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FortiCare Technical Support and Advanced Services

Expertise at Your Service

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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.

   

24x7 FortiCare

24x7 FortiCare

24x7 FortiCare 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

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

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.

   

Enterprise Support Agreement

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

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

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.

   

ASE FortiCare

ASE FortiCare

Advanced Support Engineering (ASE) enables the service provider to individually allocate cost for a higher support level to an individual device or serviced customer contract. You can bring a new service level to market or become eligible for more opportunities.

Read more about the FortiCare Service Offerings
Advanced Services for Service Provider

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

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

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.

Device FortiCare

24x7 Technical Support

Technical Support is delivered through our Global Technical Assistance Centers. Each geographical region has a Centerof Expertise. These are supplemented by regional support centers, which provide regional and local language support. Foundational 24x7 FortiCare 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.

Learn more about 24x7 FortiCare
Account Based  Services

Fast-track Access to Technical Experts

For enhanced service-level agreements (SLAs) and accelerated issue resolution, we offer ASE FortiCare Services. This advanced support provides access to a dedicated enterprise support team. Single-touch ticket handling by the ASE team streamlines issue resolution.

Learn more about ASE FortiCare
Professional Services

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
Premium RMA

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 Services

Self-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 a knowledge base with tips, quick start and video guides, and connections to the global Fortinet community.

 

Knowledge Base
http://kb.fortinet.com
Search the Knowledge Base to obtain detailed information. It is the central repository for technical notes and tips. The majority of the information is created by technical support teams.
Discussion Forums
https://forum.fortinet.com
Post questions and share technical information with Fortinet users around the globe in technical discussion forums.
Product Documentation
http://docs.fortinet.com
Access Fortinet product documentation, which includes admin guides, reference manuals, release notes, hardware manuals, and quick start guides.
Installation Cookbooks
http://cookbook.fortinet.com
Help ensure a smooth installation with cookbooks that focus on typical deployment options and challenges.
Video Guides
http://video.fortinet.com
Become proficient in Fortinet technology with free learn-as-you-go videos.
FortiGuard Security Portal
http://www.fortiguard.com
Get information on the latest internet threats, security advisories, hot bulletins, and malware through the encyclopedia. This database has more than four million records and provides access to the signature database.