Fortinet FortiGate-81E-POE FortiCare Contract User Manual

1. Introduction to FortiCare Services

FortiCare is Fortinet's comprehensive support service designed to ensure the optimal performance and security of your FortiGate devices. This contract provides access to technical assistance, hardware replacement, and advanced services tailored to your operational needs.

This image displays the three primary FortiCare support tiers: 8x5 Service for standard business hours support, 24x7 Service for round-the-clock mission-critical support, and FortiCare 360 for advanced services with proactive analytics and remediation.

2. Contract Activation and Registration

2.1. Registration Requirements

Before utilizing your FortiCare contract, ensure you have:

• Your FortiGate-81E-POE device serial number.
• Your FortiCare contract registration code (typically found on your purchase confirmation or license certificate).
• En aktiv FortiCloud-konto. Hvis du ikke har en, skal du registrere dig på support.fortinet.com.

2.2. Aktiveringstrin

1. Navigate to the Fortinet Support Portal: support.fortinet.com.
2. Log in with your FortiCloud account credentials.
3. Go to "Asset Management" and select "Register Product".
4. Enter your FortiGate-81E-POE serial number and the FortiCare contract registration code when prompted.
5. Følg instruktionerne på skærmen for at fuldføre registreringsprocessen.
6. Upon successful registration, your FortiCare contract will be linked to your FortiGate device.

3. Utilizing FortiCare 24x7 Services

Your FortiCare 24x7 contract provides round-the-clock access to critical support services.

3.1. Adgang til teknisk support

Technical support is available through multiple channels:

• Web Portal: Submit and manage support tickets via the Fortinet Support Portal.
• Online chat: Engage with support engineers in real-time for immediate assistance.
• Telefon: Contact Fortinet support by phone for urgent issues. Refer to the support portal for regional contact numbers.

3.2. Hardware Replacement (RMA)

The FortiCare 24x7 contract includes advanced replacement service for hardware failures.

1. If a hardware issue is suspected, contact Fortinet technical support.
2. A support engineer will diagnose the issue and, if necessary, initiate a Return Merchandise Authorization (RMA) process.
3. Follow the instructions provided by the support team for shipping and receiving replacement hardware.

A detailed diagram outlining FortiCare support services, including 8x5, 24x7, and 360 options, along with information on Premium RMA services for hardware replacement, service operations, strategies, design, and transition.

FortiCare Premium RMA Service: This service is designed to minimize downtime and is offered in three options:

• Next-day Delivery: Parts delivered the day following RMA approval by Fortinet support.
• 4-Hour Courier: Parts delivered on-site 24 hours a day, 7 days a week within 4 hours of RMA approval by Fortinet support.
• 4-Hour On-site Engineer: Parts delivered on-site with an engineer, 24 hours a day, 7 days a week within 4 hours of RMA approval by Fortinet support.

FortiCare Secure RMA Service: Allows for non-return of an appliance for customers with strict rules and requirements for physical data protection.

4. FortiGuard-sikkerhedsabonnementer

While your contract primarily covers FortiCare support, FortiGate devices often leverage FortiGuard security subscriptions for comprehensive threat protection. These subscriptions provide up-to-the-minute threat intelligence.

Dette billede giver en oversigtview of FortiGuard Security Subscriptions, highlighting how new cyber threats emerge and the importance of up-to-the-minute threat intelligence, global sensor networks, and proactive research to protect against attacks.

4.1.Overview of FortiGuard Services

FortiGuard services include:

• Up-to-the-minute threat intelligence: Real-time updates to stop the latest threats.
• Insight into threats: Global network of over three million sensors.
• Fast and comprehensive intelligence: Automatiseret og avanceret analyse.
• High fidelity and mature back-end processes.
• Prevention of exploitation: New avenues of attack with proactive threat research.
• Top-rated effectiveness: Achieved through commitment to independent, real-world testing.

