Advanced Services types
The following types of Advanced Services options are available for request:
Service | Description |
Points |
---|---|---|
Customer On-Site Visit |
Attendance at the customer location by an Advanced Services engineer for meetings or operational activities during a business day. This option may include:
|
4 |
Remote After-Hours Assistance |
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:
An activity exceeding the maximum four hours will result in a deduction of additional Service Points for the actual remote after-hours assistance duration. |
1 |
Software Best Practices |
This Service Option consists of the delivery of a report outlining a best practice recommendation for a specific feature, such as:
|
4 |
Miscellaneous Service Activity | A custom request to address a specific requirement for your account. |
1 |
Software Upgrade Assessment |
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:
The bug scrub report shall generally consist of:
|
6 |
Software Upgrade Testing |
This service option applies to one product instance upgrade and it consists of:
In particular, Fortinet will:
|
3 |
FortiGuard Malware Analysis Service – Standard Report |
A report describing general behavior and functionality of the malicious sample. |
4 |
FortiGuard Malware Analysis Service – Expert Report |
An in-depth analysis report of the malicious sample offering a deeper visibility of the threat behavior. |
8 |
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. |
5 |
Knowledge Transfer - Custom 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. |
10 |
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. |
5 |
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. |
10 |
Lifecycle Audit Report |
One life cycle audit report detailing :
|
10 |
Customer Readiness Testing |
Lab testing of customer specific scenarios and deployments, utilizing Fortinet products under specific configuration and loading conditions. This includes extensive or complex lab testing, and rely on the use of modern testing tools and methodologies. The lab will replicate with a network topology as close as possible to the one used by the customer with traffic patterns analysis and simulation, together with operational behavior replication. Typical testing projects include:
|
20 |
More information about each Advanced Services option is available in the Service Points description available in the Customer Service portal.