Fortinet FortiCare
Technical Support, Advanced Services & Expert Guidance
FortiCare delivers world-class technical support, onboarding, and professional services to help you maximize the value of your Fortinet investments from day one through long-term growth.
Fast-Track Success
- Accelerate ROI with streamlined onboarding, guided deployment, and seamless migrations so you can hit the ground running.
24×7 Expert Support
- Get round-the-clock technical assistance from certified Fortinet experts to quickly resolve issues and maintain business continuity.
Proactive Optimization
- Receive tailored guidance, including operational reviews, upgrade planning, and best practices helping you reduce risk and boost productivity.
Overview:
Expertise at Your Service
Global Reach. Local Support. Proven Expertise.
Fortinet delivers world-class support through a vast, globally distributed infrastructure designed to keep your business secure and operational anytime, anywhere.
Global Support Highlights:
24×7 global technical support
1,400+ NSE & industry-certified experts
3 Regional Centers of Expertise
40 Regional Depots + 200+ In-country Depots
4-hour expedited hardware replacement available
Services
FortiCare Support Services
Per-device support for ongoing operations and maintenance.
24×7 global technical support
Access to 1,400+ certified experts
Flexible SLAs and add-on options
Fast hardware replacement via 200+ in-country depots
Keep your Fortinet solutions running at peak performance.
Advanced Support
Account-based services for enterprises and service providers.
Dedicated account managers
Proactive business guidance and planning
Enterprise Support Agreements (ESAs) for simplified service consumption
Designed for large-scale or complex environments
High-touch support aligned with your business strategy.
Professional Services
Accelerated deployment and configuration expertise.
QuickStart packages for fast, accurate implementation
Custom engagements tailored to your environment
Delivered by Fortinet-certified specialists
Minimizes post-deployment risk and downtime
Get it right the first time and scale with confidence.
Feature Highlights: Technical Support
Fast, Flexible Support for Business Continuity
Organizations rely on Fortinet to secure critical infrastructure and when issues arise, rapid response is essential. Fortinet’s flexible support options ensure businesses maintain maximum uptime, performance, and protection.
Per-Device Support Tiers:
FortiCare Essential – Core 24×7 support for everyday needs
FortiCare Premium – Enhanced SLAs and faster response times
FortiCare Elite – Highest level support with prioritized handling and expert engagement
Choose the right level of support for each device scale your service to match your security needs.
FortiCare Service Offerings
| FortiCare Included Features | Per-device Service Options | ||
|---|---|---|---|
| FortiCare ESSENTIAL | FortiCare PREMIUM | FortiCare ELITE | |
| RMA | Return and replace only | Advanced replacement (PRMA available) | Advanced replacement (PRMA available) |
| Web Support | ✔ | ✔ | ✔ |
| Telephone Support | – | ✔ | ✔ |
| Firmware Updates | ✔ | ✔ | ✔ |
| Asset Management Portal | ✔ | ✔ | ✔ |
| Response Time (Critical Issue) | Next business day | 1 hour | 15 mins |
| Response Time (Non-Critical Issue) | Next business day | Next business day | 2 business hours |
| Extended End-of-Engineering-Support (E-EoES) for Long Term Supported Firmware (LTS) of 18 months* | – | – | ✔ |
| Device Insights and Monitoring Portal (FortiCare Elite Portal) | – | – | ✔ |
*Currently available for FortiGate only
Feature Highlights: FortiCare Advanced Support
Expert Guidance. Faster Resolution. Trusted Partnership.
With FortiCare Advanced Support, you gain direct access to Fortinet technical experts who understand your environment and business priorities. This high-touch service includes:
Designated account management
Proactive service delivery and planning
Accelerated issue resolution from experts who know your setup
Let Fortinet handle your support so you can stay focused on growing your business.
Entitlements vary by level but can include:
| Designated Advanced Technical Support | for focused resolution of incoming technical support issues. |
| Service Relationship Management | annual service and performance review. Quarterly operational review to cover technical ticket statistics, quality issues, overall ongoing ticket analysis, product life cycle, ongoing activity, and 90-day project planning. |
| Root Cause Analysis | of critital incidents (Priority-1 and Priority-2) related to Fortinet appliances. |
| Upgrade Assistance | which may include software recommendation, upgrade testing, and planning assistance. |
| Advanced Service Points | for remote after-hours assistance, product upgrade assistance, and software recommendations. |
| Annual Training Package | including NSE 4 and NSE 5 training and certification vouchers. |
Expanded Coverage. Consistent Expertise. Worldwide.
To support global operations, Global PRO and Global PRO Plus services extend FortiCare’s reach with designated Technical Account Managers (TAMs) across EMEA, Americas, and Asia Pacific regions. These services ensure consistent, personalized support across geographies helping multinational organizations streamline service delivery and resolve issues faster, no matter where they operate.
Feature Highlights: Professional Services
As networks and threats rapidly evolve, it’s critical to make sure security capabilities can keep up. Given the global cybersecurity skills shortage, today’s organizations often lack the in-house expertise or enough staff to deploy, operate, and maintain the new technologies required to close security gaps. FortiCare Professional Services delivers expert help to ensure Fortinet deployments are optimized for each customer’s unique needs.
Professional Services provides Design, Deploy, Operate, Optimize, and Evolve services. In addition, Professional Services also offers product-agnostic consulting services.
Key benefits to engaging Fortinet Professional Services:
| Faster Time-to-Value | Hit the ground running with new capabilities, achieve faster time-to-value with streamlined expert deployment of Fortinet products and solutions. |
| Increased Service Uptime | Achieve increased uptime by leveraging subject matter experts who can proactively review changes, performance, and policies for reliability and sustained security. |
| Access to Industry Expertise | Supplement in-house teams with dedicated resources that can bring industry expertise to perform upgrades or handle technical incidents. |
| Increased Productivity | Increase staff productivity by offloading redundant operational tasks including configurations to Fortinet domain experts who know your business |
Strategic Guidance to Strengthen Your Security Posture
Fortinet’s Cybersecurity Advisory and Consulting Services empower business and IT leaders to navigate today’s evolving threat landscape with confidence. Our experts take a vendor-agnostic approach to assess your current security posture, then align findings with your business goals, compliance needs, and strategic objectives. Whether guiding ongoing initiatives or shaping long-term roadmaps, we help drive progress toward cybersecurity maturity.