fortinet

24X7 Hardware Support

• 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.
• Under limited warranty and FortiCare 8x5 Support Plan, You are entitled return and replace of hardware and Fortinet will ship out the replacement unit within 3 days upon receiving the defective unit from you.
• 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.

24X7 Phone 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.