Fortinet FortiCare Support License Levels

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Organizations depend on Fortinet solutions to provide critical services. If any issues arise, they need to be addressed quickly to help ensure security and business continuity.

Fortinet provide FortiCare technical support and return merchandise authorization (RMA) services on a per-device basis for 24x7 support and timely issue resolution.

Flexible support options help organizations maximize uptime, security, and performance according to the individual needs of each business.

Organizations have the flexibility to buy different levels of service for different devices based on their needs.


Fortinet FortiCare Support Levels

FortiCare Essential - The base-level FortiCare support service, and it is targeted toward devices that require a limited amount of support and can tolerate next-business-day, web-only response for critical as well as non-critical issues. This service is only offered to FortiGate models 80x and below and to low-end FortiWiFi devices.

FortiCare Premium - Targeted toward devices that require 24x7x365 with one-hour response for critical issues and the next business-day response for non-critical issues.

FortiCare Elite - Enhanced service-level agreements (SLAs) and accelerated issue resolution. This advanced support offering provides access to a dedicated support team. Single-touch ticket handling by the expert technical team streamlines resolution. FortiCare Elite services are available for FortiGate, FortiGate VM, FortiWiFi, FortiManager, FortiAnalyzer, FortiAP, and FortiSwitch appliances. This option also provides access to an intuitive portal with a single unified view of device and security health.


FortiCare Service Offerings Comparison



Fortinet Technical Assistance Centres

FortiCare Services is provided by the support teams located in the three regional Technical Assistance Centers (TACs) and three regional Centers of Excellence (COE).