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FortiCare Services | Technical Support, Advanced Services, and Professional Services <br />3 <br />FortiCare <br />Included Features <br />Per-device Service Options <br />FortiCare <br />ESSENTIAL <br />FortiCare <br />PREMIUM <br />FortiCare <br />ELITE <br />RMA Return and replace only Advanced replacement <br />(PRMA available) <br />Advanced replacement <br />(PRMA available) <br />Web Support ✓✓✓ <br />Telephone Support —✓✓ <br />Firmware Updates ✓✓✓ <br />Asset Management Portal ✓✓✓ <br />Response Time (Critical Issue)Next business day 1 hour 15 mins <br />Response Time (Non-critical Issue)Next business day Next business day 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 />FortiCare Service Offerings <br />FortiCare Services is provided by the support teams located in the three regional Technical Assistance Centers (TACs) and three <br />regional Centers of Excellence (COE). <br />Fortinet Technical Assistance Centers <br />Regional COE: <br /> n Vancouver <br /> n Sophia Antipolis <br /> n Kuala Lumpur <br />AMER Regional TAC: <br /> n Ottawa <br /> n Chicago <br /> n Sunnyvale <br /> n Plano <br /> n Sunrise <br /> n Mexico City <br /> n Bogota <br /> n Uberlandia <br />EMEA Regional TAC: <br /> n Bangalore <br /> n Dubai <br /> n Frankfurt <br /> n Prague <br /> n Lisbon <br /> n Tel Aviv <br />APAC Regional TAC: <br /> n Beijing <br /> n Sydney <br /> n Seoul <br /> n Tokyo <br /> n Manila <br /> n Singapore <br />* Currently available for FortiGate only