Customer Service Tip: How to submit an assisted onboarding request for the FortiSASE BPS team

Requirements:

1. Have an active account on the Fortinet portal, Support.
2. Ensure FortiSASE is registered and has either an ADVANCED or a COMPREHENSIVE license.

Steps:

1. Access the website, Support, and log in with the appropriate support account.
2. After logging in, select the following:

3. Select New Ticket, set the Request type to Technical Support Ticket, and then select Submit a Ticket.

4. Add the FortiSASE serial number. The supported device list is displayed when at least 3 characters are typed.

5. Under TICKET INFO: 

• Set SUBJECT to Assisted Onboarding Request.
• Set Category to Assisted Onboarding. 
• Set PRIORITY as P3 or P4. 

Note that selecting the product category Assisted Onboarding is necessary to route the ticket to the BPS team.

6. Under Contact Info, add direct contact information for an engineer to get in touch and select Next.

7. In the Comment field, delete any existing model text if needed, and clearly and completely describe the problem or questions. 

It is recommended to share availability to schedule the assisted onboarding session.

8. Once this is done, select Confirm. 

The case is created, and an onboarding engineer will reach out with the next steps.

Assisted Onboarding service is not a Professional Services engagement or a Technical Account Management (TAM) service. The Assisted Onboarding team will provide guidance limited to initial onboarding assistance, configuration reviews, and recommendations for necessary configurations.