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FortiCare Services I Technical Support, Advanced Services, and Professional Services <br />FortiCare Service Offerings <br />Per -device Service Options <br />FortiCare <br />Included Features <br />FortiCare <br />FortiCare <br />FortiCare <br />ESSENTIAL <br />PREMIUM <br />ELITE <br />RMA <br />Return and replace only <br />Advanced replacement <br />Advanced replacement <br />(PRMA available) <br />(PRMA available) <br />Web Support <br />Telephone Support <br />— <br />Firmware Updates <br />V <br />V <br />V <br />Asset Management Portal <br />V <br />V <br />V <br />Response Time (Critical Issue) <br />Next business day <br />1 hour <br />15 mins <br />Response Time (Non -critical Issue) <br />Next business day <br />Next business day <br />2 business hours <br />Extended End -of -Engineering -Support (E-EoES) for <br />Long Term Supported Firmware (LTS) of 18 months* <br />Device Insights and Monitoring Portal <br />(FortiCare Elite Portal) <br />* Currently available for FortiGate only <br />FortiCare Services is provided by the support teams <br />located in the three regional Technical Assistance Centers (TACs) and three <br />regional Centers of Excellence (COE). <br />Fortinet Technical Assistance Centers <br />Q • • oo • 0 Q� <br />0 0 0 0 <br />O 0 <br />ORegional COE: O AMER Regional TAC: O EMEA Regional TAC: O APAC Regional TAC: <br />■ Vancouver ■ Ottawa ■ Sunrise ■ Bangalore ■ Prague ■ Beijing ■ Tokyo <br />■ Sophia Antipolis ■ Chicago ■ Mexico City ■ Dubai ■ Lisbon ■ Sydney ■ Manila <br />■ Kuala Lumpur ■ Sunnyvale ■ Bogota ■ Frankfurt ■ Tel Aviv ■ Seoul ■ Singapore <br />■ Plano ■ Uberlandia <br />3 <br />