1. Introduction and Overview
This document provides comprehensive information regarding the Fortinet FortiGate-60E 24x7 FortiCare Contract (FC-10-0060E-247-02-12). This contract is designed to provide essential support services for your Fortinet FortiGate-60E security appliance, ensuring its optimal performance and protection against evolving cyber threats.
Fortinet offers security solutions that cover critical threat vectors. The Fortinet Security Fabric integrates various components to provide a seamless and integrated security posture. This FortiCare contract is a vital part of maintaining your security infrastructure, minimizing interruptions to business applications, and preserving productivity.
Image 1.1: Representation of a Fortinet Activation Key box, indicating the purchase of a service contract.
2. FortiCare Support Services Overview
FortiCare support services are structured into different tiers to meet varying operational requirements. This contract specifically provides the 24x7 service level.
2.1. FortiCare 8x5 Service
The FortiCare 8x5 Service provides access to technical support during standard business hours (8 hours a day, 5 days a week) via the web portal, online chat system, and telephone. This tier also includes return and replace services for hardware failures.
2.2. FortiCare 24x7 Service (Your Contract)
The FortiCare 24x7 Service, which is covered by this contract, includes access to technical support on a 365x24x7 basis. This ensures round-the-clock assistance for critical issues. Additionally, it provides an advanced replacement service for hardware failures, minimizing downtime.
2.3. FortiCare 360 Service
The FortiCare 360 Service encompasses all benefits of the FortiCare 24x7 service. Furthermore, it offers customers a recurring health check through a personalized monthly audit report of their FortiGate and FortiWiFi appliances. This proactive service helps identify and address potential issues before they impact performance.
Image 2.1: Visual representation of FortiCare 8x5, 24x7, and 360 support service tiers.
Image 2.2: Diagram illustrating the comprehensive nature of FortiCare support services, including service operation, design, strategies, and transition.
3. Key Features of Your 24x7 FortiCare Contract
- 24x7 Technical Support: Access to expert assistance around the clock, every day of the year, for any issues related to your FortiGate-60E appliance.
- Advanced Hardware Replacement (Next Business Day): In the event of a hardware failure, a replacement unit is dispatched promptly, typically on the next business day, to minimize service disruption.
- Firmware and General Upgrades: Ensures your FortiGate-60E device benefits from the latest security patches, feature enhancements, and performance improvements through regular firmware updates.
4. Activation and Setup
To activate your FortiCare 24x7 contract for the FortiGate-60E, follow these general steps:
- Access the Fortinet Support Portal: Navigate to the official Fortinet Support Portal (support.fortinet.com). You may need to create an account or log in with existing credentials.
- Locate Activation Section: Within the portal, find the section for product registration or contract activation.
- Enter Information: You will be prompted to enter your FortiGate-60E device's serial number and the activation code provided with your FortiCare contract. Ensure all details are entered accurately.
- Confirm Activation: Follow the on-screen instructions to complete the activation process. Upon successful activation, your FortiGate-60E will be linked to the 24x7 FortiCare contract.
It is recommended to activate your contract as soon as possible after purchase to ensure continuous coverage.
5. Operating the Service
Utilizing your FortiCare 24x7 service involves accessing the available support channels:
- Fortinet Support Portal: For submitting support tickets, accessing knowledge base articles, downloading firmware, and managing your devices and contracts.
- Online Chat System: For immediate assistance with non-critical issues or initial troubleshooting steps.
- Telephone Support: For urgent issues requiring direct communication with a technical support engineer. Contact numbers are available on the Fortinet Support Portal.
- Hardware Replacement: In case of a hardware failure, initiate a request through the support portal or by contacting technical support. They will guide you through the advanced replacement process.
When contacting support, always have your FortiGate-60E serial number and a clear description of the issue ready.
6. Maintenance and Upgrades
The FortiCare 24x7 contract plays a crucial role in the ongoing maintenance of your FortiGate-60E appliance:
- Firmware Updates: Regular access to the latest firmware versions ensures your device is equipped with the most current security features, bug fixes, and performance enhancements. It is recommended to review and apply updates as they become available.
- Security Fabric Integration: The contract supports the FortiGate-60E's role within the broader Fortinet Security Fabric, ensuring it remains a robust component of your overall security posture.
- Proactive Support: While the 24x7 service is reactive, the availability of constant support and advanced replacement contributes to proactive maintenance by quickly resolving issues that could lead to larger problems.
7. Troubleshooting and Technical Assistance
Should you encounter any operational difficulties or technical issues with your FortiGate-60E appliance, your FortiCare 24x7 contract provides the necessary support:
- Identify the Issue: Clearly define the problem you are experiencing. Note any error messages, symptoms, or recent changes to your network configuration.
- Consult Fortinet Resources: Before contacting support, check the Fortinet Support Portal's knowledge base and documentation for potential solutions to common issues.
- Contact Technical Support:
- Web Portal: Submit a detailed support ticket through the Fortinet Support Portal.
- Online Chat: For quicker responses to less complex issues.
- Telephone: For critical issues requiring immediate attention.
- Provide Information: Be prepared to provide your FortiGate-60E serial number, a detailed description of the problem, steps taken to troubleshoot, and any relevant log files or configuration details.
The 24x7 support ensures that assistance is available regardless of your time zone or the time of day.
8. Specifications
| Specification | Detail |
|---|---|
| Contract Model Number | FC-10-0060E-247-02-12 |
| Service Type | FortiCare 24x7 Contract |
| Covered Device | Fortinet FortiGate-60E Security Appliance |
| Manufacturer | FORTINET |
| Support Inclusions | 24x7 Technical Support, Advanced Hardware Replacement (Next Business Day), Firmware and General Upgrades |
| First Available Date | September 29, 2016 |
9. Warranty and Support Information
The FortiCare 24x7 contract (FC-10-0060E-247-02-12) serves as your comprehensive service and support agreement for the FortiGate-60E. This contract provides:
- Continuous Technical Assistance: Expert support available 24 hours a day, 7 days a week, to address any technical challenges or questions you may have regarding your FortiGate-60E.
- Hardware Assurance: Advanced hardware replacement ensures that in the event of a device malfunction, a replacement is provided swiftly, minimizing operational downtime. This acts as the primary hardware warranty coverage during the contract period.
- Software Currency: Access to firmware and general upgrades keeps your FortiGate-60E's operating system and security features up-to-date, protecting against new threats and enhancing performance.
For detailed terms and conditions of your FortiCare contract, please refer to the official Fortinet service agreement documentation available on the Fortinet Support Portal.
