FortiCare Renewal for out of support 80C?

[HMB]

Hi All,

We have a FortiWiFi 80C which has been out of support for some time (I guess over a year, although I don't know for sure). I was thinking of getting FortiCare for this box in case something happens.

The problem is that I am unable to find out what it would cost me or how renewing an expired box works. I asked FortiNet support but was pointed to their renewals team which seem to push emails back and forth, apparently unable to give me an answer. I then talked to three FortiNet resellers, and got three different replies. One said that I can just buy the 8x5 1yr FortiCare renewal for my box and I'm set. Another one said that I have to purchase the 2yr package and that FortiNet will backdate support for one year.  And the third reseller told me that once support runs out it can't be renewed.

Can anyone here shed some light on it? Can I put this box back under support, and if so, how?

[hohosecure · Accepted solution]

The 80C hasn't reached end of sale yet so there should be no problem to get support cover even if the previous contract expired some time ago.

I seem to remember there used to be a continous support policy which would backdate the start of the coverage to the end of the previous contract but limited to a maximum of six months.  Not sure if this is still the case...

Suggest you give their sales folks a call on the US toll free number to be sure.

[Dave_Hall · Accepted solution]

The 80C is nowhere on the Product Life Cycle list, so getting it renewed should doable.  I have been told via these forums that the renew will be from the date it expired (plus a day) to anywhere up to six months + a year subscription.  So in your case it could be 18 months.  If the 80C was purchased through a local dealer, you should try to go through them to renew it. 

I know with the smaller units, you can purchase renews directly via the support site through the Assets/Purchase Service link.  My personal account has this option but not my company's account (ID that I am using is not the primary though).

[ede_pfau · Accepted solution]

I can confirm that contracts for the 80C are readily available.

Contracts will be backdated but only for up to 6 months, even if the previous contract expired earlier than that. With a 1 yr renewal you will get at least 6 months of coverage.

IMHO the FortiCare contract is not what makes a Fortigate a Fortigate (no misstyping). It's the subscriptions for AV, IPS, AppControl, Webfilter (and some more). The UTM functions run particularily well on an 80C and make sense if the FGT is a gateway device.

BTW, I'd get rid of 2 of the three resellers you asked.

[HMB]

ede_pfau wrote:

You're welcome.

You do know that you will have to activate (register) the contract, using your customer account with Fortinet? Just to make sure...

I wasn't sure how it works, but I did see the option "Renew Contract" in my device's account and assumed that I'll probably be given some number that I have to activate. But thanks for confirming.

I ordered the Renewal on Friday, and am currently waiting for my contract number (it seems they are waiting on FortiNet to provide it). Hopefully this should be sorted out by the end of the week.

Just wondering, are the contract numbers device specific? Obviously if it's a renewal for an 80C I can't use it say for an 60D, but is it specific to a serial number, or can it be used for any 80C?

[ede_pfau]

The contract number is (Fortinet internally) linked to the type of service which in turn is model specific. So to prevent registering a wrong contract number. Happened to me once when I tried to register a FG-60D contract on a FWF-60D.

The contract will be tied to the hardware serial number once registered.

In case the hardware changes (HW replacement) the contract is transfered to the new serial number when you register the new unit as a 'RMA replacement' in the customer center.

Often when I order renewals the contract is already registered to the hardware, either by Fortinet or my distributor. That's why I have to supply the hardware's serial number when ordering.

[HMB]

Thanks for the information.

I got my contract number and was able to activate it without problems. So my device now has support again.

Many thanks to you all for answering my questions patiently!