SERV ICE DESCRIPTION

ADVANCED SUPPORT PRO SERVICE

1. Introduction
Advanced Support for Pro customers provides integrated support to sustain and optimize Fortinet products registered
on behalf of the Customer as described herein (the “Service”). The Service is delivered by the Advanced Support team,
with expertise in Fortinet technologies deployed in a typical enterprise environment. This Service is designed to include
a focused level of technical support as well as pro-active options.

2. Advanced Support
Advanced Support includes technical support resolution by the Advanced Support team, a dedicated group within our
Customer Success and Support organization. The Service provides a designated primary technical point of contact to
enhance speed to resolution of incidents in the Fortinet environment.

The Service delivers to the service targets for technical support ticket management, based on the active service
contract level registered against the device for which technical support is being requested, as defined within the then-
current FortiCare Technical Support service description available on the Customer’s support portal.

The Service includes:

• A designated Technical Account Manager (TAM), or in the case of absence, a nominated back-up resource,
who will be responsible for the incident handling and delivery of the proactive elements of the Service. The
TAM will act as the primary point of contact and technical interface for the customer during business hours,
driving the resolution of technical incidents either through direct engagement or facilitating with the most
appropriate technical resource.

3. Service Features
The Service is available as pre-packaged option providing one (1) designated TAM in the Customer’s home region but
can also be purchased as a global Service Option extending resource to cover three (3) regions; EMEA, the Americas and
APAC (the “Service Options”). The Service Options are applied to the Customer’s support portal account, covering all
products which have a valid and active FortiCare support contract. The Service features of each Service Option are as
follows:

3.1 Pro Service Option provides:

Service Management
• As part of the Customer onboarding process the customer will be provided with a Service Engagement
Document (“SED”) containing a summary of all service features, key contacts, escalation process and case
opening guidelines for the correct set-up and operation of the Service.
• Quarterly Service Review (“QSR”) which may cover, amongst others, technical support ticket statistics,
overall on-going ticket analysis, hardware and software lifecycle guidance, and ninety (90) day forward
looking delivery planning. As part of this activity the Customer may be provided with a supporting detailed
inventory report of the deployed hardware and software covered under the Advanced Support contract.
• In each annual period of the Service, one (1) quarterly meeting may be provided on site with the
remaining delivered remotely.
• Towards the end of the Service term and as part of the QSR process an annual service review will be
provided. It is recommended that the Customer may wish to combine the use of their annual allocation
of one on-site review included within the Service for this purpose.
• Sixteen (16) Service Points that may be used as set forth in section 4 (Service Points).
• Annual Training Package for up to ten (10) single designated contacts as set forth in section 5 (Training).

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Ticket Management
• A periodic ticket progress review with the customer for all open technical support tickets. In no event will
these calls take place more often than weekly.
• Restoration of high priority incidents: Fortinet will use reasonable efforts to provide a functional resolution
to the technical issue reported in the technical support ticket submitted by the Customer either through a
workaround, provisional or final resolution to the technical issue within a target time of four (4) hours from
ticket creation for priority-1 tickets where the Customer has an active FortiCare Elite contract on FortiGate,
FortiManager, FortiAnalyzer, FortiSwitch and FortiAP products or FortiCare Premium support contract for all
other products, registered against the specific device serial number that the technical support ticket is raised
against.
• The TAM as part of their technical escalation management duties will manage the escalation process as the
customer’s primary point of contact and assist the Customer with the progression of open technical issues.
• Extended technical troubleshooting support beyond the declared end-of-support of Fortinet’s product
operating software for an additional eighteen (18) month-period, comprising technical support ticket
management and provision of bug fixes where reasonably feasible.
• Upon request, the TAM will provide Root Cause Analysis (“RCA”) Reports for priority-1 and priority-2
incidents related to Fortinet’s products covered under a valid support contract, where the Fortinet product
or solution has been deemed to be the root cause. An RCA Report will be delivered within a target of five (5)
Business Days after restoration of the incident which may take the form of an interim draft report if the
complexity of the case needs prolonged analysis.

