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FortiCare Services I Technical Support, Advanced Services, and Professional Services <br />Enterprise Services offerings come in four levels: Premium, Business, First, and Global First.. <br />FortiCare Account -level Advanced Ser <br />Included Features Premium Business First Global First <br />Technical Support <br />24x7x365 <br />24x7x365 <br />24x7x365 <br />24x7x365 <br />Direct Access to ASE Team <br />V <br />Designated ASE <br />Lead TAM <br />3 Regional TAMs <br />Enhanced Reponse SLA <br />Business Review <br />— <br />Biannual <br />Quarterly <br />Quarterly <br />Account Planning <br />V <br />V <br />V <br />V <br />Device Performance Advice <br />— <br />— <br />Device Configuration Advice <br />V <br />V <br />Root Cause Analysis <br />— <br />P1 <br />P1/P2 <br />P1/P2 <br />NSE 4 Training & Certification <br />NSE 5 Training & Certification <br />3 <br />3 <br />3 <br />5 <br />5 <br />15 <br />15 <br />Advanced Services Points — 6 16 <br />Service Provider offerings come in two levels: Select and Elite. Benefits vary by level. <br />FortiCare Account -level Advanced Services <br />InaLmded Featur Select Elite <br />■ <br />48 <br />Global Elite <br />M <br />Technical Support <br />24x7x365 <br />24x7x365 <br />24x7x365 <br />Direct Access to ASE Team <br />V <br />Lead TAM <br />Lead TAM <br />Enhanced Reponse SLA <br />V <br />V <br />V <br />Business Review <br />— <br />Quarterly <br />Quarterly <br />Account Planning <br />V <br />V <br />V <br />Performance/Configuration Advice <br />— <br />V <br />V <br />Designated Relationship Manager <br />V <br />V <br />18-month Extended Firmware <br />— <br />V <br />V <br />Lab Testing <br />5 Days <br />5 Days <br />15 Days <br />Upgrade Assistance <br />— <br />2 Products <br />6 Products <br />Root Cause Analysis <br />P1/P2 <br />P1/P2 <br />P1/P2 <br />NSE 4 Training & Certification <br />3 <br />5 <br />15 <br />NSE 5 Training & Certification <br />3 <br />5 <br />15 <br />Advanced Services Points <br />6 <br />12 <br />36 <br />