Description
This article describes that after the merger of Coyote Point and Fortinet, existing users of Coyote Point products may request technical support or customer service assistance from Fortinet Customer Service and Support (CSS).
Scope
FortiADC, Coyote Point Equalizer.
Solution
Fortinet CSS can be contacted:
Fortinet CSS can be contacted:
1) Using the provided phone numbers, available at http://www.fortinet.com/support/contact_support.html or
To access the Fortinet CSS website:
An email message has been sent to all registered Coyote Point customers with the password set instructions. If you haven’t received it, you may also use the 'Forgot your password?' link on the main page. Your 'Account ID' is your full email address (including the '@' character and a domain name, such as 'example@example.com'), used for the account you had registered with Coyote Point.
Important note about the serial number conversion:
During the migration of all registered support contracts from Coyote Point to Fortinet, all Coyote Point product serial numbers have been converted to Fortinet type of serial numbers.
Fortinet serial numbers consist of 16 alphanumeric characters, including dashes. Existing Coyote Point serial numbers were adjusted by removing the dashes, and prepending the product model number in front of the original serial number.
For example: For a Coyote Point Equalizer model E650GX with an SN 'A0XXX-Y7001', the new Fortinet serial number will be a combination of the model and Coyote Point SN, without the dash: E650GXA0XXXY7001.
Additional examples:
Equalizer E250GX, with the SN B123X-12345 => E250GXB123X12345
Equalizer E350GX, with the SN A123X-23456 => E350GXA123X23456
During the migration of all registered support contracts from Coyote Point to Fortinet, all Coyote Point product serial numbers have been converted to Fortinet type of serial numbers.
Fortinet serial numbers consist of 16 alphanumeric characters, including dashes. Existing Coyote Point serial numbers were adjusted by removing the dashes, and prepending the product model number in front of the original serial number.
For example: For a Coyote Point Equalizer model E650GX with an SN 'A0XXX-Y7001', the new Fortinet serial number will be a combination of the model and Coyote Point SN, without the dash: E650GXA0XXXY7001.
Additional examples:
Equalizer E250GX, with the SN B123X-12345 => E250GXB123X12345
Equalizer E350GX, with the SN A123X-23456 => E350GXA123X23456
Equalizer E470LX, with the SN C123X-34567 => E470LXC123X34567
Only for the 'Equalizer OnDemand', a software-based virtual appliance product, a new set of serial numbers was generated. They start with 'EQOD', followed by a completely new sequential number, as shown in the following example:
Equalizer OD, with the SN Y8A12-98765 => EQOD010000000123
Equalizer OD, with the SN Y8B34-76543 => EQOD010000000124
Equalizer OD, with the SN Y8C56-87654 => EQOD010000000125
The list of all your newly adjusted serial numbers can be displayed and reviewed under the 'Asset' / 'Manage Products' page on the Fortinet CSS website. Across this support website, only the new 16 digits Fortinet type serial numbers may be displayed and used to open support cases.
Only for the 'Equalizer OnDemand', a software-based virtual appliance product, a new set of serial numbers was generated. They start with 'EQOD', followed by a completely new sequential number, as shown in the following example:
Equalizer OD, with the SN Y8A12-98765 => EQOD010000000123
Equalizer OD, with the SN Y8B34-76543 => EQOD010000000124
Equalizer OD, with the SN Y8C56-87654 => EQOD010000000125
The list of all your newly adjusted serial numbers can be displayed and reviewed under the 'Asset' / 'Manage Products' page on the Fortinet CSS website. Across this support website, only the new 16 digits Fortinet type serial numbers may be displayed and used to open support cases.
How to create a new support request:
Navigate to the 'Asset' / 'Manage Products' page, and there, select the product serial number:
Then, at the 'Product Info' page, under the 'Assistance', please select the request type ('Customer Service', 'Technical Request' or 'RMA Request'):
And then, follow the steps to submit the new request:
Here is an example screenshot of serial numbers of the Equalizer OnDemand software-based virtual appliance, when one customer has four Equalizer OnDemand products registered:
