Contributor

Customer Service Tip: Fortinet Support: FortiCare Case Priority

Forum|Forum|16 years ago
October 16, 2009
0 replies
53767 views

Description

This article describes FortiCare Case Priority.

Scope

FortiCare.

Solution

FortiCare Case Priority.

By prioritizing Fortinet resources based on business impact, Fortinet ensures that cases are quickly resolved within expectations defined by the FortiCare SLA. Priority is a determination made by Fortinet based on the priority definitions given below and the user's unique problem set.

Priority is aligned with business impact rather than with any specific technical feature or capability. Business impact and, therefore, Case Priority is a function of the number of users impacted and/or the financial impact to the user.

The document containing the information below can be found on the support website: https://support.fortinet.com/Information/DocumentList.aspx.

P1	Any technical ticket created for an incident that causes a total loss or continuous instability of mission-critical functionality in a live or production network environment. Examples are: Catastrophic impact on mission-critical functionality. An outage impacting multiple active user sessions or critical traffic. A significant loss of connectivity. A vital security flaw affecting active business services. The user and Fortinet commit to dedicating technical resources 24 hours a day, seven days a week, 365 days a year by telephone and remote sessions. If a workaround is accepted, a Priority 1 ticket will be reclassified as Priority 2. Workarounds may include: Reverting configuration changes. A firmware upgrade or downgrade. Replacement of the hardware. A change to the configuration.
P2	A technical ticket is created for an issue that causes a significant impact on mission-critical functionality in a live or production network environment. Examples are: Serious loss or frequent instabilities of mission-critical functionality impacting active user sessions. Loss of redundancy of a critical component impacting live business services. The user and Fortinet commit to dedicating technical resources eight hours a day, seven days a week, for Priority 2 tickets. If a workaround is accepted by the user, a Priority 2 ticket will be reclassified as a Priority 3.
P3	Any technical ticket created for an issue in the customer network that has minimal impact on business operations. An example is occasional or intermittent instabilities of core functions. A Priority 3 ticket may also cover any outstanding troubleshooting or investigation for a Priority 1 or Priority 2 incident for which a workaround has been accepted. Fortinet and the customer will assign resources 8x5 during business days until a resolution or workaround has been provided.
P4	Any technical ticket created for additional information, including basic configuration assistance, errors in documentation, or minor defects that do not impact business services. Fortinet and the customer will assign resources 8x5 during business days until a resolution or workaround has been provided.

Note: Initial response time and ticket update frequency vary by priority level and contract type.

The Initial Response Time is the time before a qualified TAC representative contacts the customer.
The Update Frequency Interval is the length of time between updates by the ticket owner when a Fortinet action is pending.

FortiCare Support
	ESSENTIAL	PREMIUM	ELITE (FortiGate only)	ELITE (Other products)
Initial Response Time	P1: n/a	P1: 1 Hour	P1: 15 Mins	P1: 15 Mins
	P2: n/a P3: Next Business Day	P2: 1 Hour P3: Next Business Day	P2: 15 Mins P3: 2 Business Hours	P2: 15 Mins P3: 4 Business Hours
	P4: Next 2 Business Days	P4: Next 2 Business Days	P4: 4 Business Hours	P4: Next Business Day
Update Frequency Interval	P1: n/a	P1: 6 Hours	P1: 3 Hours	P1: 3 Hours
	P2:n/a P3: 3 Business Days	P2: Daily P3: 3 Business Days	P2: 12 Hours P3: Each Business Day	P2: 12 Hours P3: Each Business Day
	P4: 5 Business Days	P4: 5 Business Days	P4: Every 3 Business Days	P4: Every 3 Business Days

Customer Service & Support

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded