Fortinet Premium Support Services focus on several specific areas to enhance the value you receive: Proactive, Continuous Improvement and Collaboration. Our premium support delivers proactive service activity reporting, weekly, monthly or quarterly service reviews, dedicated support engineers and even on-site maintenance visits. Our objective is to identify and eliminate issues before the problems arise, determine how to prevent a reoccurrence, and collaborate with our customers to build long-term relationships that ultimately deliver a more effective and efficient support experience.

Premium Support is offered in three packages: Premium Support, Premium Support Gold and Premium Support Global Gold, each offering a different level of service. All these services are offered in addition to and not bound to the conditions of the standard FortiCare maintenance contracts that are applied to the hardware and software of the Fortinet products. A summary of the benefits by package is given in the below table:

Technical Account Managers

The FortiCare Technical Account Managers are seasoned professionals with both broad and deep experience in the security and networking arena.

The Technical Account Manager (TAM) acts as the single point of contact and customer advocate within Fortinet, and is focused on building and maintaining a deep understanding of the customer business and their security requirements.

The TAM is responsible for the quality of products delivered by Fortinet , and works closely with the customer to ensure that such implementations are correctly aligned with the customer needs.

Enhanced SLAs & Software Support

The subscription to the Premium Support Service benefits from enhanced Service Level Agreements (SLAs), to ensure accelerated resolution of support issues should they arise.

In the situation where remedial actions are required, the Technical Account Manager works closely with the customer, and liaises with other Fortinet teams to ensure that appropriate resources are engaged. The team also manages technical escalations within Fortinet on behalf of the customer.

Premium support customers are entitled to extended support on software versions and special builds of software, this includes technical support and bug fixes. This service effectively extends the software support life time as detailed in the Fortinet Life Cycle policy

Communications & Reporting

The Technical Account Management service provides regular status reports on remedial cases and RMA situations. Such reports include details of active issues, a summary of the communications between the customer and Fortinet, contacts involved in the cases, and the steps taken to resolve problems and/or subsequent action plans.

In addition to the reports, the Technical Account Manager proactively communicates to the customer a variety of subjects, including case reviews, and future release information on new products, services or capabilities.

Account & Program Management

Through regular dialogues, the Technical Account Manager has the opportunity to better understand the customer applications, networking and security environment. This concurrent information greatly facilitates more focused and effective support from both the Technical Account Manager and the Fortinet support personnel with whom the information is shared.

The customer is equally kept appraised of Fortinet product and service planning, providing the necessary information for dialogues that may influence future developments within Fortinet, and help drive strategic deployment projects within the customer context. Such projects may then be coordinated between Fortinet and the customer by the Technical Account Manager.