1. No category

The “Partner
GuideBook” is a
manual designed to
help Fortinet
resellers with every
aspect of doing
business with
Fortinet on a day to
day basis.
HOW TO BE SUCCESSFUL WITH FORTINET?
Version: September-December 2009
EMEA Fortinet Partner Guidebook – Version: September-December 2009
1
D
ear FortiPartner,
This Partner Guidebook is dedicated to companies that have submitted their
application through our online registration system and that have been accepted by
our team. If you get this guidebook without being an official FortiPartner, we
recommend
you
to
submit
your
application
to
http://www.fortinet.com/partners/fpp.html.
In order to fully enjoy benefits described in this document, you need to have a partner
extranet access which is delivered and sent to you by email after acceptation of your
application according to criteria related to your company and to our own channel
structure in this area.
The content of the Partner Guidebook complements - but doesn’t replace - the
Fortinet Partner Program and the contract that has been agreed between you and
Fortinet.
This manual is not a legal document. We reserve the right to change parts of this
guidebook at its discretion. You will be informed of such changes via email or via
your Fortinet contact and we will publish updated versions of this manual on our
partner extranet.
We hope you will appreciate this guidebook, done for you, for your business, in order
to be successful with Fortinet on a daily basis.
For any question, we remain
[email protected]
at
your
disposal
with
this
email:
Best regards,
Channel and Marketing Team, EMEA
EMEA Fortinet Partner Guidebook – Version: September-December 2009
2
THE FORTIPARTNER GUIDELINE ................................................................................................................................................ 5
BE INFORMED OF FORTINET UPDATES...................................................................................................................................... 8
•
•
•
•
•
•
•
PARTNER EXTRANET ......................................................................................................................................................... 8
FORTIGUARD CENTER: HTTP://WWW.FORTIGUARDCENTER.COM .....................................................................................8
NEW! FORTINET KNOWLEDGE CENTER: HTTP://KB.FORTICARE.COM ..............................................................................8
PARTNER NEWSLETTER ....................................................................................................................................................8
FORTITECH DIGEST ...........................................................................................................................................................8
FORTINET SALES PRESENTATIONS AND SALES TRAINING .................................................................................................9
DEDICATED PARTNER TOOLS ..........................................................................................................................................12
TRY FORTINET PRODUCTS AND SERVICES............................................................................................................................. 14
•
•
•
•
DEMO UNIT ......................................................................................................................................................................14
EVALUATION UNITS ..........................................................................................................................................................15
FORTIGUARD SUBSCRIPTION TRIAL.................................................................................................................................15
SOFTWARE AND PRODUCT EVALUATION TRIALS .............................................................................................................15
FOLLOW FORTINET ORDERING PROCESS .............................................................................................................................. 16
•
•
•
EXPORT CONTROL RULES ...............................................................................................................................................17
FORTINET SERVICE SOLUTIONS DESCRIPTION ................................................................................................................18
MANDATORY DATA ON YOUR PO .....................................................................................................................................18
FOLLOW FORTINET REGISTRATION PROCESS ...................................................................................................................... 21
•
•
•
•
•
WARRANTY AND REGISTRATION OF SERVICES................................................................................................................21
FIRST TIME REGISTRATION AND CREATION OF A SUPPORT LOGIN ..................................................................................22
REGISTRATION OF A NEW PRODUCT ...............................................................................................................................23
REGISTRATION: ADD/RENEW A SUPPORT CONTRACT .....................................................................................................23
VIEW REGISTERED PRODUCTS AND SUPPORT INFORMATION .........................................................................................24
FOLLOW FORTINET RENEWAL PROCESS ............................................................................................................................... 25
•
•
RENEWAL PROCESS ........................................................................................................................................................25
ASSET TRACKING SYSTEM (ATS).....................................................................................................................................26
FORTINET POLICIES ................................................................................................................................................................... 31
•
•
•
•
•
•
•
WARRANTY POLICY..........................................................................................................................................................31
REGISTRATION POLICY ....................................................................................................................................................31
DEMONSTRATION POLICY ................................................................................................................................................31
EVALUATION POLICY........................................................................................................................................................31
DEAD ON ARRIVAL POLICY (DOA) ....................................................................................................................................31
END OF LIFE PRODUCTS POLICY (EOL)............................................................................................................................31
HIGH AVAILABILITY/ CLUSTER POLICY .............................................................................................................................31
FORTINET CUSTOMER SUPPORT ............................................................................................................................................. 33
•
•
•
•
•
•
•
•
•
•
FORTIPARTNER TECHNICAL SUPPORT REQUIREMENTS ..................................................................................................33
L1 CUSTOMER SUPPORT DEFINITION ..............................................................................................................................33
P1, P2, P3, P4 DEFINITION ..............................................................................................................................................34
