Fortinet FortiGate-81E-POE FortiCare Contract User Manual

1. Introduction to FortiCare Services

FortiCare is Fortinet's comprehensive support service designed to ensure the optimal performance and security of your FortiGate devices. This contract provides access to technical assistance, hardware replacement, and advanced services tailored to your operational needs.

Diagram illustrating FortiCare 8x5, 24x7, and 360 support services.

This image displays the three primary FortiCare support tiers: 8x5 Service for standard business hours support, 24x7 Service for round-the-clock mission-critical support, and FortiCare 360 for advanced services with proactive analytics and remediation.

2. Contract Activation and Registration

2.1. Registration Requirements

Before utilizing your FortiCare contract, ensure you have:

Your FortiGate-81E-POE device serial number.
Your FortiCare contract registration code (typically found on your purchase confirmation or license certificate).
An active FortiCloud account. If you do not have one, register at support.fortinet.com.

2.2. Activation Steps

Navigate to the Fortinet Support Portal: support.fortinet.com.
Log in with your FortiCloud account credentials.
Go to "Asset Management" and select "Register Product".
Enter your FortiGate-81E-POE serial number and the FortiCare contract registration code when prompted.
Follow the on-screen instructions to complete the registration process.
Upon successful registration, your FortiCare contract will be linked to your FortiGate device.

3. Utilizing FortiCare 24x7 Services

Your FortiCare 24x7 contract provides round-the-clock access to critical support services.

3.1. Accessing Technical Support

Technical support is available through multiple channels:

Web Portal: Submit and manage support tickets via the Fortinet Support Portal.
Online Chat: Engage with support engineers in real-time for immediate assistance.
Telephone: Contact Fortinet support by phone for urgent issues. Refer to the support portal for regional contact numbers.

3.2. Hardware Replacement (RMA)

The FortiCare 24x7 contract includes advanced replacement service for hardware failures.

If a hardware issue is suspected, contact Fortinet technical support.
A support engineer will diagnose the issue and, if necessary, initiate a Return Merchandise Authorization (RMA) process.
Follow the instructions provided by the support team for shipping and receiving replacement hardware.

Detailed FortiCare support services diagram with 8x5, 24x7, and 360 options, including Premium RMA.

A detailed diagram outlining FortiCare support services, including 8x5, 24x7, and 360 options, along with information on Premium RMA services for hardware replacement, service operations, strategies, design, and transition.

FortiCare Premium RMA Service: This service is designed to minimize downtime and is offered in three options:

Next-day Delivery: Parts delivered the day following RMA approval by Fortinet support.
4-Hour Courier: Parts delivered on-site 24 hours a day, 7 days a week within 4 hours of RMA approval by Fortinet support.
4-Hour On-site Engineer: Parts delivered on-site with an engineer, 24 hours a day, 7 days a week within 4 hours of RMA approval by Fortinet support.

FortiCare Secure RMA Service: Allows for non-return of an appliance for customers with strict rules and requirements for physical data protection.

4. FortiGuard Security Subscriptions

While your contract primarily covers FortiCare support, FortiGate devices often leverage FortiGuard security subscriptions for comprehensive threat protection. These subscriptions provide up-to-the-minute threat intelligence.

Overview of FortiGuard Security Subscriptions and threat intelligence.

This image provides an overview of FortiGuard Security Subscriptions, highlighting how new cyber threats emerge and the importance of up-to-the-minute threat intelligence, global sensor networks, and proactive research to protect against attacks.

4.1. Overview of FortiGuard Services

FortiGuard services include:

Up-to-the-minute threat intelligence: Real-time updates to stop the latest threats.
Insight into threats: Global network of over three million sensors.
Fast and comprehensive intelligence: Automated and advanced analytics.
High fidelity and mature back-end processes.
Prevention of exploitation: New avenues of attack with proactive threat research.
Top-rated effectiveness: Achieved through commitment to independent, real-world testing.

Detailed list of FortiGuard Subscription Options including Application Control, Web Filtering, Antivirus, and more.

A comprehensive list of FortiGuard Subscription Options, detailing services such as Next-Generation Application Control and IPS, Web Filtering, Antivirus, Web Application Security Service, Antispam, Vulnerability Scan, Botnet IP and Domain Reputation, Database Security Control, Mobile Security Service, and Advanced Threat Protection (FortiSandbox Cloud).

