Advanced Services

Advanced Services (AS) allows Fortinet Inc. customers with an active Advanced Support service contract to request different service activities in exchange for Service Points.

Users must have access to the root folder in their permission scope and have the correct entitlement registered to view the Advanced Services page. For information, see Permission scope with Organizations in the Identity & Access Management guide.

Eligible contracts

Advanced Services Requests (AS Requests) are available to customers with the following contracts:

• Enterprise Premium

• Enterprise Business

• Enterprise First or Global First

• Service Providers Select or Service Providers Elite or Global Elite

• AS Core

• AS Pro

• AS Pro Global

• AS Pro Plus

• AS Pro Plus Global

Service requests

Advanced Service Requests provide professional assistance to get the most out of your Fortinet Inc. products. Services include Customer On-Site Visit, Remote After-Hours Assistance, and more.

Service points

Service Points are exchanged to perform a service request. Each service request is assigned a set number of Service Points. After a request is created, a member of Fortinet's Support team will contact you to review the scope of the request and the number of points required to complete the request. The number of points required may be adjusted depending on the scope of the request. After the scope and points required are agreed upon by you and the Support team, the points will be reserved in your account. Service points are deducted from your points balance at the time a service request is completed.