FortiCare Support Services give you global support on a per-product basis. By subscribing to FortiCare services, you'll receive a timely response to any technical issue as well as complete visibility on ticket resolution progress.
All FortiCare Support Services include: firmware upgrades, access to the support portal and associated technical resources, reporting on technical incidents (via the web, chat, and telephone), as well as a hardware return option.
It is important to renew your Fortiguard (security services) & Forticare (support services) subscriptions before they expire to ensure your environment is protected from threats & attacks.
Forticare Options:
- For Small businesses we recommend 24x7 Forticare Support Services
- FortiCare 24x7 Service includes access to technical support on a 365x24x7 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.
- For Medium, Mid-Enterprise & Enterprise businesses we recommend Forticare 360 Support Services
- FortiCare 360° Service includes all of the services that FortiCare 24x7 service offers, plus providing customers with a recurring health check through a personalized monthly audit report of their 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.
FortiCare 8x5, 24x7 & 360 package differences: (see “What is FortiCare 360?” for further information on the benefits of FC360)
Please note: *With 8x5 support you can only get to support agents Mon-Fri during 9am-5pm (normal business hours) of where the device is registered (time zone of where the units was initially registered to).
