How to obtain priority technical support as a Fortinet Partner ?

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You are entitled to priority web-based technical support, if you are a Fortinet Partner. This service is designed for our Partners who provide initial support to their customers, and require to open a support ticket with Fortinet on their behalf. We strongly encourage you to submit and follow up your support tickets using this service.

The support ticket must be submitted after having logged into the Partner website, via one of the links shown below, using your FortiPartner account details.

http://partners.fortinet.com

https://www.forticare.com:1443/customersupport/login/partnerlogin.aspx

The first link takes you to the general Partner Extranet website, after which you must click on the Support->Online Support Ticket section.

The second link takes you directly to the Partner Online Support Ticket section (also known as FortiCare).

Note: The Partner Online Support Ticket section is accessed via HTTPS on port 1443. You must ensure that your firewall allows you to externally access this port. Also note that your customer’s Fortinet device must have a valid support contract, in order for you to submit the support request as a Partner.

Every new support request should contain the following information:

• A valid contact name, phone number and email address.
• A clear and accurate problem description.
• A detailed network diagram with complete IP address schema.
• The Fortinet device configuration file, software version and build number.

If applicable, additional log files, for example, Antivirus log, Attack log, Event log, debug.log, etc.) or similar information should also be included in the ticket as an attachment. If a 3rd party product is involved for example, email server, FTP server, router, switch, please provide the information on software revision version, configuration and brand name.

The following Knowledge Base article, provides an example of what type of technical information and network diagram details should be submitted in order to receive the quickest resolution time to your problem.

Technical Support requirement for better Customer assistance

How do I know if I’m a Fortinet Partner and have a Partner account?

Becoming a Fortinet Partner requires a certain level of product sales commitment, and having various Fortinet trained personnel within your organization. Upon meeting these obligations, a regional Fortinet sales representative will usually submit your request to become a Partner. Your company can also request to become a Partner by submitting a Partner Program request at the following link:

http://www.fortinet.com/partners

This requires that at least one person’s contact details and email address, within your organization, will be used to create the initial and primary Partner account, and it is likely that this will be a sales contact within your company. This person will eventually receive his Partner login credentials.

If this person has not received his Partner login credentials, they should send an email to partners@fortinet.com for assistance.

If you have received your login account, but have forgotten the password, click on the red "Forget your Password?" link, below the 'Login' button, on the http://www.fortinet.com/partners page.

This person being the primary Partner login contact, will also have the possibility to add additional associate login accounts for other people within their organization (example: other sales or technical support people). This allows multiple people within the same company to each have a partner login account. This operation can only be done by the primary contact, once logged in to the Partner Extranet and selecting the “Add Associates” menu bar option. Associates from the same company will not have the option to add other associates.

For more information on adding associates and navigating the Partners web site, see the Fortinet Knowledge Base article Using the FortiPartner Page for Support Tickets.

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