
Enterprise businesses continue to focus on maintaining business operations while managing various risks from impacting the enterprise.
FortiCare Elite
FortiCare Elite services offers enhanced service-level agreements (SLAs) and accelerated issue resolution. This advanced support offering provides access to a dedicated support team. Single-touch ticket handling by the expert technical team streamlines resolution. FortiCare Elite services are available for FortiGate, FortiGate VM, FortiWiFi, FortiManager, FortiAnalyzer, FortiAP, and FortiSwitch appliances.
Enterprise Support Agreement
Simplicity and operational expenditure come together with an Enterprise Support Agreement. This program allows enterprises to have one discounted flat contract for their Security Fabric, enabling auto-registration and consistent entitlements across all devices. This results in better operations and more efficiencies.
Advanced Services
This support level provides a designated engineer that will learn about your team and Security Fabric deployment, resulting in quicker resolutions and guidance for your team. Use the included training, service points, and higher ticket SLAs to better enable your services. Details here.
Four-Hour Parts with Engineer
Space is precious at the data center and spares can be lost in a distributed enterprise. This support delivers a replacement unit at your location within four hours, with an engineer to physically install the device, update firmware, and establish network management to your remote team. Geographic restrictions apply.
FortiCare Support Services for Service Provider
Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) equip customers with critical services where teaming with the technology vendor is necessary for success.
FortiCare Elite
FortiCare Elite enables the service provider to individually allocate cost for a higher support level to an individual device or serviced customer contract. FortiCare Elite offers enhanced service-level agreements (SLAs) and accelerated issue resolution. This advanced support offering provides access to a dedicated support team. Single-touch ticket handling by the expert technical team streamlines resolution. You can bring a new service level to market or become eligible for more opportunities.
Learn more about FortiCare service offerings
Advanced Services for Service Provider
Fortinet knows how to equip and team with partners providing services to end-customers. This support level is centered around training the partner’s delivery team, assisting with deployment logistics, and working with a designated FortiCare support engineer. Details
Four-Hour Parts with Engineer
FortiCare Four-hour Parts with Engineer provides quick hardware problem resolution without you having to build out a field support team. Fortinet will deliver the replacement device to the customer’s location fast, physically replace it, and get it accessible for your remote team to continue the restoration process.
Resident Engineer
As projects and staffing fluctuate, Fortinet provides Resident Engineers who can work on-site or remote to augment your staffing needs. With internal connections, full training, and knowledge from previous deployments, Fortinet Resident Engineers will quickly benefit your project plan or resource constraints.
24x7 Technical Support
Technical Support is delivered through our Global Technical Assistance Centers. Each geographical region has a Center of Expertise. These are supplemented by regional support centers, which provide regional and local language support. 24x7 technical support includes global toll-free numbers to contact support, web chat for quick answers, a support portal for ticket creation, standard, same-day-ship RMA service, and access to software updates.
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Premium Hardware Replacement (RMA) Services
Fortinet technical support services are designed to help you prevent problems and recover quickly. Standard same-day-ship RMA services are included with per-device support contracts. Premium RMA options are available across the portfolio for expedited replacement of defective hardware and secure RMA.
Learn more about Premium RMA Services
Business-focused Guidance and Proactive Care
Our FortiCare Advanced Services gives you direct assistance from technical experts who know your business and can help accelerate issue resolution. With designated account management and service delivery, you can focus on your business while we focus on your success. We offer Advanced Services for enterprises and service providers.
Learn more about Advanced ServicesSelf-service Resources
In addition to the FortiCare technical support offerings, we also offer self-service resources to help you deploy, maintain, and operate your Fortinet technologies. These resources include include a community forum with tips, quick start and video guides, and connections to various knowledge base documents.
| Knowledge Base https://community.fortinet.com |
Search the Knowledge Base to obtain detailed information or post questions and share technical information with Fortinet users around the globe. |
