FortiCare Advanced Support provides integrated support to sustain and optimize critical enterprise network and security services beyond the base-level FortiCare Technical Support options. FortiCare Advanced Support is an account-based service that provides high-touch account management and business guidance through designated resources to meet the needs of medium, large, and global enterprises.
This scalable service provides different services ranging from focused technical support to a comprehensive set of services to help with IT business-continuity objectives. An assigned Advanced Support Service Relationship Manager (SRM) and/or a Technical Account Manager (TAM) will act as a liaison for Fortinet services, facilitating overall service delivery and ensuring timely responses through a focused communication channel. Companies should also consider FortiCare Technical Support and Professional Services.
Core
The Core service level provides technical support excellence through fast-track access to the Advanced Support team. Your team will also benefit from included training and certifications, as well as service points, which maybe used to select the most appropriate service for your operational requirements.
Pro and Global
The Pro service level builds upon Core with a designated technical account manager (TAM) who will be your trusted advisor to ensure network stability and higher availability. This level also includes periodic, quarterly, and annual service reviews, 4-hour workaround SLA, software upgrade assistance, training, knowledge transfer, hardening check, root cause analysis, tailored CSB’s and notifications, and certifications, as well as service points, which maybe used to select the most appropriate service for your operational requirements.
Pro Plus and Pro Plus Global
The Pro Plus service level builds upon Pro with a designated service relationship manager (SRM), along with TAM, and provides customer success-focused experience throughout the journey. This level also includes asset life-cycle management, critical-incident management, life-cycle audit, and a success plan to help the customer move from reactive troubleshooting to problem prevention.