This article describes the requirements for a Customer Support team to process the contract transfer request.
Scope
FortiCloud Portal.
Solution
Fortinet customer service team receives contract transfer requests from different sources. The process varies depending on who the requester is and the type of contract. Make sure to mention the reason for the transfer when the customer service ticket is created.
Approvals: a. For all contract transfer requests, approval from the Org admin of the source unit and the target unit is mandatory. It would take up to 4 – 5 business days to complete the request. b. Fortinet Customer Service must seek Internal approval in case of a date alignment* on the Target device.
Contract Type: If the request is to transfer a Pre-defined (Partner quote) or Co-term contract, it has to go through the CRA process as these contracts are specifically purchased on the source unit. ONLY RMA Transfer will be approved, reach out to customer service for further assistance.
Mandatory details: Contract number/Contract letter PDF and the target serial number.
* When a date alignment is required, the original contract will be deactivated, and a correctional contract will be provided by the Customer Service team.
The transfer requests will be DENIED in the following cases:
When the Org A (source) denies the transfer.
When there is no approval from Org B (target).
When the requester couldn’t submit sufficient proof i.e., a copy of the contract letter.
The request was denied by Fortinet’s internal approval team.
When the contract type is a Predefined Partner Quote or a Co-term contract.
As per Fortinet's terms and conditions, a continuous service policy will be applicable during contract transfer. Refer to Clause 5.5 in Fortinet-Service-Offering-Terms