DIFFERENCES BETWEEN 8X5 AND 24X7 FORTICARE CONTRACT ...................................................................................34
TICKET CREATION............................................................................................................................................................35
CUSTOMER SERVICE TICKET REQUIREMENTS.................................................................................................................36
TECHNICAL ASSISTANCE TICKET REQUIREMENTS...........................................................................................................36
RMA TICKET REQUIREMENTS...........................................................................................................................................37
DOA TICKET REQUIREMENTS ...........................................................................................................................................37
TROUBLESHOOTING TRAINING TICKET ............................................................................................................................37
RMA AND PREMIUM RMA SERVICES......................................................................................................................................... 38
•
•
RMA .................................................................................................................................................................................39
THE PREMIUM RMA SERVICES .........................................................................................................................................40
MARKETING & COMMUNICATION.............................................................................................................................................. 41
•
PUBLIC RELATIONS / ANALYST RELATIONS GUIDELINES..................................................................................................42
TRAINING & CERTIFICATION...................................................................................................................................................... 43
•
•
•
LIST OF TRAINING ............................................................................................................................................................43
EXAM SESSION LOCATION ...............................................................................................................................................45
LIST OF TRAINING ............................................................................................................................................................45
EMEA Fortinet Partner Guidebook – Version: September-December 2009
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•
TRAINING SESSION LOCATION .........................................................................................................................................46
FREQUENTLY ASKED QUESTIONS ........................................................................................................................................... 47
FAQ partner extranet ................................................................................................................................................................................................................. 47
1.
How do I access the partner extranet? ......................................................................................................................................................................... 47
2.
How do others in my organization access the partner extranet? ................................................................................................................................. 47
3.
How do I recover a lost partner password? .................................................................................................................................................................. 47
4.
Do I have to use partners.fortinet.com for opening a technical ticket? ........................................................................................................................ 47
5.
Where can I find Marketing and Sales materials in the partner extranet? ................................................................................................................... 47
FAQ try Fortinet products and services..................................................................................................................................................................................... 47
6.
What services do I have with a demo unit? .................................................................................................................................................................. 47
7.
I would like to resell a demo unit to a customer as a standard unit, what is the procedure?....................................................................................... 47
8.
What is the difference between an evaluation unit and a demonstration unit?............................................................................................................ 47
9.
I would like to propose to my customer to evaluate a unit prior to the purchase. What is the procedure? ................................................................. 47
10.
Can I try FortiGuard services? ...................................................................................................................................................................................... 47
11.
Is it possible to try FortiClient?...................................................................................................................................................................................... 47
FAQ ordering process ............................................................................................................................................................................................................... 48
12.
Why respect of export control rules is important? ........................................................................................................................................................ 48
13.
What do I have to do if I want to export Fortinet products?.......................................................................................................................................... 48
14.
Where can I find manufacturer certification? ................................................................................................................................................................ 48
15.
What are the mandatory requirements in a Purchase Order?...................................................................................................................................... 48
16.
What product/services fit my customer needs? ............................................................................................................................................................ 48
FAQ renewal process and Asset Tracking System (ATS) ........................................................................................................................................................ 48
17.
What is the renewal process within Fortinet? ............................................................................................................................................................... 48
18.
What is the Asset Tracking System? ............................................................................................................................................................................ 48
19.
How to access the ATS?............................................................................................................................................................................................... 48
20.
