Fortinet offers a comprehensive service portfolio designed to get customers up and running quickly, to expedite escalations, and to provide expert consultation and professional services based on the unique customer deployment combined with industry best practices. This ordering guide is a quick reference to the most commonly selected support services for enterprise customers:
Product Support: dedicated support for each product or service offered in different levels depending on enterprise SLA needs:
Premium: dedicated 24x7x365 support for each product and service
Elite: premium plus higher SLA and extended end of support (EEoS). Includes support for proactive insights and recommendations within the FortiCare Elite portal.
Professional Services: fixed scope engagements aligned to common best practice deployments and designed to speed adoption and streamline day-one experience. You can use these services for:
Presales Consulting: dedicated expert teams designed to help customers planning advanced or unfamiliar projects such as SOC readiness, cloud adoption, and so on.
Post-sales Implementation: dedicated resources to assist in initial deployments, migrations, upgrades, and other scoped tasks.
Advanced Support: dedicated advanced support teams deliver these services, which include technical and business components. Services include lifecycle management and planning, proactive reviews, quarterly business reviews (QBR), best practice adoption, and service points for a customized experience.