FortiCare Services Brochure

Transcription

1 FortiCare Services Brochure

2 FortiCare Services Customer satisfaction and service: Fortinet's #1 priority FORTICARE PROFESSIONAL SERVICES P R O F E S S I O N A L FORTICARE PREMIUM SERVICES P R E M I U M FORTICARE SUPPORT SERVICES

3 Consistent service and the reliability of your IT security infrastructure are critical to the business success of your organization. To address these requirements the FortiCare service portfolio provides a comprehensive set of programs including global coverage for technical services and security threat management. With FortiCare Services, customers can be assured that their security solutions are performing optimally, protecting their corporate assets with the best security technology. From product support to technical consulting and professional services, Fortinet can tailor support plans to match your specific needs, whatever the business requirement. NETWORK ARCHITECTURE AND DESIGN IMPLEMENTATION AND DEPLOYMENT TRANSITION AND MIGRATION GREENFIELD DESIGN TECHNICAL SUPPORT HARDWARE REPLACEMENT SERVICES 4H 4H PREFERRED TAM SERVICES 24X7 NEXT DAY 4 HOURS ONSITE 4 HOURS ONSITE + ENGINEER FORTICARE TECHNICAL SUPPORT AND RMA SOFTWARE UPGRADES APPLIANCE MANAGEMENT TICKET LOGGING 8X5 24X7

4 FortiCare Services FortiCare service contracts have multiple options so that that every organization can obtain the right level of support according to their specific business needs. Attractively priced options include 8x5 and 24x7 telephone support with bundled hardware replacement services. A Premium level of services is available for technical support and RMA hardware replacement requirements whilst Professional Services can assist with critical projects or initial deployments. FORTICARE TECHNICAL SUPPORT FortiCare Technical Support offerings provide global support for all products, on a per appliance basis. By subscribing to these services, organizations are ensured a timely response to any technical issue as well as complete visibility on ticket resolution progress. All FortiCare Support services include: firmware upgrades; access to the support portal and associated technical resources; reporting on technical incidents (via the web, chat and optionally the telephone); as well as hardware return and replacement. Two options are available: FortiCare 8X5 8X5 Provides access to technical support services via the web portal and online chat system and includes a return and replace service for hardware failures. This service allows fast and easy written access to technical support requests. FortiCare 24X7 24X7 FortiCare 24 X 7 is designed for customers who require around-the-clock access to mission-critical support. In addition to online ticket access and chat, this service offers telephone support on a 24x7 basis. It also includes an advanced hardware replacement service with next business day delivery, to assure high levels of availability.

5 FORTICARE PREMIUM SERVICES For networks that service time-critical business applications, response time P R E M I U M is key. FortiCare Premium Services are available for hardware replacement services - to minimize downtime - and for technical support, where the provision of a single point of contact, allows the resolution of technical issues in the context of the customer s business and security requirements. PREMIUM TECHNICAL SUPPORT Preferred Preferred technical support is specifically designed for customers implementing Fortinet security solutions for the first time, or requiring assistance on a strategic project implementation. This service includes a designated support engineer to assist with registration, to simplify the escalation process via a shared support plan and to handle incoming technical queries. The service includes fast-lane ticket handling by ensuring incidents are directed to a specific technical support engineer within the regional Centre of Expertise for a six month duration. TAM Services The Premium TAM Service is aimed at customers requiring a pro-active, collaborative and assured level of technical support. This service is delivered by a Technical Account Manager (TAM), who acts as the single point of contact for all technical support tickets handling escalations as the customer advocate within Fortinet. This level of Premium service allows customers to benefit from: enhanced SLAs for both responsiveness and ticket updates as well as the handling of critical incidents. Included within the service are additionally; service activity reporting; periodic service reviews; quarterly on-site visits for maintenance or service reviews; pro-active test cycle and migration plan support as well as extended software support which increases the lifecycle of software revisions. PREMIUM RMA 24X7 NEXT DAY 4 HOURS ONSITE 4 HOURS ONSITE + ENGINEER 4H 4H FortiCare Premium RMA hardware replacement services are aimed at minimizing down-time. The upgrade options, available on an appliance level, include 24x7 Next Day Delivery, 4 hours on-site courier and 4 hours on-site engineer. The service is handled uniquely by telephone and provides a single point of contact for the duration of the incident to ensure the service delivery SLA is achieved or exceeded. À La Carte Premium Services Because every customer has different security requirements and infrastructure constraints, Fortinet can also provide A la carte Premium Services. These include Premium FortiGuard Services for enhanced response to threats; integrated service bundles to assure process delivery within Fortinet at optimal costs; or Global TAM Services. FORTICARE PROFESSIONAL SERVICES P R O F E S S I O N A L Complex security implementations require focused planning, thorough testing, effective knowledge transfer and seamless management. Our FortiCare Professional Services provide a broad range of technical services that may be engaged at any time during a project lifecycle to ensure the best levels of network security, delivered on schedule and within budget. Fortinet s Professional Services are driven by experienced consultants, assigned to work closely with our customers to develop the requirement and manage the overall scope, schedule, resources and quality of the project. Our Professional Services consultants have direct access to Fortinet developers and technical support resources to ensure a complete, precise, and timely solution and a successful service engagement. They also have access to a broad range of tools and resources, including comprehensive labs at the regional Centre of Expertise to evaluate, optimize and migrate Fortinet systems. Our Professional Services methodology includes the standard lifecycle phases: Architecture and Design; Implementation and Deployment; Transition and Migration. Depending on the complexity of the engagement and the available internal resources, customers may choose any or all of these services.