Detailed FortiGuard Subscription Options:

Next-Generation Application Control and IPS: Application control and intrusion prevention system (IPS) are foundational security technologies for next-generation firewalls.
Web Filtering: Categorizes and blocks over 160,000 malicious websites.
Antivirus: Neutralizes nearly 100,000 malware programs.
Web Application Security Service: Provides fully automated updates to protect your sensitive data and content from the latest application-layer threats.
Antispam: Effective antispam solution for FortiMail and FortiGate solutions.
Vulnerability Scan: Helps FortiClient solution accurately identify and manage the latest software vulnerabilities.
Botnet IP and Domain Reputation: Blocks approximately 32,000 botnet command & control communication attempts.
Database Security Control: Offers centrally managed, enterprise-scale database protection.
Mobile Security Service: Protects your organization against attacks targeting your mobile platforms.
Advanced Threat Protection (FortiSandbox Cloud): Leverages FortiSandbox to identify advanced threats.

5. Contract Maintenance and Renewal

To ensure uninterrupted support and protection, it is crucial to maintain your FortiCare contract.

5.1. Monitoring Contract Status

You can view the status and expiration date of your FortiCare contract by logging into the Fortinet Support Portal under "Asset Management".

5.2. Renewal Process

Fortinet typically provides notifications prior to your contract's expiration. To renew your FortiCare contract:

Contact your Fortinet reseller or sales representative.
Purchase a new FortiCare contract for your FortiGate-81E-POE device.
Follow the activation steps (Section 2.2) to register the new contract.

Renewing your contract ensures continuous access to technical support, firmware updates, and advanced hardware replacement services.

6. Troubleshooting Common Issues

This section addresses common issues you might encounter when using your FortiCare contract.

6.1. Unable to Access Support Portal

Verify Credentials: Ensure you are using the correct FortiCloud username and password.
Internet Connection: Check your internet connectivity.
Browser Compatibility: Try accessing the portal with a different web browser.
Account Lockout: If you have attempted too many logins, your account might be temporarily locked. Wait and try again, or use the "Forgot Password" option.

6.2. Contract Not Showing as Active

Registration Status: Confirm that you have completed the contract activation and registration steps (Section 2.2).
Processing Time: Allow up to 24 hours for the contract to fully propagate across Fortinet systems after registration.
Contact Support: If the issue persists, contact Fortinet customer service with your serial number and contract registration code for assistance.

6.3. Hardware Replacement Delays

Check RMA Status: Log into the Fortinet Support Portal to check the status of your RMA request.
Shipping Information: Verify that all shipping details provided during the RMA process are accurate.
Contact Support: For significant delays, contact Fortinet support directly, referencing your RMA number.

7. Specifications

This FortiCare contract is specifically for the Fortinet FortiGate-81E-POE device.

Product: FortiCare Contract
Applicable Device: FortiGate-81E-POE
Contract Duration: 1 Year
Support Level: 24x7 FortiCare
Fortinet Part Number: FC-10-0081E-247-02-12
Item Model Number: FG-81E-24x7 FC-1 YR-LIC
First Available: March 15, 2017

8. Support and Contact Information

For further assistance or to access support services, please use the following resources:

Fortinet Support Portal: support.fortinet.com
Fortinet Website: www.fortinet.com
Technical Support: Refer to the Fortinet Support Portal for regional telephone numbers and chat options.

Always have your FortiGate device serial number and FortiCare contract details ready when contacting support.

	Fortinet Sovereign SASE Ordering Guide: Private SASE Solution Comprehensive ordering guide for Fortinet's Sovereign SASE, a private Secure Access Service Edge solution for enterprises and service providers, detailing components, SKUs, and FAQs.
	Fortinet Data Center Firewalls: Ordering Guide and Specifications Comprehensive ordering guide for Fortinet Data Center Firewalls (NGFWs), detailing product offerings, appliance specifications, order information, and frequently asked questions for high-performance network security.
	FortiEdge Cloud Ordering Guide: Network Management Platform This guide provides detailed ordering information for FortiEdge Cloud, Fortinet's cloud-based management platform for FortiAP, FortiSwitch, and FortiExtender. It covers features, licensing tiers, product SKUs, and frequently asked questions.
	FortiSwitch Ordering Guide: Product Offerings and Specifications Comprehensive ordering guide for Fortinet FortiSwitch network switches, detailing product offerings, specifications, order codes, licenses, and accessories.
	FortiOS 6.4.3 Release Notes Official release notes for FortiOS version 6.4.3, detailing new features, enhancements, resolved issues, and known issues for Fortinet's network security operating system. Includes supported models and upgrade information.
	FortiOS 7.0.8 Release Notes: New Features, Enhancements, and Bug Fixes Comprehensive release notes for FortiOS 7.0.8 from Fortinet, detailing new features, enhancements, resolved issues, and known issues for the Fortinet Security Fabric.

FORTINET FG-81E-24x7 FC-1 YR-LIC