24x7 Comprehensive Technical Support: Access to Fortinet technical experts via web portal, chat, and phone for critical issues around the clock.
Advanced Hardware Replacement: Expedited hardware replacement service (typically Next Business Day shipment, with 4-hour replacement options available in select regions/for specific products) to minimize downtime.
Firmware and Software Updates: Access to all major and minor FortiOS firmware upgrades, security patches, and software updates to ensure the device remains current and secure.
FortiGuard Services Support: Technical assistance for ensuring the proper functionality and updates of FortiGuard security services (Antivirus, IPS, Web Filtering, Application Control, etc.), assuming active FortiGuard subscriptions are in place.
Comprehensive Online Support Portal Access: Full access to Fortinet's extensive online support resources, including knowledge base, FAQs, documentation, and tools for managing support tickets.
Priority Case Handling: Enhanced Service Level Agreements (SLAs) offering faster response and resolution times for support cases compared to standard support tiers.
Feature Enhancement Requests: Ability to submit and track requests for new product features and improvements directly to Fortinet product teams.