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The primary method of communication with Fortinet Technical Support is through Customer Support online ticketing system. When you registered your Fortinet product, at least one account is automatically associated to that product.
In some cases, you may need to provide access to your support login for additional support personnel in your organization or external support contract individuals. You can add additional sub accounts by going to the My Profile section of the support site.
In this section, select Edit profile to view the current profile details and to add sub accounts.
When you create a new sub account, you can configure the sub account with access to all of your registered Fortinet products or a select few. Selecting Limited Access displays a list of available registered products. Here you can select the specific product or products allowed for the account access.
Opening an online support case
When contacting Fortinet Support for new configuration or deployment questions, you should first contact your Fortinet Partner for direct assistance. Beyond this, you can open a ticket online at our support site, http://support.fortinet.com.
Once logged in, select on View Products and select the Fortinet product for which you are opening the support case.
Beneath the support entitlement details for the product, there is a section, called Create Support Ticket. In English, enter a detailed description of the reason for the support case.
As described below, the Fortinet TAC will be able to better assist you with your support case if you provide relevant configuration files, network topology descriptions or versions of software that are involved in your support case.
Viewing open support cases
Once you create a support request, you can view that case by selecting View Support Tickets. Alternatively, you can also view tickets associated to a given product by viewing that product directly.
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