- 24x7 phone and email support
- Firmware Updates
- Updates for Application Control
- Updates for Internet Services (Saas)
- Updates for Device/OS Detection
- Updates for IoT Mac Database
- Updates for Trusted Certificate DB
- Updates for DDNS (v4/v6)
- Updates for Geo IP
FortiCare Technical Support and RMA Services Device-level Technical Support
Introduction
Organizations depend on Fortinet solutions to provide critical services. If any issues arise, they need to be addressed quickly to help ensure security and business continuity.
We provide FortiCare technical support and return merchandise authorization (RMA) services on a per-device basis for 24x7 support and timely issue resolution. FortiCare Services Cover the entire Fortinet Security Fabric, enabling a single source for support and troubleshooting. Flexible support options help organizations maximize uptime, security, and performance according to the unique needs of each business.
Technical support is delivered through our Global Technical Assistance Centers. Each geographical region has a Center of Expertise that is supplemented by regional support centers. This enables us to provide regional and local language support. Foundational
FortiCare device-level support includes:
- Global toll-free numbers that are available 24x7, depending on the service option
- Web chat for quick answers
- A support portal for ticket creation or to manage assets and life cycles
- Access to software updates and a standard next-business-day RMA service for the device
Feature Highlights: Technical Support
Flexible support options help organizations maximize uptime, security, and performance according to the individual needs of each business.
Fortinet offers three different per-device support options to meet customer needs, i.e., FortiCare Essential, FortiCare Premium, and FortiCare
Elite. Organizations have the flexibility to buy different levels of service for different devices based on their needs.
- 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 is targeted toward devices that require 24x7x365 with one-hour response for critical issues and the nextbusiness-day response for non-critical issues.
- 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. This option also provides access to an intuitive portal with a single unified view of device
and security health.
In addition, Fortinet provides best-practice service to guide customers on deployments, upgrades, and operations
