FortiCare Support Services

FortiCare Support and Operational Services

Helping Organizations to Deploy Quickly and Maintain Momentum Over Time

FortiCare services include:

  • On-demand and Premium Support.
  • Active Support and Direct Engagement.
  • Fortinet Professional Services.

Supporting Key Use Cases

FortiCare services are flexible and can be combined with Fortinet Professional Services to meet the needs of businesses and service providers of all sizes. Following are the services we recommend for several common use cases:

1. Small Businesses

Small businesses with fewer than 50 employees and only a few sites, and that rely on their IT infrastructure to conduct client transactions. For these clients,outages result in lost business because the entire site is unable to process transactions.

Key FortiCare Solutions:

  • 24x7 FortiCare Support
  • FortiCare Premium RMA:Next-day Delivery
  • Professional Services: Quick-start Implementation

Consequences of Inadequate Support:

Inability to access FortiCare support resources when needed and a standard hardware replacement when urgently needed.

2. Midsize Businesses

Midsize businesses with fewer than 1,000 employees, a few locations, and business-to-business commerce. For these clients, downtime is measured in hours and outages impact employee productivity and customer deliverables.

Key FortiCare Solutions:

  • ASE FortiCare
  • FortiCare Premium RMA:4-hour Courier
  • Advanced Services: Business Service
  • Professional Services: Configuration Transfer, Policy Design, Redundancy

Consequences of Inadequate Support:

Potentially longer downtime costing thousands of dollars and impact to brand value and perception.

3. Large Organizations

Large organizations with fewer than 5,000 employees, less than 100 sites, and critical business-to-business transactions. For these organizations, downtime is measured in seconds and outages can have a severe impact on a department or site.

Key FortiCare Solutions:

  • Enterprise Support Agreement
  • FortiCare Premium RMA: 4-hour Courier with an Onsite Engineer
  • Advanced Services: First Service
  • Professional Services: Knowledge Transfer, Integration, Continuity Planning

Consequences of Inadequate Support:

Unnecessary operational impacts from lack of pre-planning, missing organizationwide state of operations, and not realizing original objectives.

4. Cloud Service Providers or Large Enterprises

Cloud service providers or large enterprises with Fortinet technology used for internal operations. For these organizations, downtime is measured in seconds and outages impact multiple business units.

Key FortiCare Solutions:

  • FortiCare ASE
  • FortiCare Premium RMA: 4-hour Courier with an Onsite Engineer
  • Advanced Services: Elite or First Service
  • Professional Services: Automation,Dynamic Routing, Authentication

Consequences of Inadequate Support:

Manual integration, change, and incident response processes resulting in more staffing hours and inconsistent applications.

5. Service Providers

Service providers using Fortinet technologies to bring services to market. For these organizations, their downtime is measured according to contractual servicelevel agreements (SLAs), and outages can affect multiple customers.

Key FortiCare Solutions:

  • FortiCare ASE
  • FortiCare Premium RMA: 4-hour Courier with an Onsite Engineer
  • Advanced Services: Elite Service
  • Professional Services: Staff Augmentation, Process Definition,Knowledge Transfer

Consequences of Inadequate Support:

Time to resolution extended due to lack of an assigned, directly accessed FortiCare Advanced Services team member or problems unresolved due to lack of structured processes.

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