Proactive Management
• A review of PSIRT notifications relevant to the customer and communicated through an update to a tracking
ticket in addition to Advanced Notification Bulletins (ANB) of non-public PSIRT incidents related to the
Customer’s registered products (aiming between twenty-four (24) to forty-eight (48) hours before public
disclosure) where reasonably feasible.
• Provide supporting discussion and communication for Customer Service Bulletins (“CSB”) on open critical
issues that, to Fortinet’s knowledge, may potentially impact the Customer’s network environment. CSBs are
not specific or tailored to the Customer and includes, but is not limited to, notifications based on priority-1
and priority-2 issues logged by other end-customers.
• The TAM will provide the Customer with an overview of how to register and manage their assets on the
portal so that all products are included within the service.
• Provide the following service features subject to the terms of the then-current service description for
“Advanced Service – Service Points” available on the Customer support portal:
• An annual indicative software upgrade suggestion for up to one (1) of Fortinet’s products.
• Provide product upgrade testing (and assistance) for up to one (1) Fortinet’s products during each year
of the Service term. It is recommended that a Software Upgrade Suggestion is requested in order to
ensure that the product upgrade assistance is performed against a recommended Fortinet’s software
release.
• The TAM will provide the Customer with a one-time configuration hardening check as a snapshot of the
Customers FortiGate configurations deployed on the Customer network. A detailed report is provided to the
Customer to harden and improve the security of their FortiGate products.
• The TAM will work closely with the Customer to arrange a one-time knowledge transfer custom webinar,
which consists of a remote session delivered in English where one (1) feature is explained and described
based on Customer’s configuration, the webinar will be also supplemented with best practice
troubleshooting steps for commonly seen issues, lead time to deliver this webinar is ten (10) business days.

3.2 Pro Global Service Option provides:

The Pro Service may be extended globally by purchasing this Service Option. This Service Option will provide the Pro
Service features described above in section 3.1, which will be delivered in the Customer’s home region.

Under this Service Option, the assigned TAM will be located in the Customer’s home region(“Lead TAM”) and in addition
to this, the Customer will be assigned a TAM in two additional regions (“Regional TAMs”). For clarity, if the home region
is in EMEA, additional TAM coverage will be provided in APAC and the Americas.

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Additionally, the Regional TAMs will perform the following service entitlements:
• Assist with the resolution of technical support tickets consistent with the above terms.
• Publish, on request, an RCA report as described above for an incident raised in that region.

Upon Customer’s request and subject to Fortinet’s prior approval, the following service entitlements may be used across
regions as a global benefit:
• Provide the following Service features subject to the terms of the then-current service description for
“Advanced Service – Service Points” available on the Customer support portal:
• Provide an annual indicative Software Upgrade recommendation for up to two (2) of Fortinet’s
products.
• Product Upgrade assistance for up to two (2) Fortinet products during each year of the Service term.
It is recommended that a Software Upgrade Suggestion (as detailed above) is requested in order to
ensure that the product upgrade testing and assistance is performed against a recommended Fortinet
software release.
• Twenty-eight (28) Service Points that may be used as set forth in section 4 (Service Points).
• Annual Training Package for up to ten (10) single designated contacts as set forth in section 5 (Training).

For clarity, the service entitlements referred to in the preceding paragraph are not provided in addition to but as a
replacement of the service entitlements of the Pro Service Option.

4. Service Points
Service points are vouchers that may be exchanged against a number of pre-set Service Options as described in the
then-current service description for “Advanced Service – Service Points”. Service Points are made available on the
Customer support portal (the “Service Points”).

