FortiCare Services Overview

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.



Support and Advanced Services

With FortiCare Services, you can rest assured that your Fortinet security infrastructure is performing at its absolute best and protecting your critical assets and data. FortiCare Services includes both Support Services and Advanced Services. 


FortiCare Support Services

FortiCare Support Services give you global support on a per-product basis. By subscribing to these services, you'll receive a timely response to any technical issue as well as complete visibility on ticket resolution progress.

All FortiCare Support Services include firmware upgrades, access to the support portal and associated technical resources, reporting on technical incidents (via the web, chat, and telephone), as well as a hardware return option. 


FortiCare 8x5 Service

Get access to technical support via the web portal, online chat system, and telephone, including return and replace for hardware failures. You'll also have fast and easy written access to technical support requests.


FortiCare 24X7 Service

If you need round-the-clock access to mission-critical support services, the 24x7 Service will meet your requirements. You'll get access to technical support 365x24x7 as well as advanced replacement service for hardware failures.


FortiCare 360 Advanced Security Support

Going beyond FortiCare 24x7, FortiCare 360 Technical Support provides enhanced 24/7 support with direct access to Level 2 and 3 support personnel.  Designed to reduce downtime, FortiCare 360 provides:

  • 24x7x365 “Advanced Services” Technical Support
  • Dedicated engineer resource holding and owning ticket to resolution



FortiCare Premium RMA Service is designed to minimize downtime. There are three options:

  • Next-day Delivery: Parts are delivered the day following RMA approval by Fortinet support.
  • 4-Hour Courier: Parts are delivered on-site 24 hours a day, 7 days a week within 4 hours of RMA approval by Fortinet support.
  • 4-Hour On-site Engineer: Parts are delivered on-site with an engineer, 24 hours a day, 7 days a week within 4 hours of RMA approval by Fortinet support.

FortiCare Secure RMA Service allows for non-return of an appliance for those customers with strict rules and requirements for physical data protection.




FortiCare Advanced Services

These services are tailored for the most demanding networks. Choose the service offering that fits your needs:

Advanced Services for Enterprise

Advanced Services for Service Providers

Professional Services

Security Analysis Services