Fortinet Support (3 days and counting)

Welcome to the forums. I can' t speak for everyone, but I haven' t had any major issues with support in the past few years. I also haven' t submitted very many tickets either. These forums are a goldmine of information. Post your issue here. Chances are, someone has already been there and you' ll have an answer shortly. Good luck

It all has to do with priorities of a ticket. If you submit a ticket via the web, it has a P3 or P4 prio. If you need/want fast responds, and you do have a 24x7 support, call afterwards and upgrade the ticket.

Thanks you all for the information. I did submit a P3 ticket but I did expect to hear back a little sooner.

You should have heard back much sooner. Standard support Fortinet SLA for a P3 is initial response by next business day & every 3 day reporting. For premium support initial response for reports before 16:00 is same business day and reporting every day. TAC manager should have been involved at 3 days with premium support. http://www.fortinet.com/doc/FortiCare_DS.pdf

So any updates to your problem(s)? This is why alot of person like cisco support over the competitors. You might not get a " solid" fix to your problem, but with cisco, you always get a live body within 2-4hours or sooner, regardless of the priority.