Fortinet™ offers security solutions that cover the largest and most targeted threat vectors. Fortinet Security Fabric™ ties all of these components together providing enterprises or service providers with a seamless and integrated security posture. The service is delivered by the Fortinet Advanced Services™ team, experts in Fortinet™ and security technology that is deployed in a typical enterprise environment. This scalable service has different service levels ranging from focused technical support to a comprehensive set of services to help with IT business continuity objectives. FortiCare Advanced Services for Enterprise™ includes business service — a designated engineer who will become familiar with your environment and assist in regular ticket reviews. This level also includes bi annual and root cause analysis reporting, as well as Fortinet Advanced Service Points™ which may be used to select the most appropriate service for your operational requirements. Fortinet Global First Service™ provides larger geographical coverage by including a designated lead engineer per major region.

Feel secure in the knowledge you are making the full use of Fortinet’s™ products capabilities with the right support on hand when you need it. Fortinet FortiCare Services™ include both Fortinet FortiCare Support Services™ and Fortinet FortiCare Advanced Services™. Fortinet First Service™ provides a technical account manager, who collaborates with you to build a long—term technical engagement, providing technical support, operational reviews and quarterly reporting. The service also includes best practice guidance, upgrade assistance, extended software support, and advanced notifications. We know security infrastructure is critical to your business success. Interruptions to business applications can result in a loss of productivity and revenue and can quickly impact customer confidence. Fortinet Premium Service™ provides technical support excellence through fast track access to the Fortinet Advanced Services™ team. It also includes training and certification, a customized account plan, and proactive after hours support. The Fortinet Advanced Services Coordinator™ acts as the single point of contact for Fortinet Services™, facilitating your overall service delivery and ensuring timely responses through a focused communication channel.

Fortinet FortiCare Services

As networks and security infrastructure continue to expand and grow, enterprises or service providers are looking for a defensive architecture that can scale and incorporate the variety of products and information needed to combat today’s latest threat landscape. Fortinet FortiCare Support Services™ provide global support on a per product basis. By subscribing to these services, organizations are ensured a timely response to any technical issue as well as complete visibility on ticket resolution progress and problem occurrence. Working closely with you to plan, test, and implement service transitions. Fortinet FortiCare Professional Services™ assist in the design and transition phase by providing experienced expertise to assist you in implementing the best possible security protection that Fortinet™ solutions can deliver. Fortinet FortiCare Security Analysis Services™ optimize the configuration of your appliance in your specific security environment to maximize your investment. All Fortinet FortiCare Support Services™ include firmware upgrades, access to the support portal and associated technical resources, reporting on technical incidents, as well as a hardware return option.

Fortinet FortiCare™ 8/5 Service provides access to technical support via the web portal, online chat system, and telephone, including return and replace for hardware failures. This service allows fast and easy written access to technical support requests. Fortinet FortiCare™ 24/7 service includes access to technical support on a 24/7 basis as well as an advanced replacement service for hardware failures. This service provides the assurance of around the clock coverage and fast turnaround for replacement of defective hardware. Fortinet FortiCare 360° Service™ includes all of the services that Fortinet FortiCare™ 24/7 service offers, plus providing customers with a recurring health check through a personalized monthly audit report of their Fortinet FortiGate™ and FortiWiFi™ appliances. As part of the service, Fortinet™ will proactively perform device environmental and performance audits for the contracted appliances. Based on the audit results, specialized Fortinet™ engineers will provide recommendations to help customers avoid unplanned service disruptions and detect problems before they affect performance. Fortinet Enterprise™ provides integrated support to sustain and optimize Fortinet™ appliances.

Features And Benefits

Fortinet™ has made strategic investments to ensure a best in class global infrastructure, staffed by experts, to assisting our customers in delivering successful projects. The GCSS™ organization is spread across three regional Centers of Expertise (COE) focused on delivering technical and service excellence. Each COE is supplemented by regional support centers providing additional language and geographical coverage to best address your needs. In order to fulfill the need for replacement hardware, Fortinet™ has a Global Logistics Infrastructure with 35 in country hardware storage facilities fulfilling Fortinet Advanced Replacement and Return™ and Fortinet Replace™ services. Moreover, in order to assure Fortinet Service Level Agreement™ (SLA), there are currently more than 200 regional depots strategically located close to Fortinet™ customers. Each region has a state of the art Fortinet FortiLab™ that contains a full range of Fortinet™ appliances, third—party products, and industry standard test equipment. Each Fortinet FortiLab™ utilizes a network layout and management interface that was developed by Fortinet™ support engineers.