Fortinet support response time

[veechee]

Under one of my Fortinet support logins I have two boxes registered with 24x7 support coverage. I submitted a P4 ticket on March 31st. As of today, nobody has looked at it yet - it still just shows " Registered" . Is this a typical amount of time for the thing to sit without someone looking at it?! veechee

[billp]

As I wrote in your other message, support turn-around is not their strong point. I can tell you, though, that it is better than Google Enterprise support. Months can go by before I get an answer. You might try to elevate to P3, or go through your local reseller to get some help. I' ve had good luck with doing that -- usually 2-3 days for non-critical issues. My own reseller told me outright before I bought Fortinet that their online support was not great and should contact him if there was trouble with an issue. They have their own streamlined connection to support. My own feeling is that Fortinet products require a dealer and sales engineer to get them properly deployed in a new enterprise. There are just too many undocumented issues. My .2

[Matthijs]

Don' t submit P4 issues, just make them P3 so they will at least respond in a decent time. You can always lower it back afterwards ;-) Or ask some certified partner to help you. They can all the service department to ask them to look at your ticket. Mind asking your question on the forum? ;)

[BrianPro]

Sadly Fortinet is just shooting themselves in the foot. Eventually everyone will just submit P3 then when they don' t respond, use P2 then P1. Might as well ditch priority all together. I thought the general consensus was to call them anyway since web tickets seem to get /dev/null treatment? I hope P1 tickets with 24x7 support get fast responses or I might be in trouble :( Again, at least 1 Fortinet engineer modding these forums on a regular basis would be a boon for Fortinet customers in general. Seems a company of this size could give this a shot? :)

[TopJimmy]

It' s been my experience with them, if you want to get a fast reply, open the ticket by calling.

[veechee]

Good news! Today someone replied and apologized for the delay and said he would phone me later this afternoon to talk. Just took 12 days.

[veechee]

Here' s some very positive news which relates to this news release at the end of last February: http://www.fortinet.com/press_releases/110228.html The Fortinet tech I spoke to today was based in Ottawa, Canada. He said he was new and that they have gone from ~3 people in technical support to 20-30, and they are still hiring more. So it seems Fortinet is actively expanding technical support capacity - they aren' t just booking all the support subscription we all pay them as profit!

[billp]

That' s nice to hear. Now if they would only assign a tech to these forums, I think that' s something we could all get excited about

[BrianPro]

That' s nice to hear. Now if they would only assign a tech to these forums, I think that' s something we could all get excited about

hear, hear! :)