Fortinet FAQs

Registering a Renewal Contract: If a non-coterm renewal quote is purchased (i.e. an FC SKU from the price list for a Renewal) the contracts will need to be registered manually by the customer: Log into your account at https://support.fortinet.com Under "Asset" section on the home page select Register/Renew Enter the Serial # or Contract Number from the Service Registration Document (PDF) Hit Register Select the correct unit/serial number Verify the coverage dates in the Support Coverage section Select Complete Registration

What is FortiGuard? Fortinet solutions, including the FortiGate firewall platform, are powered by the security services developed by FortiGuard Labs. FortiGuard Labs consists of more than 200 expert researchers and analysts around the world. The researchers work with world class, in-house developed tools and technology to discover and study breaking threats. They then update FortiGuard security services to protect against those threats. It is important to renew your FortiGuard (security services) & FortiCare (support services) subscriptions before they expire to ensure your environment is protected from threats & attacks. Fortiguard Options: For Small businesses we recommend the UTM FortiGuard Security Services Bundle This traditional UTM security services bundle includes NGFW Application Control and IPS, Web Filtering, AntiVirus, AntiSpam, IP & Domain Reputation. For Medium, Mid-Enterprise & Enterprise businesses we recommend the Enterprise FortiGuard Security Services Bundle Designed to address today’s advanced threat landscape, the Enterprise Bundle delivers all FortiGuard security services available for the FortiGate including: NGFW Application Control and IPS, Web Filtering, AntiVirus, AntiSpam, IP & Domain Reputation, AntiBotnet, Mobile Security & FortiSandbox Cloud. Feature definitions: Web Filtering: FortiGuard Web Filtering helps protect your organization by blocking access to malicious, hacked, or inappropriate websites- letting you easily see and control what websites your users are visiting. The web filtering service is available through FortiGate next generation firewall, FortiSandbox, FortiClient, and FortiCache solutions. Anti-Virus: FortiGuard Antivirus protects against the latest viruses, spyware, and other content-level threats. FortiGuard Antivirus is available with the FortiClient, FortiGate, FortiSandbox, FortiCache, FortiMail, and FortiWeb solutions. AV Comparatives awarded Fortinet its highest award, the Advanced+ rating for file detection and real-world protection. Anti-Spam: FortiGuard Antispam (email spam) provides a comprehensive and multi-layered approach to detect and filter spam processed by organizations. Additionally, FortiClient endpoint agents can block spam messages on remote computers and mobile devices. Every minute of every day FortiGuard Labs blocks approximately 21,000 spam emails and each week the Labs deliver approximately 46 million new and updated spam rules. IPS: FortiGuard IPS protects against the latest network intrusions by detecting and blocking threats before they reach network devices. Our combination of real-time threat intelligence updates and thousands of existing intrusion prevention rules delivers the industry’s best IPS protection. Application Control: FortiGuard Application Control enables users to quickly create policies to allow, deny, or restrict access to applications (Facebook, Amazon etc.) or entire categories of applications and keeps malicious and risky applications out of their network. It can be granularly configured so that certain work groups can/can’t access certain apps or features within apps (i.e. Marketing members can post to Facebook but HR members cannot access Facebook at all). Unknown Threat Detection (FortiSandbox Cloud): FortiCloud Sandbox Service is an advanced threat detection solution that performs dynamic analysis to identify previously unknown malware & zero-day threat detection and response for the network. FortiGuard Labs has already discovered over 500 Zero Days! The FortiCloud Sandbox Service is available with the FortiGate next-generation firewall, FortiMail secure email gateway, and FortiWeb web application firewall. Sandbox: A sandbox is an isolated computing environment in which a program or file can be executed without affecting the application in which it runs. Zero-day threat: A zero-day threat is a threat that exploits an unknown computer security vulnerability. This means that there is no known security fix because developers are oblivious to the vulnerability or threat. The name “zero-day” comes from the fact that no patch yet exists to mitigate the vulnerability being exploited. Zero-days are sometimes used in trojan horses, rootkits, viruses, worms and other kinds of malware to help them spread to and infect additional computers. Mobile Security: Fortiguard Mobile Service protects mobile devices against the latest malware variants with proactive technologies that are able to block previously unknown threat variants. This reduces the risk of data breach or damage caused by mobile malware with highly effective antivirus protection. It employs industry-leading advanced detection engines to prevent both new and evolving threats from gaining a foothold inside your network and gaining access to its invaluable information.

