Customer Service Tip: Contact Fortinet Technical Support

Description

This article describes how to contact Customer Services.

Scope

Customer Services.

Solution

If the Fortinet Community does not contain the required information, a support request can be submitted to the Fortinet Customer Support & Service (CSS) team.

Fortinet recommends submitting support requests through the Support Portal: Welcome to Fortinet Support.

For high priority, high impact, urgent product issues, which fall within priority P1 and P2 definition, make sure to call Fortinet Customer Support & Service by phone. To expedite the support process, an online support ticket should be submitted with a P3 priority, including all relevant information and a detailed description of the technical issue. (error messages, debug outputs, configuration files, etc.), and immediately after the ticket creation, call the Fortinet CSS by phone and request the priority of that ticket increased to P1/P2.

For instructions on creating a support ticket, refer to Customer Service Tip: How to create a ticket for Fortinet TAC.

For the phone contact information, see the Contact Support page on the Fortinet.com website: FortiCare Technical Support.
 
Note that Customer Support does not do the following:

• Step-by-step installation of hardware.

• Step-by-step configuration or installation of products or services.

• Modification of firmware, hardware, products or services.