Frequently asked questions

When onboarding to SOCaaS, should I select MSSP or Regular Customer onboarding?

• If you manage your clients' devices under your own Fortinet FortiCare ID, select MSSP onboarding.
• If your clients have their own FortiCare ID, and do you manage their devices using their FortiCare accounts, select Regular Customer onboarding and follow the Onboarding Quick Start Guide for further instructions.

Why can't I log in to the portal?

• First time users must be given permission by the Customer FortiCare Master Account user. This can be done using the IAM service in your FortiCloud account:
  1. Create a FortiCloud Permission Profile, and add the SOCaaS Portal.
     
  2. Add a new user in the IAM portal.
     
  3. Select a Permission Scope, and assign the newly created Profile which provides access to SOCaaS.
     

How long will it take for onboarding to be completed?

• Once you have completed all three onboarding steps, you will receive a Welcome to SOCaaS confirmation message within three business days (Pacific Standard Time).

How can I check the status of my onboarding request?

• Log in to the SOCaaS Portal and you can track your progress by reviewing the onboarding timeline chart.
  
  
• Once all indicators are highlighted up to and including Service Commencementand you have received the Welcome to SOCaaS email, you will then be onboarded and can use the SOCaaS Portal to monitor your assets, alerts, submit service requests, and view weekly SOC reports.

Where can I find additional SOCaaS resources?

• The SOCaaS User Guide and FAQ are available on the Fortinet Documentation Site.

How can I contact the SOCaaS onboarding team?

• Please contact SOCaaS_Success@fortinet.com if you have any questions or issues with onboarding. Please include the following information:
  • Company name.
  • Full name.
  • Primary email.
  • Primary telephone number.
  • FortiCare ID used to register your FortiGate(s) to be subscribed to SOCaaS.
  • A brief description of your question or issue.