Customer support

Customer satisfaction is Fortinet's number one priority. Fortinet’s FortiCare support offerings provide global support for all Fortinet products and deliver best-in-class support services. With FortiCare support, customers can be assured that their Fortinet security products are performing optimally and protecting their corporate assets.

Fortinet offers end-users several options for FortiCare support agreements so they can obtain the right level of support for their organization's needs. Attractively priced options include 24x7 and 8x5 support, both of which include software/firmware updates and upgrades; technical support services; and hardware replacement in the unlikely event of failure.

FortiCare 24X7 Comprehensive Support

Customers who need round-the-clock access to mission critical support services will find that 24x7 Comprehensive Support meets their requirements. In addition to online ticket access and online chat, 24x7 includes telephone support at any time day or night. 24x7 also includes an advanced exchange hardware replacement RMA benefit so that customers can sustain high levels of availability.

FortiCare 8x5 Enhanced Support

Fortinet's FortiCare 8x5 Enhanced Support offering is designed for customers who need support during local business hours. FortiCare 8X5 Enhanced Support includes access to support services via telephone, the customer support web portal and online chat system. 

Professional Services

Complex security implementations require focused planning, thorough testing, effective knowledge transfer and seamless management. Fortinet’s Professional Services provide a broad range of technical and project management services to insure rock-solid network security, delivered on schedule and within budget.

Most enterprise projects are based on statements of work that are developed in close consultation with the customer. Fortinet assigns a professional project manager who is responsible for developing the statement of work and manages the overall scope, schedule, resources and quality of the project.

Fortinet also offers a broad range of packaged Professional Services that are designed to address specific customer needs. Packaged Services include a pre-defined set of deliverables that typically focus on standard implementation or migration services.

Fortinet’s Professional Services methodology includes four standard lifecycle phases: Architecture and Design Services; Implementation and Deployment Services; Transition Services; and Operational Services. Depending on the complexity of the engagement and the available internal resources, customers may choose any or all of these services.