A comprehensive list of FortiGuard Subscription Options, detailing services such as Next-Generation Application Control and IPS, Web Filtrering, Antivirus, Web Applikationssikkerhedstjeneste, antispam, sårbarhedsscanning, botnet-IP og domæneomdømme, databasesikkerhedskontrol, mobil sikkerhedstjeneste og avanceret trusselsbeskyttelse (FortiSandbox Cloud).

Detailed FortiGuard Subscription Options:

• Next-Generation Application Control and IPS: Application control and intrusion prevention system (IPS) are foundational security technologies for next-generation firewalls.
• Web Filtrering: Categorizes and blocks over 160,000 malicious webwebsteder.
• Antivirusprogram: Neutralizes nearly 100,000 malware programs.
• Web Applikationssikkerhedstjeneste: Provides fully automated updates to protect your sensitive data and content from the latest application-layer threats.
• Antispam: Effective antispam solution for FortiMail and FortiGate solutions.
• Sårbarhedsscanning: Helps FortiClient solution accurately identify and manage the latest software vulnerabilities.
• Botnet IP og domæneomdømme: Blocks approximately 32,000 botnet command & control communication attempts.
• Databasesikkerhedskontrol: Offers centrally managed, enterprise-scale database protection.
• Mobil sikkerhedstjeneste: Protects your organization against attacks targeting your mobile platforms.
• Avanceret trusselsbeskyttelse (FortiSandbox Cloud): Leverages FortiSandbox to identify advanced threats.

5. Contract Maintenance and Renewal

To ensure uninterrupted support and protection, it is crucial to maintain your FortiCare contract.

5.1. Monitoring Contract Status

Det kan du view the status and expiration date of your FortiCare contract by logging into the Fortinet Support Portal under "Asset Management".

5.2. Renewal Process

Fortinet typically provides notifications prior to your contract's expiration. To renew your FortiCare contract:

1. Contact your Fortinet reseller or sales representative.
2. Purchase a new FortiCare contract for your FortiGate-81E-POE device.
3. Follow the activation steps (Section 2.2) to register the new contract.

Renewing your contract ensures continuous access to technical support, firmware updates, and advanced hardware replacement services.

6. Fejlfinding af almindelige problemer

This section addresses common issues you might encounter when using your FortiCare contract.

6.1. Unable to Access Support Portal

• Bekræft legitimationsoplysninger: Ensure you are using the correct FortiCloud username and password.
• Internetforbindelse: Tjek din internetforbindelse.
• Browserkompatibilitet: Try accessing the portal with a different web browser.
• Account Lockout: If you have attempted too many logins, your account might be temporarily locked. Wait and try again, or use the "Forgot Password" option.

6.2. Contract Not Showing as Active

• Registreringsstatus: Confirm that you have completed the contract activation and registration steps (Section 2.2).
• Behandlingstid: Allow up to 24 hours for the contract to fully propagate across Fortinet systems after registration.
• Kontakt support: If the issue persists, contact Fortinet customer service with your serial number and contract registration code for assistance.

6.3. Hardware Replacement Delays

• Check RMA Status: Log into the Fortinet Support Portal to check the status of your RMA request.
• Forsendelsesoplysninger: Verify that all shipping details provided during the RMA process are accurate.
• Kontakt support: For significant delays, contact Fortinet support directly, referencing your RMA number.

7. Specifikationer

This FortiCare contract is specifically for the Fortinet FortiGate-81E-POE device.

• Produkt: FortiCare Contract
• Gældende enhed: FortiGate-81E-POE
• Kontraktvarighed: 1 år
• Support Level: 24x7 FortiCare
• Fortinet Part Number: FC-10-0081E-247-02-12
• Varemodelnummer: FG-81E-24x7 FC-1 YR-LIC
• Første tilgængelige: 15. marts 2017

8. Support og kontaktoplysninger

For further assistance or to access support services, please use the following resources:

• Fortinet Supportportal: support.fortinet.com
• Fortinet Webwebsted: www.fortinet.com
• Teknisk support: Refer to the Fortinet Support Portal for regional telephone numbers and chat options.

Always have your FortiGate device serial number and FortiCare contract details ready when contacting support.