Subscriptions

I am an existing customer with a registered legacy FortiSASE device-based subscription (EMS05-434) or a registered FortiSASE user-based subscription (EMS05-553). I want to purchase the FortiSASE standard user subscription (EMS05-547), Advanced user subscription (EMS05-676) or the Comprehensive user subscription (EMS05-759). What should I do?

You cannot combine or directly convert the device-based and user-based subscriptions.

No FortiSASE reconfiguration is required. The process involves proper FortiSASE subscription management with the assistance of Fortinet Customer Service.

Therefore, as an existing customer, you must follow this process:

• If your subscription has a remaining term and has not yet expired, do the following:
  1. Contact your Fortinet Sales or Partner contact to provide you with assistance with converting the existing subscription to a FortiSASE user Standard, Advanced or Comprehensive subscription. See the FortiSASE Ordering Guide.
  2. Contact FortiCare Support Customer Service or open a new Customer Service ticket using the FortiCare Support Portal to review subscription conversion options available for your device-based (EMS05-434) or user-based subscription (EMS05-553).
• If your subscription expired, do the following:
  1. Contact your Fortinet Sales or Partner contact to purchase a new FortiSASE user Standard, Advanced or Comprehensive subscription. See the FortiSASE Ordering Guide.
  2. Once you have purchased a new FortiSASE user subscription, contact FortiCare Support Customer Service or open a new Customer Service ticket using the FortiCare Support Portal. The Customer Service team assists you with removing the expired subscription from your account and applying the new one to your account. The FortiSASE serial number (SN) and configuration are preserved.

I am an existing customer with the FortiSASE standard user subscription (EMS05-547) and want to upgrade to an Advanced user subscription (EMS05-676) or the Comprehensive user subscription (EMS-759). What should I do?

No other FortiSASE reconfiguration is required. The subscription upgrade requires proper FortiSASE subscription management with the assistance of Fortinet Customer Service.

Therefore, as an existing customer, you must follow this process:

1. Obtain a FortiSASE Advanced or Comprehensive user subscription by doing one of the following:
   • If your subscription has a remaining term and has not yet expired, contact your Fortinet Sales or Partner contact to provide you with assistance with co-terming the existing subscription to a FortiSASE Advanced or Comprehensive user subscription. This requires obtaining a co-term quote from the Fortinet Renewals team. See the FortiSASE Ordering Guide.
   • If your subscription expired, contact your Fortinet Sales or Partner contact to purchase a new FortiSASE Advanced or Comprehensive user subscription. See the FortiSASE Ordering Guide.
2. Once you have a converted FortiSASE subscription or have purchased a new FortiSASE user subscription, contact FortiCare Support Customer Service or open a new Customer Service ticket using the FortiCare Support Portal. The Customer Service team assists you with removing the older subscription from your account and applying the new one to the account. The FortiSASE SN and configuration are preserved.

I am an existing customer with the FortiSASE standard user subscription (EMS05-547), Advanced user subscription (EMS05-676), or Comprehensive user subscription (EMS-759). I want to shift to using FortiSASE user subscriptions in FortiFlex. What should I do?

This subscription shift requires proper FortiSASE subscription management with the assistance of Fortinet Customer Service.

Therefore, as an existing customer, you must follow this process:

