Introduction

The Fortinet Security Awareness and Training Service is a SaaS subscription offering. It provides customers with the ability to deploy and maintain a cybersecurity awareness training program within their company. Using the Service, customers can educate and train employees on current cyber threats, such as phishing, social engineering, and ransomware attacks, and provides tips on how to protect themselves and their company.

The Service also provides the customer with the ability to manage and track employee training progress via a central dashboard. Using the dashboard, they can monitor the training progress of their employees, as each employee progresses through the Security Awareness modules. The customer can view a full list of their employees or focus on specific individuals.

The Fortinet Training Department uses the National Institute of Standards and Technology (NIST): Building an Information Technology Security Awareness and Training Program resource as a benchmark for development and compliance.

Supported Languages

The Fortinet Security Awareness and Training Service is currently supported in multiple languages.

The Admin App is available in:

• English

The Student App is currently available in:

• English

• French

• Spanish

• Brazilian Portuguese

To change the language from the Student App:

1. Select Settings from your avatar in the top right menu.

   

2. Click the Preferred Language dropdown menu. A list of available languages is displayed.

   

3. Select a language.

4. Click Save.

Settings can also be accessed by clicking the icon in the navigation menu.

Technical support

Technical support is available for:

• Updating of licenses (increase/decrease of licensed users)

• Moving from Customer to Partner or Partner to Customer status

• Assistance configuring the Admin Portal tenant

• Upload of users

• Issues

• Feature Requests

• Other questions or queries

Administrators can open technical support tickets by:

• Using the Get Support icon

• Opening a support case by sending an email to infosec_awareness@fortinet.com.

To open a technical support ticket with the Get Support icon:

1. From the user avatar in the upper right-hand corner of the screen, select the Get Support icon. The Security Awareness and Training Service support site opens.

   

2. Once the support site has been loaded, select Login.

   

3. Select Are you a customer? Login here.

   

4. Log in with your FortiCloud Support credentials. These are the same credentials you use to log in to the service.

   

5. Select Submit a ticket.

   

6. Complete the fields in the form:

   Subject	Provide a brief description of the question or issue being face.
   Select your region	Select the region of the Administrator opening the ticket.
   What is your request related to?	Select Infosec/Security Awareness and Training Service. This ensures your ticket is routed directly to the correct support team.
   Description	Provide a detailed description of the question of issue, including steps to reproduce the issue, screen shots, browser builds, and so on.
   Attach a file	Include any files you wish to submit with the ticket.

   

7. Click Submit. You will receive an automated response that your ticket has been opened. Keep all correspondence for this issue or question in response to this notification email so that it gets added to your ticket.

Only Administrators of the systems can open cases with support.

Students should report any issues or raise any questions or feature requests to their Administrator. The Administrator should open a case with Support using the email above.

You will receive a confirmation email of the submission.

A Deployment Specialist will follow up on the newly created ticket thread.

Best Practices

When opening a support ticket via email, ensure to include:

• A high-level description in the subject

• Details of the request in the body of the message

• Section (Learning Application, Reporting, Campaigns, Configuration, and so on) if applicable

• Usernames and emails (if applicable)

• Any error messages encountered

• Screen shots

• Steps to reproduce

• Operating System and version (if applicable)

• Browser and version (if applicable)

Please raise one question, issue, or feature request per ticket.

Please do not raise new queries on existing or older (closed/resolved) tickets.