Description
This article defines the scope of FortiCare Technical Support (Elite, Premium, Essential) for specific features and products, outlining the responsibilities of the Technical Assistance Center (TAC) and clearly specifying the areas excluded from this level of support.
Scope
FortiCare.
Solution
For awareness:
- API interactions come with extensive documentation from Fortinet Developer Network, accessible with a valid account. Contact the sales team to learn more: Contact Us.
- For assistance with any specific features, regardless of the product, it is recommended to reach out to a local Fortinet partner or utilize the expertise of FortiCare Professional Services, purchased separately, to assist in designing, planning, optimizing, evolving, operating, and deploying standardized infrastructure. Contact the sales team to learn more: Contact Us.
FortiEdge Cloud:
- Charts.
- Reports.
- API-related integrations.
FortiGate and FortiProxy:
- New deployments or design modifications
- Regular expression (regex) is used within web filtering and DLP. Related article: Technical Tip: URL Filter expressions for the FortiGate
- Application custom signatures. Related document: Configuring custom signatures.
- IPS custom signatures. Related article: Technical Tip: Custom IPS signatures from Fortinet.
- Tailoring thresholds for DoS policies. Related document: DoS policy.
- HTML coding: used for various features like replacement messages, web pages, sent emails, and more.
- Scripts, including creating or modifying any, except for those predefined and publicly available.
- Reports. Related article: Technical Tip: Customizing reports generated by FortiGate.
- API-related integrations.
- Tampering with the configuration file in the text editor and restoring it in FortiGate.
- Proxy Auto-Config (PAC) file. Related article: Technical Tip: Configure secure (HTTPS) download of a PAC file.
- Automation Stitches: Technical Tip: Use FortiGate automation stitches for alert emails.
- Syslog advanced freestyle filters.
- Installation of FSSO Agents (Collector and DC Agent). Related article: Technical Tip: How to install the FSSO Collector Agent.
- Converting configurations between different unit models or vendors. Related link: FortiConverter Service, a one-time license, is required and purchased separately to perform configuration conversion and migration between FortiGate models or other vendors. Contact the sales team to learn more: Contact Us.
- Check the config file to suggest a firmware upgrade based on known issues mentioned in the release notes.
- Forensic Analysis, FortiGuard Security Advisory and Incident Response Services, assists organizations in assessing and improving current security postures while effectively responding to digital threats through advanced digital forensics and incident response capabilities. These services provide organizations with expert insights into their existing security landscape, identifying vulnerabilities and weaknesses that cyber threats may exploit. This service is not limited to Fortinet family products. Contact the sales team to learn more: Contact Us.
FortiClient EMS & FortiMail:
- Regular expression (regex) uses.
- API-related integrations.
Note: The free/trial version of FortiClient is not supported; see FortiClient Support Level in Technical Tip: FortiClient licensing and support for details.
FortiManager:
- TCL scripting.
- API-related integrations.
- Scripts (any script creation, validation, or modification).
- For supported/unsupported FortiAnalyzer features, see below.
- Risk analysis for new firmware versions of customer devices.
FortiAuthenticator:
FortiSOAR:
- Connector Customization.
- Playbook Customization (limited).
FortiPAM:
- Launcher Customization.
- Email template customization.
- Platform Migration.
- Configuration Migration.
FortiAnalyzer:
- Custom Log Parser.
- Report Customization (limited).
- Playbook Customization (limited).
- API-related integrations.
- Regular expressions (regex) are used, for example, in generic text filters.
Note: There are limitations on the support provided for report customization for FortiAnalyzer.
Many customization options (including chart builder, chart customization, and applying filters) do not require admin users to know SQL.
Manual customization of datasets does require SQL knowledge.
FortiSIEM: Custom log parser.
Related documents:
FortiCare Services: Technical Support, Advanced Support, and Professional Services
Technical Tip: General Troubleshooting Library for Administrators
Technical Tip: How to enhance support experience with TAC engineer
FortiSIEM Parser Tool
Technical Tip: How to start creating a customized parser
