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FortiCare Services | Technical Support, Advanced Services, and Professional Services <br />2 <br />Professional Services provides accelerated implementation and configuration optimization through QuickStart or <br />custom engagements leveraging the services of highly skilled experts to promote first-time accuracy and avoid costly <br />post-deployment issues. <br />The Journey <br />Adopting new technologies is not a project with a start and a finish. Instead, it is a journey from design and implementation to <br />operations, optimization, and ongoing management of the solution. Fortinet has you covered every step of the way, freeing up <br />your resources to focus on your business. <br />Feature Highlights: Technical Support <br />Organizations depend on Fortinet solutions to provide critical services. If any issues arise, they need to be addressed quickly <br />to help ensure security and business continuity. Flexible support options help organizations maximize uptime, security, and <br />performance according to the individual needs of each business. <br />Fortinet offers three different per-device support options to meet the needs of different devices, i.e., FortiCare Essential, <br />FortiCare Premium, and FortiCare Elite. Organizations have the flexibility to buy different levels of service for different devices <br />based on their needs. <br />FortiCare Essential <br />FortiCare Essential is the base-level <br />service, and it is targeted toward devices <br />that require a limited amount of support <br />and can tolerate next-business-day, <br />web-only response for critical as well as <br />non-critical issues. This service is only <br />offered to FortiGate models 8x and below <br />and to low-end FortiWifi devices. <br />FortiCare Premium <br />FortiCare Premium is targeted toward <br />devices that require 24x7x365 with <br />one-hour response for critical issues <br />and the next business-day response <br />for non-critical issues. <br />FortiCare Elite <br />FortiCare Elite services offers enhanced <br />service-level agreements (SLAs) and <br />accelerated issue resolution. This <br />advanced support offering provides <br />access to a dedicated support team. <br />Single-touch ticket handling by the <br />expert technical team streamlines <br />resolution. This option also provides <br />Extended End-of-Engineering-Support <br />(EoE’s) of 18 months for added flexibility <br />and access to the new FortiCare Elite <br />Portal. This intuitive portal provides <br />a single unified view of device and <br />security health.