KB0001782 | PeteNetLive

KB ID 0001782

FortiCare Versions

With the release of the Q2 2022 FortiNet price list, they have decided to split FortiCare up into three different versions

FortiCare Essentials: Is the base-level service, and it is targeted toward devices that require a limited amount of support. This service is only offered to FortiGate models 8x and below and to low-end FortiWifi devices. Support includes web only tickets & chat, with next day business response.
FortiCare Premium: The previous 24×7 FortiCare offering, including ‘follow the sun support’, one-hour response for critical issues and the next business-day response for non-critical issues.
FortiCare Elite: The previous ASE (Advanced Support and Engineering) FortiCare offering now enabling coverage of a broader product range. This level provides 24×7 follow the sun support and optimum response times of 15 minutes. FortiCare Elite services offers enhanced service-level agreements (SLAs) and accelerated issue resolution. This advanced support offering provides access to a dedicated support team. Single-touch ticket handling by the expert technical team streamlines resolution. This option also provides Extended End-of-Engineering-Support (EoE’s) of 18 months for added flexibility and access to the new FortiCare Elite Portal. This intuitive portal provides a single unified view of device and security health.