Description
Solution
How can I remove an unwanted unit from my asset list?
In October 2018, ZoneFox became part of Fortinet, the global leader in high-performance cyber security solutions. In March 2019, the Customer Service & Support organizations will be merged.
Account, product, license and support contract information for customers of ZoneFox has been migrated into the Fortinet Customer Service & Support web portal.
This article highlights changes to the support process. Previous announcements of these changes have been sent to all ZoneFox customers. The following topics are covered in this article:
Support Account
- How can I maintain my account information?
- Can I change the master account?
- Does the master account have to be an individual?
- How do I add, update or remove sub-users?
- Do all users have to have full privileges?
- Do all users have to receive automatic contract expiry and renewal notices?
- Can I set up my support account so that not all users can access all registered equipment?
- I previously had access to the Fortinet Support Portal, what changes will I see?
Assets (Installed equipment, licenses and contracts)
- How can I identify a product from the Fortinet Serial Number?
- How do I find the Fortinet Serial Number allocated to my ZoneFox installation?
- What is the significance of the product description?
- How can I remove an unwanted unit from my asset list?
Assistance Tickets & Chat Service
- How can I see tickets that I raised in the past with ZoneFox?
- Can I get assistance for ZoneFox products through the Chat Service?
Solution
Support Account.
The Support Account is the entry point to the Customer Service & Support (CSS) Support Portal. It provides access to services and links together all support information related to a company.
The Support Account is structured as a master account with associated users. All equipment, support contracts and licences are registered against the master account.
In the migration of information from the ZoneFox support databases, the master account has been created using the main company contact and all additional contacts have been linked to the master account as illustrated below:
Master account: martin_peters@zzz_corp.comUser : andy_howard@zzz_corp.comUser : anita_kemp@zzz_corp.comUser : angela_howard@zzz_corp.com
All users have been created with full privileges to manage assets related to the master account, to create new users, and to open support tickets.
Support Account Questions and Answers.
How can I maintain my account information?
Login to the Fortinet Support Portal and click on the "Head & Shoulders" icon, this will open the Account Administration page. The main account ID has full access to the account management options. Sub-users will have a more limited view.
Can I change the master account?
Yes. The master account ID can be changed. After logging into the CSS Support Portal, go to the Account Administration section, and then take the 'Change Account ID' option. If the master account ID is changed to an email address that is also defined as a sub-user, the sub-user should then be deleted.
Does the master account have to be an individual?
No. Although it is recommended to use an individual email account, many customers opt to use an email alias as their master account. For example: MIS@zzz_corp.com. This account and associated password can then be shared between everyone that needs to use the CSS Support Portal and avoids the need to maintain many associated users. Sharing passwords does incur certain risks which you should take into account.
How do I add, update or remove sub-users?
Options to add, update and remove sub-users are all available within the Account Administration function under Manage Users.
Do all users have to have full privileges?
No. Within Account Administration it is possible to limit the privileges of an individual user in terms of ticket creation, and to restrict the equipment that they are able to access (by SN).
Do all users have to receive automatic contract expiry and renewal notices?
No. The master account will always receive these notices but you can control which of your users should receive them. Within Account Administration, go to Manage User and deselect the 'Send Renewal Notices' option. Note that this feature had been enabled for all users during the data migration from ZoneFox.
Can I set up my support account so that not all users can access all registered equipment?
Yes. You can edit the privileges of each user both in terms of their functionality and the equipment to which they have access. Simply go to the manage user option, select the user, set their permissions to 'Limit Access' and then set up an 'Access List' of the serial numbers to which they should be linked. An alternative would be to set up multiple master accounts for your company and to split your registered equipment between them. In this case, please open a Customer Service ticket and give details of how the equipment should be divided. We will then make the necessary changes on your behalf.
I previously had access to the Fortinet Support Portal, what changes will I see?
The products, contracts and sub-users from the ZoneFox support database have simply been added to your existing Fortinet Support account. If you wish to separate your ZoneFox assets from your Fortinet assets please open a Customer Service ticket for assistance.
Assets (Installed equipment, licenses and contracts).
It is in the interest of all customers to ensure their customer and product information is kept up to date to facilitate service delivery. All products and service entitlements need to be registered as assets in the Support Portal.
Each ZoneFox product has been allocated a serial number in the format ZONEFX00ZF00xxxx, this is purely for identification purposes and has no relation to the product that has been installed.
Assets Questions and Answers.
How can I identify a product from the Fortinet Serial Number?
Each product model can be uniquely identified from the first six characters of the Fortinet Serial Number. ZONEFX has been used to identify ZoneFox products.
How do I find the Fortinet Serial Number allocated to my ZoneFox installation?
Login to the Support Portal and take the menu options Asset > Manage/View Peoducts.
What is the significance of the product description?
This is a free text field which you can use to identify a particular asset. In the migration to Fortinet this field was set to indicate whether you use the AI module, whether ZoneFox host your solution, and the number of seats. For example: "AI module;Hosted; 7900Seats"
Create a Customer Service Ticket and give the details including serial number of the item you wish to remove. Alternatively, move it to your decommissioned units list, take the options Asset > Decommissioned Units.
Assistance Tickets & Chat Service.
The Support Portal provides the simplest method to create tickets. There are two ticket types which are applicable for ZoneFox products:
- Technical Support Ticket
- Customer Service Ticket
DOA/RMA Tickets are for the replacement of defective hardware and are not applicable for ZoneFox customers.
A serial number must be entered when creating a Technical Support ticket. The serial number is optional for Customer Service tickets. There is an entitlement check at the point of ticket creation and the chosen serial number must have a valid current service contract for the type of service that is being requested.
Assistance Tickets Questions and Answers.
How can I see tickets that I raised in the past with ZoneFox?
No historical ticket information has been migrated into the Fortinet Support Portal. Only those tickets which were open on March 31st, 2019 have been transferred.
Can I get assistance for ZoneFox products through the Chat Service?
Only Customer Service questions can be handled through the Chat Service. No technical assistance is currently available through the Chat Service for ZoneFox product questions.
