IT BLOG(KR)

안녕하세요.

오늘은 FortiCare에 대해서 알아보겠습니다.

FortiCare Essential is the base-level service targeted toward devices that require a limited amount of support and can tolerate next-business-day, web-only response for critical as well as non-critical issues. This service is only offered to FortiGate models 9x and below and to low-end FortiWifi devices. RMA is on a return-and-replace basis at this service level

FortiCare Premium is targeted toward devices that require 24x7x365 with one-hour response for critical issues and the next-business-day response for non-critical issues. Standard next-business-day RMA services are included at this service level. Fortinet will ship a replacement device (Advanced Replacement) the next business day, before we receive the faulty device from the customer. 

FortiCare Elite offers enhanced service-level agreements (SLAs) and accelerated issue resolution. Single-touch ticket handling by the expert technical team streamlines resolution. FortiCare Elite services are available for FortiGate, FortiGate VM, FortiWiFi, FortiManager, FortiAnalyzer, FortiAP, and FortiSwitch appliances. This option also provides access to an intuitive portal with a single unified view of device and security health. Standard next-business-day RMA services are included at this service level. Fortinet will ship a replacement device (Advanced Replacement) the next business day, before we receive the faulty device from the customer

Feature Highlights: Priority RMA Services Standard next-business-day RMA services are included with both Premium and Elite per-device support contracts. Priority RMA (PRMA) add-on options are available across the product family for expedited replacement of defective hardware. Priority RMA options cover weekends and holidays. Only return-and-replace RMA is included with Essential per-device support contract. Essential customers are not eligible for Priority RMA add-on options

Priority RMA Options

1. Next Calendar Day delivery. If the exchange is confirmed, a replacement part will be delivered by courier service and arrive the next calendar day in accordance with the applicable country cutoff time.

2. Four-hour courier. A replacement part will be delivered on-site by a courier service. 

3. Four-hour courier with on-site engineer. A replacement part will be delivered on-site by a courier service. An engineer will arrive separately, rack and cable the appliance, and leave with the defective part if requested.

추가적인 자료는 Fortigate 공식 홈페이지에사 참고 부탁드립니다.

https://www.fortinet.com/content/dam/fortinet/assets/solution-guides/sb-forticare-technical-support-and-rma-services.pdf