Service Points provided as part of this Service are valid for the duration of the Service, are non-transferable, and expire
completely at the Service’s expiration or termination. Fortinet reserves the right to modify, at its discretion and without
prior notice, Service Options which are available for use of the Service Points. All services requested through Service
Points are subject to the reasonable availability of Fortinet resources, must be requested in advance according to the
specified lead times and must be delivered within the Service term.
The following table summarizes the number of Service Points offered in each Service Option:

Service Option Pro Pro Global

Service Points 16 28

5. Training
As described above, each annual pre-packaged training entitlement will be provided for use by a single Customer’s
designated contact for enrollment and access throughout the duration of the Service. The vouchers are delivered as
part of the training entitlement which will only be provided during the Service term and are valid for one year from date
of issue.
The Service allows the Customer’s designated contact to select one (1) of the following NSE levels and benefit from the
minimum required modules needed to achieve a certification including the associated vouchers for one (1) attempt at
certification:
• Online self-paced trainings with hands-on lab access on demand and (1) voucher for the chosen NSE training
modules to be used in designated testing center.
• NSE 4 - FortiGate™ Security and Infrastructure
• NSE 5 - two (2) training modules only
• NSE 6 - four (4) training modules only
• NSE 7 - one (1) training module only
For more information about the NSE Certification program, refer to the certification section of the Fortinet NSE Institute
portal at https://training.fortinet.com.

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6. Customer Required Contribution & Responsibilities
To ensure the effective delivery of this Service, the Customer is responsible to do the following:
• Designate an individual who will serve as a single point of contact for liaising with Fortinet for the duration
of the Service. This person shall be skilled in network security and be able to assist with determining priorities
of incidents, provide the names of the designated contacts, and be responsible for Customer’s usage of
Service Points.
• Assume full responsibility on the access, management and use of the Service Points and apply adequate
supervision and diligence to ensure the request of services in exchange for Service Points adequately
matches its needs. Usage of Service Points cannot be terminated, withdrawn, reversed, revoked, or returned
by the Customer.
• Acknowledge that: (a) Fortinet designated contacts cannot be experts in all technologies and, where
additional expertise is necessary, they will engage other support resources in resolution of technical support
tickets; and (b) an additional service contract may be required to provide the Service with a focus on multiple
technologies.
• Acknowledge that the provision of security notification information is strictly confidential and subject to
non-disclosure commitments made through acceptance of Fortinet’s standard terms.
• Assist in all reasonable requests to provide the information required to resolve support incidents among
others. This includes collaborating with Fortinet for resolution of critical support issues, accepting that this
may include service-impacting actions such as a reset or the reloading of a known working configuration and
provide all necessary information to allow for root cause analysis where applicable.
• Provide reasonable and timely access to Fortinet’s products through electronic mechanisms in order to
diagnose issues remotely.
• Unless stated otherwise provide a five (5) Business Days notification for planned activities, including those
using Service Points, as outlined in this service description.
• Accepts that any specific resource requirements including security clearance are outside the scope for of
this Service and subject to further purchase of available services or solely by the agreement of Fortinet.
• Should the Customer require Fortinet resources to have appropriate security clearance in order to access
and work on the customer products, the Customer will be responsible for managing the accreditation
process and any related costs.
• By purchasing the Service, the Customer understands and agrees that Fortinet is not obligated to provide
the Service if the Customer fails to meet the requirements herein (as amended for time-to-time at Fortinet’s
discretion).

7. Scope & Conditions

• The Service described in this document is supplementary to FortiCare and FortiGuard™ services. A FortiCare
unit-based valid support contract is a pre-requisite for the purchase and delivery of the Service.
• Availability of any Service entitlement will be based on the specific support contract level covering the
product. For clarity, FortiCare contracts are required for obtaining support on technical support tickets.
• All designated resources cover a single geographic region (e.g. EMEA, Americas or Asia Pacific) and are
available only during standard business days between 09:00-18:00 (excluding weekends and public holidays)
as applicable in the resource location and its associated time zone (“Business Hours”).
• Technical support ticket management for priority-3 and priority-4 support incidents takes place during
standard Business Hours of the applicable registered product location recorded within the Customer’s
support portal. Any technical support ticket raised outside of those Business Hours are considered as raised
on the following business day.
• Unless otherwise specified, the Service will be delivered in English.
• The location of the TAM resource will be determined at Fortinet’s sole discretion.
• Fortinet will use reasonable efforts to:
• Ensure the continuity of the Customer’s assigned resource for the duration of the Service term and
applicable renewals (only to the extent the Customer does not delay in renewing and registering the
Service renewal with Fortinet). It is accepted that there may be occasions when technical support
tickets are handled by engineers within the Advanced Services team other than designated contacts.
This will include, but is not limited to, when the frequency or volume of technical support tickets are

