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ehSeznam
ehSeznam
New Member
July 4, 2018
Question

Comprehensive Support vs. Enhanced Support

  • July 4, 2018
  • 1 reply
  • 8872 views

Hello,

I am new in Fortinet products just have a question about support license.

We have a Fortigate 60E with one year bundle including 8x5 Comprehensive Support. Before the license expiration our sales guy bought an 8x5 Enhanced Support license. Now I can see the Enhanced support in the Fortigate gui but also the expired comprehensive support which is very annoying.

 

Is there a problem with the licenses? Isn't the enhanced support higher than the comprehensive?

Or license for upgrade is missing?

How to remove the warning about this license expiration?

 

see the attached image

 

Thank you.

EH

    1 reply

    emnoc
    emnoc
    New Member
    July 4, 2018

    Just ignore it. In 17 days it will be gone.

     

    ken 

    ehSeznam
    ehSeznamAuthor
    New Member
    July 5, 2018

    OK thank you.

     

    EH

    ede_pfau
    SuperUser
    ede_pfau
    SuperUser
    July 5, 2018

    No, sorry, it won't go away.

     

    'Enhanced support' is 8x5 Enhanced Support, Hardware Replacement, Firmware and General Upgrades, VPN, Traffic Management, Application Control

    whereas 'Comprehensive support' is better:

    24x7 Comprehensive Support, Advanced Hardware Replacement (NBD), Firmware and General Upgrades, VPN, Traffic Management, Application Control

     

    and of course 24x7 costs more.

    8x5 means support is available Mon-Fri 9-17 o'clock, hardware replacement will take at least 3 working days (more likely ~ 10 days) and requires that the defective unit is received at Fortinet before the replacement is shipped. That alone will cost a couple of days.

    24x7 is around the clock support, and replacement before you send in the FGT, NBD = on the next business day.

     

    So basically, your sales guy picked the wrong service. OTOH, it was cheaper :)

    As you have already registered the contract there is no way to nullify it. But, alas, there is an upgrade from 8x5 to 24x7:

    FC-10-0060E-274-01-12

    1 Year HW bundle Upgrade from 8x5 to 24x7 FortiCare Contract

     

    which is about 100 € for one year (here in EMEA).

    If this is your only FGT (not a cluster) you might well consider upgrading.

     

    One last tip: avoid the yearly contracts, economize on 3 year or 5 year contracts. Which can be very affordable if bundled with a new hardware (not as a subscription renewal).

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