Customer Service Tip: Fortinet Support: FortiCare Case Priority

[Anonymous]

Description

This article describes FortiCare Case Priority.

Scope

FortiCare.

Solution

FortiCare Case Priority.

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 user'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 user.

The document containing the information below can be found on the support website: https://support.fortinet.com/Information/DocumentList.aspx.

P1	Any technical ticket created for an incident that causes a total loss or continuous instability of mission-critical functionality in a live or production network environment. Examples are: Catastrophic impact on mission-critical functionality. An outage impacting multiple active user sessions or critical traffic. A significant loss of connectivity. A vital security flaw affecting active business services. The user and Fortinet commit to dedicating technical resources 24 hours a day, seven days a week, 365 days a year by telephone and remote sessions. If a workaround is accepted, a Priority 1 ticket will be reclassified as Priority. Workarounds may include: Reverting configuration changes. A firmware upgrade or downgrade. Replacement of the hardware. A change to the configuration. Initial Response: Less than 1 hour. Frequency of Updates: Every 6 Hours.
P2	A technical ticket is created for an issue that causes a significant impact on mission-critical functionality in a live or production network environment. Examples are: Serious loss or frequent instabilities of mission-critical functionality impacting active user sessions. Loss of redundancy of a critical component impacting live business services. The user and Fortinet commit to dedicating technical resources eight hours a day, seven days a week, for Priority 2 tickets. If a workaround is accepted by the user, a Priority 2 ticket will be reclassified as a Priority. Initial Response: Less than 1 hour. Frequency of Updates: Daily.
P3	Any technical ticket created for an issue in the customer network that has minimal impact on business operations. An example is occasional or intermittent instabilities of core functions. A Priority 3 ticket may also cover any outstanding troubleshooting or investigation for a Priority 1 or Priority 2 incident for which a workaround has been accepted. Fortinet and the customer will assign resources 8x5 during business days until a resolution or workaround has been provided. Initial Response: Next Business Day. Frequency of Updates: Every 3 Business Days.
P4	Any technical ticket created for additional information, including basic configuration assistance, errors in documentation, or minor defects that do not impact business services. Fortinet and the customer will assign resources 8x5 during business days until a resolution or workaround has been provided. Initial Response: Next 2 Business Days. Frequency of Updates: Every 5 Business Days.