1. Contact your Fortinet Sales or Partner contact to purchase new FortiFlex Program and Point Pack SKUs for access to the FortiFlex portal from within your FortiCloud account and then register these registration codes to your account. See the FortiFlex Program Ordering Guide.
2. Contact FortiCare Support Customer Service or open a new Customer Service ticket using the FortiCare Support Portal. The Customer Service team assists you with these steps:
   1. Removing the older subscription from your account
   2. Creating a new Technical Support ticket to engage Fortinet technical teams to request the deletion the old instance on the backend (may take up to two business days).
3. Once the older subscription has been removed from your account and the old instance has been deleted, in the FortiFlex portal, create a FortiSASE configuration and entitlement to generate a FortiSASE user subscription.
4. At this point, a new FortiSASE SN is created. In other words, a new FortiSASE instance with default configuration is created. The FortiSASE configuration is lost after the licensing shift, and there is no option to restore the old configuration on the new FortiSASE instance. Therefore, FortiSASE reconfiguration is required. Configure your FortiSASE instance with desired features from your previous deployment.
5. Perform the configuration in FortiSASE by logging in with the root principal email.
   1. Review FortiSASE documentation for details on configuring features.
   2. Review FortiSASE 4-D deployment guides for details on configuring common use cases and deployments.
   3. For Advanced or Comprehensive subscriptions, use assisted onboarding. See FortiSASE Support Services in the FortiSASE Ordering Guide.
6. If you want Fortinet to perform the endpoint management configuration in FortiSASE, purchase Fortinet Professional Services, and request the advanced deployment service or custom service engagement. See FortiSASE Support Services in the FortiSASE Ordering Guide.

I am an existing customer with the FortiSASE standard user subscription in FortiFlex and want to upgrade to the Advanced user subscription in FortiFlex or the Comprehensive user subscription in FortiFlex. What should I do?

No other FortiSASE reconfiguration is required. However, this requires the customer to change the configuration for a FortiSASE service offering in the FortiFlex portal. See FortiFlex Administration Guide.

As an existing customer, you must follow this process:

1. Access the FortiFlex portal from the Services menu in the Asset Management portal.
2. Go to Configurations and edit the corresponding configuration with the Standard package.
3. In the Manage Configuration page, change the Service Package from Standard to Advanced or Comprehensive as needed by your requirements and save these changes.
4. In the Update Configuration confirmation prompt, click Confirm.

Considerations:

• Upgrading from the Standard to Advanced or Comprehensive service package does not change the FortiFlex FortiSASE instance SN and does not require any contract deregistration since FortiFlex entitlements are embedded in the serial number.
• Changes in the configuration of the FortiFlex portal take effect immediately on the FortiFlex FortiSASE serial number.
• When upgrading your instance from a Standard subscription to an Advanced or Comprehensive subscription, you must open a FortiCare Support Portal ticket to request to enable dedicated public IP addresses on your FortiSASE instance. You must first remove any references to edge devices in policies before requesting to enable dedicated public IP addresses in your FortiSASE instance.

I am an existing partner with the FortiSASE Standard Not-for-Resale (NFR) subscription (EMS05-684) and want to change to the Advanced NFR subscription (EMSAN-676). What should I do?

The subscription change requires proper FortiSASE subscription management with the assistance of Fortinet Customer Service and a scheduled maintenance window of up to 24 hours plus the time required to reinstall FortiClient on endpoints.

Therefore, as an existing partner, you must follow this process:

1. Before your existing FortiSASE Standard NFR subscription expires, contact your Fortinet Sales representative to purchase a new FortiSASE Advanced NFR subscription.
2. Contact FortiCare Support Customer Service or open a new Customer Service ticket using the FortiCare Support Portal. The Customer Service team assists you with exchanging the existing Standard NFR contract with the new Advanced NFR contract. The FortiSASE instance configuration is preserved.
3. Although FortiSASE instance reconfiguration is not required, the FortiSASE SN will change and may not be reflected on FortiClient endpoints immediately.
   • It may take up to 24 hours followed by the Endpoint Management keepalive interval of 60 seconds after endpoints obtain Internet access before the new FortiSASE SN is reflected on FortiClient endpoints.
   • To check the FortiSASE SN in FortiClient, go to the Zero Trust Telemetry tab and in Managed by FortiClient Cloud click on the hamburger icon. You should see a SN beginning with FCTEMS.
   • You should take note of your previous SN and periodically check FortiClient to see if the new SN has been reflected.
   • While waiting for the new FortiSASE SN to be reflected on FortiClient endpoints, endpoint connectivity to FortiSASE may not work on endpoints.
4. After the new FortiSASE SN is reflected on FortiClient endpoints, you must schedule a maintenance window to reinstall FortiClient on endpoints to restore DEM functionality. You must use the executable version of the FortiClient installer to install the DEM agent on Windows endpoints.