Description
This article describes FortiCare Service Level Agreements and FortiCare Case Priority.
Scope
FortiCare.
Solution
FortiCare Service Level Agreements.
All service requests are recorded in the FortiCare Case tracking system and are assigned a Case Priority. The Case Priority determined by business impact drives FortiCare Cases. Fortinet Support will help the Customer to assess the business impact of the support request within the guidelines of the SLA.
Case Priority determines all the initial responses, reporting intervals, and notification schedules. This priority can be changed to reflect changed business impact during the life of a case.
By prioritizing Fortinet resources based on business impact, Fortinet ensures that cases are quickly resolved within expectations defined by the FortiCare SLA. Priority is a determination made by Fortinet based on the priority definitions given below and the customer’s unique problem set.
Priority is aligned with business impact rather than with any specific technical feature or capability. Business impact and therefore Case Priority is a function of the number of users impacted and/or the financial impact to the customer.
| P1 |
Catastrophic impact to mission-critical functionality.
Total loss or continuous instabilities of mission-critical functionality.
Critical traffic impact, major loss of connectivity, or vital security flaw.
Creation of a hazard or an emergency.
Fortinet engagement - resources dedicated 24x7 until resolution or Workaround in place.
Customer engagement - designated resources available 24x7 with the ability to provide the required information.
If the customer accepts a workaround, a Priority 1 ticket will be classified as a priority, with the agreement of both parties. The customer can only create a Priority 1 ticket by telephoning Fortinet.
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| P2 |
Significant impact on mission-critical functionality:
Serious loss or frequent instabilities of mission-critical functionality.
Fortinet engagement - resources dedicated 8x5 until resolution or Workaround is in place.
Customer engagement – designated resources available 8x5 with the ability to provide the required information.
If the customer accepts a workaround, a Priority 2 ticket will be classified as a priority, with the agreement of both parties. The customer can only create a Priority 2 ticket by telephoning Fortinet.
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| P3 |
Minimal impact on major business operations.
Occasional or intermittent instabilities of core functions.
Limited traffic impact, loss of connectivity, or security exposure.
Fortinet engagement – resources committed during normal business hours to provide a resolution or Workaround to restore business operations to acceptable levels.
Customer engagement – resources made available during normal business hours with the ability to provide the required information.
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| P4 |
Cases involving minor defects to Product, documentation or service, information requests, or configuration assistance.
Fortinet engagement – to investigate the issue and to provide feedback on the expected resolution.
Customer engagement – to provide additional qualification information as requested by Fortinet.
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