fortinet

Fortinet’s FortiCare™ support offerings provide fast and reliable support that maximizes product reliability and uptime. FortiCare services include technical support via phone or online, FortiOS™ software updates and upgrades for Firewall, VPN and traffic management, extended hardware and advanced replacement.

Security threats have changed over the last few years and a traditional security device relying on packet inspection technology is no longer good enough to detect and stop the latest breed of sophisticated attacks. And with emerging attacks moving more towards financial gain, they are becoming much more stealthy and harder to detect. Security devices need to be updated with the latest threat response rather it is via a new signature or via a new feature. FortiCareOS updates insure that you have access to the latest up-to-date features. Combined with FortiGuard subscription services, FortiGate units are ahead of the game to ensure network security functions.

Fortinet’s security platforms are designed from the ground up to provide leading edge defenses against the latest breed of sophisticated attacks. To keep Fortinet’s family of security platforms functioning optimally against the latest attacks, Fortinet offers a complete family of support services: FortiCare phone, FortiOS updates, Advanced replacement, extended Hardware, Online support. For corporate customers that require premium support services based on a Service Level Agreement (SLA), Fortinet offers the FortiProtect Premier Service to ensure the fastest response times possible backed with Fortinet’s professional services.

Fortinet security products and services have gained the admiration of every business vertical ranging from small home office to Fortune 1000 companies and global service providers.

FortiCare Services

Fortinet delivers the support you need, backed by reliable and responsive product expertise. To maximize the availability and reliability of Fortinet security solutions, Fortinet Technical Support Services offer a comprehensive and flexible suite of support services to assist in dayto- day network support or fast resolution to critical network issues.

Fortinet offers two grades of FortiCare service (8x5 and 24x7) to meet every customer’s support needs. FortiCare 8x5 provides support for Fortinet security products without advanced replacement.
Fortinet Global technical support centers located in 7 locations worldwide ensure a resilient technical support service solution to assist customers in troubleshooting and maintenance of Fortinet products. Each technical request is logged with the FortiCare system to ensure proper tracking, escalation, and reporting of customer issues and a high quality of service.
Key Solution Features and Benefits

Key Solution Features and Benefits:

• FortiGuard Services Automated Updates: Administrators spend less time keeping defenses up-to-date with the latest knowledge base of viruses, spyware, worms, vulnerabilities, exploits, spam and dangerous web content sites.
• Industry Leading Threat Response Time:Customers benefit from the earliest protection possible, resulting in less network downtime due to malware infections, intrusions or other attacks.
• Proactive Threat Library:Protection from current and emmerging threats results in fewer losses due to ever-changing threats.
• 24x7 Operations:Customers benefit from getting the assistance needed, when it’s needed.
• Global Threat Research TeamSecurity services content is created, updated and managed by a global team of Fortinet security professionals working around-the-clock, seven days-a-week to ensure that the latest attacks are detected and blocked.

8x5 Forticare:

a)Technical Support(8X5)
• Telephone support available during business days from 9 am to 5 pm. 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.
• 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 (return and repair)
• 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 forticare 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