Attendance at the customer location by an Advanced Services engineer for meetings or operational activities during a business day. This option may include:

• Quarterly or annual business reviews.

• Support with simple troubleshooting.

• Presentation of an existing best practice recommendation.

• Open discussion on planned activities.

This service option provides remote after-hours assistance for a maximum duration of four hours during network changes (such as migrations, software upgrades or feature roll outs that take place out of business hours). Network changes covered under this service option shall be agreed in advance. This service option consists of:

• A meeting to discuss the proposed network change which will be documented in a technical ticket.

• Assistance with respect to questions, concerns or issues during the agreed maintenance window.

• Support over the phone for remote diagnostics of reasonably unforeseen issues that may occur.

An activity exceeding the maximum four hours will result in a deduction of additional Service Points for the actual remote after-hours assistance duration.

This Service Option consists of the delivery of a report outlining a best practice recommendation for a specific feature, such as:

• The creation of a report tailored to the customer’s communicated environment, detailing best practices to ensure Fortinet appliances are correctly configured for the required feature.

• Guidelines to optimize the usage of Fortinet appliances or to identify potential issues.

• A focus on the operational effectiveness of a specific product feature. For clarity, it explicitly excludes any design or integration with specific third party products or services.

A product assessment of a target software release against the customer’s communicated technical environment for the purpose of addressing known bug-related issues. For clarity, this assessment shall only:

• Focus on Fortinet’s software elements, excluding hardware components.

• Issue a bug scrub report with respect to the target Fortinet software release, focusing on the known issues of the software release.

The bug scrub report shall generally consist of:

• An assessment of the customer’s communicated environment.

• Bug scrub assessment of known issues that may potentially impact the customer’s communicated environment.

• A list of vulnerabilities resolved between the customer’s deployed software release and the target software release.

• Indicative recommendation on the suitability of the target software release for the customer’s communicated technical environment.

This service option applies to one product instance upgrade and it consists of:

• The testing of a target software release against the customer’s communicated configuration within laboratory conditions.

• The provision of a test report on the outcome.

In particular, Fortinet will:

• Conduct a preliminary assessment of the communicated environment.

• Build a laboratory environment in accordance with the communicated environment.

• Test the target's software release in the laboratory environment.

• Issue an indicative report detailing findings during laboratory testing:

  • Identification of a recommended software release based on known issues.

  • Identification of a recommended upgrade path.

  • List of potential error messages displayed during upgrade path, including workarounds or minor configuration requirements required for a successful upgrade.

FortiGuard Malware Analysis Service – Standard Report

A report describing general behavior and functionality of the malicious sample.

FortiGuard Malware Analysis Service – Expert Report

An in-depth analysis report of the malicious sample offering a deeper visibility of the threat behavior.

Knowledge Transfer - Custom Webinar

Webinar type chalk talk session that is conducted remotely and up to two hours in duration. The webinar consists of Show and Tell sessions in English where one feature is explained and described based on customer’s configuration. The webinar will be also supplemented with best practice troubleshooting steps for commonly seen issues.

Lead time to deliver the webinar is 10 business days.

Knowledge Transfer - Customer Workshop

Custom troubleshooting training with remote hands-on troubleshooting exercise designed by a Fortinet Support engineer for a maximum of three users. The knowledge transfer custom workshop is based on three relevant product features, or use cases, provided by the customer.

Upon receipt of this information from the customer, Fortinet Support will create a specific lab environment to run the workshop and meet customer expectations.

The custom workshop will be focused on FortiGate, FortiAnalyzer, or FortiManager.

Lead time to deliver the custom workshop is four weeks.

Configuration Hardening Check

A point-in-time snapshot of customer FortiGate configurations deployed on the customer network within the lead region. A detailed report is provided to the customer to harden and improve the security of their FortiGate devices.

Device Performance Health Check

One performance health check as a point-in-time snapshot of a standalone FortiGate, or a cluster of FortiGate devices. The process involves the running of a non-intrusive monitoring script, in the customer’s environment, for a recommended five calendar days against the targeted FortiGates. The resulting report will not only include key statistics of the FortiGates, but also provide recommendations to optimize utilization. A support ticket will be required to investigate any identified issues.

Lifecycle Audit

One life cycle audit report detailing :

• The products deployed (FortiGate, FortiManager, and FortiAnalyzer) within the customer environment and their hardware and software life cycle status.

• A bug tracking summary.

• FortiGate feature usage and gap analysis.

• A summary of current and future state recommendations.