Fortinet FortiMail-3200E FortiCare Support Contract (End of Sale/Life)

Name: EnBITCon GmbH
Rating: 4.9 (196 reviews)

5 years term

Product information "Fortinet FortiMail-3200E FortiCare Support Contract (End of Sale/Life)"

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Caution! Please refer to the Fortinet Continous Service policy for license renewals if your license is about to expire or has already expired!

FortiCare Premium Support

FortiCare Premium covers the same features as the former FortiCare Support. FortiCare Premium is therefore suitable for devices that require a 24x7x365 response within one hour for both critical and non-critical issues.

With FortiCare Premium Support, you get world-class vendor support for your Fortinet solutions. An ongoing FortiCare license allows you to install firmware updates for your Fortinet appliance directly from the device. Fortinet provides technical support and return merchandise (RMA) services on an appliance-by-appliance basis with FortiCare for 24x7 support and timely problem resolution. FortiCare services support the entire Fortinet Security Fabric, enabling you to resolve diverse cross-product issues with a single solution. Flexible support options help your organization maximize uptime, security, and performance based on your business needs.

On request, we can also offer you FortiCare Essentials or FortiCare Elite. The features of the respective licenses can be found in the table below.

FortiCare Essential

FortiCare Essentials is the base-level service, which is specifically suited for units that require only a limited amount of support and can accept one business day response time for both critical and non-critical issues. This service is available only for FortiGate models 8x and below and for lower-end FortiWifi units.

FortiCare Elite

FortiCare Elite Services offers extended service level agreements (SLAs) and accelerated problem resolution. This enhanced support offering provides access to a dedicated support team. Ticket handling by a team of technical experts streamlines the solution. This option also provides extended End-of-Engineering Support (EoEs) of 18 months for added flexibility and access to the new FortiCare Elite Portal. This intuitive portal provides a single, unified view of device and security health.

FortiCare Included Features	Per-device Service Optionen
FortiCare Included Features	FortiCare ESSENTIAL	FortiCare PREMIUM	FortiCare ELITE
Hardware replacement (RMA)	Return and replacement only	Extended replacement (PRMA available)	Extended replacement (PRMA available)
Web Support	✓	✓	✓
Telephone Support	-	✓	✓
Firmware Updates	✓	✓	✓
Asset Management Portal	✓	✓	✓
Response time (critical issue)	Next business day	One hour	15 minutes
Response time (non critical issue)	Next business day	Next business day	2 hours
Extended End-of-Engineering-Support (E-EoES) for Long Term Supported Firmware (LTS about 18 months)	-	-	✓
Portal for device insights and monitoring (FortiCare Elite-Portal)	-	-	✓

FortiCare Support offers you the following benefits:

Phone, chat and ticket support
Contact Fortinet customer support any time of the day or night. You'll receive timely feedback from Fortinet experts who will work with you to resolve any issues or clarify technical details.
Firmware-Updates
Install firmware updates either directly from your Fortinet appliance or from the support portal. There, you can simply download a firmware image and install it on your Fortinet appliance, even if it is not connected to the Internet at the time.
Advance Exchange
In the unlikely event of a hardware defect, a replacement appliance will be sent to you immediately once an RMA ticket has been approved by Fortinet. With FortiCare Premium & FortiCare Elite, there is no need to send in the defective appliance in advance.

Advance Exchange In the unlikely event of a hardware defect, a replacement appliance will be sent to you immediately once an RMA ticket has been approved by Fortinet. With FortiCare Premium & FortiCare Elite, there is no need to return the defective appliShould the scope of FortiCare support not be enough for you, Fortinet is also happy to offer shorter RMA times upon customer request. In this case, it is possible to receive the replacement device guaranteed by the next day, or even within the next few hours. Up to 4 hours can be agreed between ticket creation and replacement. However, this requires Fortinet to check whether delivery can be made to your location within the desired time. In addition, a Fortinet technician can also install the replacement device at your site without sending it in advance.