fortinet

The Fortinet-branded FortiCare family of support services provides software, firmware and hardware support for all Fortinet products and services to our customers. FortiCare services also include enhanced support such as professional services and technical account management to customers that require the highest service levels and expert implementation consulting.
FortiGuard AV, IPS, URL rating and anti-spam service subscriptions are distinct from FortiCare services and must be purchased separately. Fortinet will provide technical support to all valid subscription holders for any problems that affect the delivery and use of these services.
Each order of one FortiCare Support Plan is only valid if registered against a
Product in Fortinet’s Support web site (https://support.fortinet.com). Fortinet will send you renewal reminders in advance of the contract or warranty expiration date but the FortiCare Support Plan will automatically terminate if a renewal contract is not entered on Fortinet’s Support web site before the expiration date. In consideration of your purchase of a FortiCare Support Plan, Fortinet will use reasonable efforts to provide the applicable Services set forth in the chart above, which are more fully described as follows:

a) Technical Support
• Telephone support available during the times applicable to your purchased FortiCare support plan as set forth in the chart above. In the even that a call cannot be answered immediately please leave a message and you will receive a telephone callback by the Fortinet technical support specialist within 15 minutes of your call during the Business Day. Under 24x7 FortiCare Support Plan all calls placed outside of the Business Day are only for critical issues and calls will be returned within 15 minutes.
• Email support includes email responses within the next Business Day following receipt during the prior Business Day.

b) Privileged Web Access
• Web login and password access to Fortinet’s technical support site that may include Subscription Updates, Maintenance and Feature Releases, technical support alerts, and on-line documentation (passwords are provided upon registration of your Product). Your password may be used only by your IT personnel.
• Fortinet will use reasonable efforts to ensure web access is available 24x7, but is not responsible for Internet downtime beyond its reasonable control.

c) Hardware Support
• Under FortiCare 24x7 Support Plan, you will receive Advanced Replacement hardware as follows: Provided Fortinet receives your completed RMA and Shipping Forms before 2:00 p.m. Pacific Time during a Fortinet Business Day, Fortinet will ship a like or an equivalent replacement Product to you the same Business Day. If notice is received after 2:00pm Pacific Time, the shipment will be made the following Business Day. A valid credit card number is required when you request for Advanced Replacement.
• Upon receipt of a replacement Product, you shall return the defective Product to Fortinet in accordance with any “Return Material Authorization” procedures set forth in the Warranty and Return Policy. If Fortinet RMA center does not receive returned unit within 30 days after the issuance of the RMA number, then you will be charged to the credit card provided at the current list price of the unit.
• Fortinet is not responsible for any delays in delivery related to export or customs regulations or processes.
• Fortinet shall not be required to provide Advanced Hardware Replacement hereunder to the extent that, at any time, a total of three (3) or more defective Product units are outstanding (a defective Product shall be “outstanding” if Fortinet has shipped a replacement unit to you and has not received the corresponding defective Product from you).
• After receiving the returned unit from you, RMA team of Fortinet will test the returned product. If the product is in good functional condition without any trouble found after verification, Fortinet will provide a notification letter to you with the detail information attached. If you receive three such notifications within any 12-month period, Fortinet will start to charge you RMA handling fee, which is $300 per unit, plus 25% of product list price, for each No Trouble Found unit from the returned units.

d) Software Support
• Maintenance and Feature Release upgrades via password-protected web access. You may install only one (1) copy of the upgrade for each product covered by a FortiCare Support Program

e) Real-Time Updates
• All products covered by a FortiCare Pro-Protect Support Plan will have access to Fortinet’s real-time Anti-Virus and NIDS updates that will protect you against the latest network-based threats. These updates can either be pushed to properly configured and authorized Products, retrieved on a prescheduled basis or retrieved manually