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 beyond what is considered a reasonable level, at the discretion of Fortinet, to be handled by a single
designated resource. In the event the assigned resource becomes unavailable for any reason, Fortinet
will aim at replacing it within thirty (30) days. For clarity, the Service will be considered as being
delivered during the replacement period.
• Deliver all targets defined in Section 2 (Advanced Support) for technical support tickets. For the
avoidance of doubt, this excludes RMA (hardware replacement) and customer service related tickets.
Any consistent failure to meet a target in accordance with Fortinet’s measurement methodology will
result in an improvement plan and shall not be considered a failure to deliver the Service.
• Extended technical support as described above allows the creation and investigation of technical support
tickets with respect to software that has been declared end-of-support. Customer acknowledges and agrees
that it is not feasible to resolve every issue in code declared end-of-support, and it may prove necessary to
upgrade to a newer release for a workaround or complete resolution, in which case Fortinet will make
commercially reasonable efforts to identify an acceptable workaround. To benefit from extended software
support, a valid Service contract must be active before the date on which the software was declared end-of-
support as outlined in Fortinet’s lifecycle policy.
• All requests for use of Service Points should be provided with sufficient notice period to allow delivery within
the Service term. Fortinet may reject any request based on resource availability or an insufficient notice
period.
• For any service requested using Service Points, delivery must happen before the expiration of the Service
term. Any service request not delivered at contract expiry (Service end date) will require Service Points to
be deducted against a future contract or the service request cancelled.
• This Service specifically excludes verification of configurations and designs including specific testing of such
as well as implementing configuration changes. The Customer remains at all times responsible for the
configuration and management of its Fortinet’s products. It should be noted that such services may be
available through Fortinet’s professional services organization for purchase from a Channel Partner.
• The scope of the Service is limited to the service features outlined in section 3 (Service Features). Any request
exceeding the duration or scope will be provided at Fortinet’s discretion and billable at the then-current
rate.
• The Service is applicable only to products covered by active support contracts and within a support portal
account where this Service contract is registered.
• The Service maintains a Fair Usage Policy (“FUP”) set against a permitted count of technical assistance (“TA”)
tickets raised during the Service term and excluding tickets classified by Fortinet as bug, RMA and customer
service tickets. Beyond the initial Service threshold additional purchase will be required to extend the
threshold based on options available on the then-current official Fortinet price list.
• Pro Service is limited to 90 TA tickets
• Pro Global Service is limited to 190 TA tickets
• The Service is subject to the terms of Fortinet’s Service Terms & Conditions located at
https://www.fortinet.com/content/dam/fortinet/assets/legal/Fortinet-Service-Offering-Terms.pdf

8. Eligibility & Purchasing

The Service is available for purchase by a customer (as determined by Fortinet; the “Customer”) through authorized
Fortinet resellers and distributors (“Channel Partners”). Channel Partners are independent third parties that conduct
business in their own name and account and, consequently, cannot bind Fortinet in any way. The Service is delivered
to the Customer as referenced in the purchase order placed with Fortinet by a Customer or a Channel Partner.

The duration of the Service is three hundred and sixty-five (365) days from activation in accordance with Fortinet’s
support registration policies. The Service shall be registered against a product unit or support service account as the
case may be. All sales are final.

Purchasing Information:
AS Pro – Advanced Support Service FP-10-PS001-712-02-12
AS Pro Global – Advanced Support Service FP-10-PS001-713-02-12

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