What is Forticare? FortiCare Support Services give you global support on a per-product basis. By subscribing to FortiCare services, you'll receive 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 telephone), as well as a hardware return option. It is important to renew your Fortiguard (security services) & Forticare (support services) subscriptions before they expire to ensure your environment is protected from threats & attacks. Forticare Options: For Small businesses we recommend 24x7 Forticare Support Services FortiCare 24x7 Service includes access to technical support on a 365x24x7 basis as well as an advanced replacement service for hardware failures. This service provides the assurance of around-the-clock coverage and fast turnaround for replacement of defective hardware. For Medium, Mid-Enterprise & Enterprise businesses we recommend Forticare 360 Support Services FortiCare 360° Service includes all of the services that FortiCare 24x7 service offers, plus providing customers with a recurring health check through a personalized monthly audit report of their FortiGate and FortiWiFi appliances. As part of the service, Fortinet will proactively perform device environmental and performance audits for the contracted appliances. Based on the audit results, specialized Fortinet engineers will provide recommendations to help customers avoid unplanned service disruptions and detect problems before they affect performance. FortiCare 8x5, 24x7 & 360 package differences: (see “What is FortiCare 360?” for further information on the benefits of FC360) Please note: *With 8x5 support you can only get to support agents Mon-Fri during 9am-5pm (normal business hours) of where the device is registered (time zone of where the units was initially registered to). FortiCare Premium RMA Service is an add-on service designed to minimize downtime. There are three options: Next-day Delivery: Parts are delivered the day following RMA approval by Fortinet support. 4-Hour Courier: Parts are 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 are delivered on-site with an engineer, 24 hours a day, 7 days a week within 4 hours of RMA approval by Fortinet support.

To renew directly with a credit card, please go to https://support.fortinet.com and follow the instructions in the PDF attached to this article. Quick instructions (detailed instructions in attached PDF): Log into your account at https://support.fortinet.com Scroll down to the “Asset” section and choose “Purchase Services” Select the Serial Number which you want to renew, and click ‘Renewal’ on the right hand corner Select the type of support you want then 'Continue' Checkout and follow through Why renew? It is important to renew your Fortiguard (security services) & Forticare (support services) subscriptions before they expire to ensure your environment is protected from threats & attacks. Fortiguard Options: For Small businesses we recommend the UTM Fortiguard Security Services Bundle This traditional UTM security services bundle includes NGFW Application Control and IPS, Web Filtering, AntiVirus, AntiSpam, IP & Domain Reputation. For Medium, Mid-Enterprise & Enterprise businesses we recommend the Enterprise Fortiguard Security Services Bundle Designed to address today’s advanced threat landscape, the Enterprise Bundle delivers all FortiGuard security services available for the FortiGate including: NGFW Application Control and IPS, Web Filtering, AntiVirus, AntiSpam, IP & Domain Reputation, AntiBotnet, Mobile Security & FortiSandbox Cloud. Forticare Options: For Small businesses we recommend 24x7 Forticare Support Services FortiCare 24x7 Service includes access to technical support on a 365x24x7 basis as well as an advanced replacement service for hardware failures. This service provides the assurance of around-the-clock coverage and fast turnaround for replacement of defective hardware. For Medium, Mid-Enterprise & Enterprise businesses we recommend Forticare 360 Support Services FortiCare 360° Service includes all of the services that FortiCare 24x7 service offers, plus providing customers with a recurring health check through a personalized monthly audit report of their FortiGate and FortiWiFi appliances. As part of the service, Fortinet will proactively perform device environmental and performance audits for the contracted appliances. Based on the audit results, specialized Fortinet engineers will provide recommendations to help customers avoid unplanned service disruptions and detect problems before they affect performance. If you would like to get Forticare 360 please email us at [email protected] to speak with a renewals specialist. Forticare 360 is currently not available through the Self-Renewal Portal.

Forticare Terms and Conditions attached PDF

Fortinet has designed our FortiCare support and FortiGuard services to be continuous. When a customer does not renew by the expiration date, then a lapse in the service period occurs. Any lapses in service will require coverage back to the contract expiration date in order to maintain continuous service coverage. There is a 10–day grace period, which is the number of days after the contract expiration date before the lapsed service period coverage goes into effect. If a contract is purchased and registered within the 10–day grace period, then the contract starts on the date of registration. There is a maximum back date coverage of six months. In other words, if the coverage has lapsed for more than six months, then out of a one–year renewal contract, six months will be used to cover the lapse in service and then the remaining service time will be used to provide continuing service.

What is a Coterm Quote? A “Coterm” is a coterminous quote that aligns all service expiration dates by breaking them down into a daily price basing it off of 1 year of service. This aligns devices to all be renewed at the same time come the next renewal cycle. Coterms are always MSRP/List Pricing. PDF attached (text is larger in PDF)

Creating a CS (Customer Service) ticket: Log into https://support.fortinet.com Click on “Create a Ticket” under the “Assistance” section of the page Choose which type of support you need Fill out & submit the information

Updating/Changing your Partner in the Support Portal: Log into your account at https://support.fortinet.com Click on “Manage/View Products” under the “Asset Management” section on the upper right side Click on each serial number and on the left side under “Update” choose “Partner Name” Select the new respective partner from the drop down menu & save

Instructions attached If you are no longer using a specific Fortinet device, it is recommended that you mark that unit as “Decommissioned” in the system to ensure your active units are easily identifiable for ease of management. You can always Recommission any Decommissioned units by simply pressing the “Remove from Decommissioned List” button as shown below. Please note you must be the Master Account or the Sub Account with full access in order to decommission units for your account.