Description
This article describes how to obtain priority technical support as a Fortinet Partner.
Scope
Customer Service.
Solution
It is possible to be entitled to priority web-based technical support, when being a Fortinet Partner. This service is designed for the Partners who provide initial support to the users, and require to open a support ticket with Fortinet for the users. It is strongly encouraged to submit and follow up the support tickets using this service.
The support ticket must be submitted after logging into the Partner website via one of the links shown below, using the FortiPartner account details.
Current Partner Login
The link goes to the general Partner Extranet website, after which selecting the Support -> Online Support Ticket section.
Also, note that the user’s Fortinet device must have a valid support contract to submit the support request as a Partner.
Every new support request should contain the following information:
- A valid contact name, phone number, and email address.
- A clear and accurate problem description.
- A detailed network diagram with complete IP address schema.
- The Fortinet device configuration file, software version, and build number.
If applicable, additional log files, for example, Antivirus log, Attack log, Event log, debug.log, etc.) or similar information should also be included in the ticket as an attachment. If a 3rd party product is involved for example, email server, FTP server, router, switch, provide the information on software revision version, configuration and brand name.
The following Knowledge Base article, provides an example of what type of technical information and network diagram details should be submitted in order to receive the quickest resolution time to the problem.
Technical Support requirement for better Customer assistance.
Fortinet Partner and Partner account.
Becoming a Fortinet Partner requires a certain level of product sales commitment and having various Fortinet-trained personnel within the organization. Upon meeting these obligations, a regional Fortinet sales representative will usually submit the request to become a Partner.
The company can also request to become a Partner by submitting a Partner Program request at the following link:
Find a Partner
This requires that at least one person’s contact details and email address within the organization, will be used to create the initial and primary Partner account, and it is likely that this will be a sales contact within the company. This person will eventually receive his Partner login credentials.
If this person has not received his Partner login credentials, they should send an email to partners@fortinet.com for assistance.
If receiving the login account but have forgotten the password, select the red 'Forget your Password?' link below the 'Login' button on the Find a Partner page.
This person being the primary Partner login contact, will also have the possibility to add additional associate login accounts for other people within the organization (example: other sales or technical support people). This allows multiple people within the same company to each have a partner login account.
This operation can only be done by the primary contact, once logged in to the Partner Extranet and selecting the 'Add Associates' menu bar option. Associates from the same company will not have the option to add other associates.
For more information on adding associates and navigating the Partners website, see the Fortinet Knowledge Base article Using the FortiPartner Page for Support Tickets.
Related article:
FortiGate Troubleshooting Guide - Technical Support Requirements
