Customer Service Tip: Advanced Services Dashboard

[rcampora]

Description

The Advanced Services Dashboard is available on the Fortinet Support Portal for all customers with an active Advanced Support service contract (Core, Pro, Pro Global, or Pro Plus).

When available, the Dashboard can be reached through Support -> Advanced Services.

The Dashboard provides an executive summary view, giving instant visibility into ticket activity and installed Base. The following guidelines provide more information on the different statistics and counters.  

 
Solution

Ticket Management.

Ticket management focuses on the evolution of the volume of tickets during the contract period. Both Customer and Partner tickets are captured. The data is collected in real-time.

• Tickets opened per quarter.
  

This graph represents the volume of tickets opened per quarter. Tickets are sorted by type of request which can be: Customer Service, Bug, Technical Assistance, RMA (including DOA), or Others. 

• Ticket activity per month.

The graph above represents the evolution of the number of tickets opened and closed over a yearly period.

Contract Management.

Contract Management aims to display the global service coverage on the different units. As a unit can be covered by more than one service, each of those services will be counted which means a unit can be taken into consideration more than once. The data is collected in real-time.

• Technical Support.

This table presents the count of all current active services for technical support on registered assets, which includes both contract coverage & warranty coverage. The services can belong to the following different categories:

• Warranty 8x5: Total number of units under warranty (includes software updates, online support tools, and incident ticket handling).
• FortiCare 8x5: Total number of units covered by a FortiCare 8x5 contract (includes software updates, online support tools, incident ticket handling, and telephone support).
• FortiCare Premium: Total number of units covered by a FortiCare 24x7 contract (includes software updates, online support tools, incident ticket handling, telephone support, and access to technical support 24x7).
• FortiCare 360: Total number of units covered by a FortiCare 360 contract.
• FortiCare Elite: Total number of units covered by a FortiCare Elite contract.
• No Support Contract: Total number of registered assets that are not covered by any of the above services. 

All units which have been moved to the Decommissioned List will be excluded from this table.

• Hardware Support.

This table presents the count of all current active services for registered physical hardware devices, which includes both contract coverage & warranty coverage.  The services can belong to the following categories:

• Return and Replace: Total number of units under warranty or covered by a FortiCare 8x5 (*) contract.
  
• Advanced Replacement: Total number of units covered by a FortiCare 24x7 contract.
• Priority RMA: Total number of units covered by a Priority RMA contract with service level '24x7x4 On Site HW', '24x7x4 Courier HW', '24x7 ND HW' or currently in 'Set-Up'.
• Secure RMA: Total number of units covered by a Secure RMA (replacement device without return of the defective hardware) contract.
• No Hardware contract: Total number of registered physical hardware assets which are not covered by any of the above listed services.

All units which have been moved to the Decommissioned List will be excluded from this table.

(*) Except for units where the physical location of the product is in Australia, Canada, New Zealand or the U.S.A. In these countries, the FortiCare 8x5 hardware replacement level is provided on an 'Advanced Replacement' basis.

Lifecycle Management.

The life cycle policy provides the required information to ensure a seamless migration to next-generation Fortinet solutions. The Dashboard advertises the Hardware lifecycle through a table and the software lifecycle via a link to the main site.

• Hardware Lifecycle.

This table shows the hardware products of the installed base and the associated appliance services such as FortiCare and FortiGuard. For each product, the table indicates the three milestones that each Fortinet product passes through before reaching the end of its life cycle:

• End of Order Date (EOO): The end of order date is the last date on which a hardware or software product may be ordered, after this date the product is no longer available for sale. Fortinet will provide a minimum of ninety days advance notice of the affected product’s EOO date by publishing an EOL notification.
  
  
• Last Service Extension Date (LSED): The last date at which an order will be accepted, for a product that is no longer available for purchase, for an extension of an existing contract for support or security subscription services. No service contracts may be extended past the EOS date. The last service extension date is 12 months before the EOS date for the relevant product.
  
  
• End of Support Date (EOS): The final milestone in the product lifecycle is the End of Support date.  After this date, Fortinet will not sell, manufacture, or improve the product and is under no obligation to provide support services.

• Software Lifecycle.

This Software Support Policy applies to any, and all software produced and/or sold by Fortinet, covering firmware for appliances and applications ('Software') installed on owned systems. 

Drill Down Function.

Each section (Ticket Management, Contract Management, Lifecycle Management) offers a drill-down function giving the ability to select some representation of the graph to display the corresponding statistics.

For ticket management, the tickets are listed. For Contract Management and Lifecycle Management, the devices are listed by serial number.

In each section, select the 'More Info...' link to enter this mode.

By selecting a column in the ticket graph, the list of corresponding tickets is displayed.