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FortiCare Premium Support

FortiCare Premium covers the same features as the former FortiCare Support. Therefore, FortiCare Premium is suitable for devices that require a response within one hour for both critical and non-critical issues 24x7x365.

With FortiCare Premium Support, you receive first-class manufacturer support for your Fortinet solutions. An active FortiCare license allows you to install firmware updates for your Fortinet appliance directly via the device. Fortinet offers technical support and RMA services (Return Merchandise Authorization) based on devices for 24/7 support and prompt problem resolution. The FortiCare services support the entire Fortinet Security Fabric, enabling you to resolve various cross-product issues with a single solution. Flexible support options help your organization maximize uptime, security, and performance according to your business requirements.

On request, we can also offer you FortiCare Essentials or FortiCare Elite. The features of each license are listed in the following table.

FortiCare Elite

FortiCare Elite services offer advanced service level agreements (SLAs) and accelerated problem resolution. This enhanced support offering provides access to a dedicated support team. Ticket handling by a team of technical experts streamlines the resolution process. This option also includes extended End-of-Engineering-Support (EoEs) for 18 months for added flexibility, and access to the new FortiCare Elite portal. This intuitive portal provides a unified view of device and security status.