6 Global Organization FortiCare Services are delivered by a team of network security specialists present around the globe to ensure enterpriseclass and timely support, wherever you are. Regional Centres of Expertise & Technical Assistance Centres Our Global Customer Services and Support (GCSS) team is the customer s single point of contact for all service and support requirements. The GCCS organization is spread across three regional Centres of Expertise (COE) focused on delivering technical and service excellence. Each COE is supplemented by regional support centres providing additional language and geographical coverage to best address our customers needs. The Customer Service team will assist with any query related to Fortinet services, from contract registration to opening technical tickets, to call transfer to the support group for priority assistance. The Technical Support Engineering teams diagnose tickets, troubleshoot issues, find workarounds and provide solutions. The team is available on-line via chat or through incidents created via the support portal or telephone. Technical engineers are organized by expertise, thus allowing each group to focus on providing the right solution at the right time. - The First Level engineering team respond to queries on product functionality and features. - The Second Level engineering team supplemented by a group of Product Escalation engineers focus on debugging and resolving complex tickets. The Premium TAM team is dedicated to specific customers, working closely with the product escalation engineers to ensure fast resolution of technical incidents. The RMA Hardware Engineering team team resolves hardware related incidents, thus ensuring efficient replacement of defective hardware in alignment with our SLA timeframes. The Professional Services team delivers packaged as well as customized services. As part of the COE group, they benefit from a rich set of technical resources which facilitates delivery of successful projects.

7 Fortinet has a state-of-the art FortiLab in each region, containing a full range of Fortinet equipment, as well as industry standard test equipment, utilizing a network layout and management interface, developed by engineers, in-house. With FortiLabs, complex setups are made easy, configurations and software versions can be modified at a click, allowing stronger focus on data analysis and response to customers. There are two Customer-Readiness Test Teams within the technical support organization who supplement global product testing by focusing exclusively on serviceability in the field and these teams are located in the Sophia Antipolis and Vancouver COEs. EMEA AMERICAS APAC REGIONAL COE Sophia Antipolis, FRANCE REGIONAL COE Vancouver, CANADA REGIONAL COE Kuala Lumpur, MALAYSIA REGIONAL SUPPORT CENTERS Prague, CZECH REPUBLIC REGIONAL SUPPORT CENTERS Ottowa, CANADA REGIONAL SUPPORT CENTERS Beijing, CHINA Bangalore, INDIA Sunnyvale,UNITED STATES Tokyo, JAPAN Mexico City, MEXICO Sydney, AUSTRALIA Hardware Depot Centres In order to fulfill the timely replacement needs of our worldwide customer base, Fortinet has invested in hardware depots located around the globe. Regional depots are supplemented by in-country centers in order to meet the Premium RMA SLAs. EMEA AMERICAS APAC REGIONAL HARDWARE CENTER Sophia Antipolis, FRANCE REGIONAL DEPOTS Egypt, India, Israel, Poland, Romania, Russian Fed, Ukraine, Saudi Arabia, South Africa, Turkey, U.A.E REGIONAL HARDWARE CENTER Sunnyvale, UNITED STATES REGIONAL DEPOTS Argentina, Australia, Brazil, Canada, Chile, Colombia, Costa Rica, Mexico, Peru, Puerto Rico, Venezuela REGIONAL HARDWARE CENTER Taipei, TAIWAN REGIONAL DEPOTS China, Hong Kong, Indonesia Japan, Malaysia, New Zealand, The Philippines, Singapore and Brunei, Thailand, Vietnam For an overview of the coverage of our Premium RMA service at a country and city level please refer to the Service Delivery Matrix located at:

8 AMERICAS HEADQUARTERS EMEA HEADQUARTERS APAC HEADQUARTERS 1090 Kifer Road Sunnyvale, CA United States Tel Fax rue Albert Caquot Sophia Antipolis France Tel Fax Beach Road The Concourse Singapore Tel Fax Copyright 2012 Fortinet, Inc. All rights reserved. Fortinet, FortiGate, and FortiGuard, are registered trademarks of Fortinet, Inc., and other Fortinet names herein may also be trademarks of Fortinet. All other product or company names may be trademarks of their respective owners. Fortinet disclaims in full any guarantees. Fortinet reserves the right to change, modify, transfer, or otherwise revise this publication without notice, and the most current version of the publication shall be applicable. Nothing herein should be considered a representation, guarantee, warranty or contractually binding provision.