Does an End User have to claim a unit in the ATS? .................................................................................................................................................... 48
21.
How do I claim units for 1 customer in the ATS?.......................................................................................................................................................... 48
22.
How do I claim units for different customers in the ATS?............................................................................................................................................. 48
24.
How can I find all the claims I have already done in the ATS? .................................................................................................................................... 48
25.
How do I find information on a Serial Number I claimed in the ATS? .......................................................................................................................... 49
26.
How can I have an overview of my Up Coming Renewals in the ATS?....................................................................................................................... 49
27.
How can I search units where I can do an UpSell or an UpGrade in the ATS?........................................................................................................... 49
28.
How do I search info on a non claimed Unit in the ATS? ............................................................................................................................................. 49
29.
How do I search info on a non claimed Contract in the ATS?...................................................................................................................................... 49
30.
How can I know if an End User selected me as its partner for a unit I claimed in the ATS? ....................................................................................... 49
31.
How can I manage the Warning Emails in the ATS?.................................................................................................................................................... 49
FAQ Fortinet policies ................................................................................................................................................................................................................. 49
32.
What is Fortinet warranty policy?.................................................................................................................................................................................. 49
33.
What is Fortinet registration product and services policy? ........................................................................................................................................... 49
34.
What is Fortinet demonstration policy?......................................................................................................................................................................... 49
35.
What is Fortinet evaluation policy? ............................................................................................................................................................................... 50
36.
What is a dead on arrival (DOA)? ................................................................................................................................................................................. 50
37.
What is Fortinet end of life products policy (EOL)? ...................................................................................................................................................... 50
38.
What is Fortinet HA (cluster) policy?............................................................................................................................................................................. 50
FAQ customer support .............................................................................................................................................................................................................. 50
39.
How do I access Product and Registration Documentation? ....................................................................................................................................... 50
40.
How do I access and register for the Technical Forum? .............................................................................................................................................. 50
41.
How to edit a User Profile? ........................................................................................................................................................................................... 50
42.
How to recover a lost support password?..................................................................................................................................................................... 50
43.
How do I change a support password? ........................................................................................................................................................................ 50
44.
What is L1 support? ...................................................................................................................................................................................................... 51
FAQ RMA................................................................................................................................................................................................................................... 51
45.
What is RMA number? .................................................................................................................................................................................................. 51
46.
When can you ship defective to Fortinet?..................................................................................................................................................................... 51
47.
Who pay what?.............................................................................................................................................................................................................. 51
48.
When shipment is done?............................................................................................................................................................................................... 51
49.
How to declare defective unit?...................................................................................................................................................................................... 51
50.
How to get an RMA for a spare part (Hard drive – power adapter)?............................................................................................................................ 51
51.
When RMA can be refused?......................................................................................................................................................................................... 51
FAQ Training and certification ................................................................................................................................................................................................... 51
52.
What is a PIN Code?..................................................................................................................................................................................................... 52
53.
What are the benefits of being FCNSP?....................................................................................................................................................................... 52
54.
How do I get certified FCNSP? ..................................................................................................................................................................................... 52
55.
I've lost my PIN Code, who can I contact? ................................................................................................................................................................... 52
57.
Who can I contact for more information about training and certification? .................................................................................................................... 52
58.
How do I keep my Certification Current? ...................................................................................................................................................................... 52
59.
FCNSP FastTrack Promotion for FortiOS 4.0............................................................................................................................................................... 52
60.
Do I need to attend the classroom sessions to obtain certification? ............................................................................................................................ 52
61.
Must I take the 201 level classes before taking the 301 level course? ........................................................................................................................ 52
62.
How can I provide input on Fortinet training classes? .................................................................................................................................................. 52
63.
Does Fortinet offer private training sessions? .............................................................................................................................................................. 52
64.
Do you have any self study courses? ........................................................................................................................................................................... 52
65.
Do I need to attend the classroom sessions to obtain certification? ............................................................................................................................ 52
66.
Must I take the 201 level classes before taking the 301 level course? ........................................................................................................................ 52
67.
How can I provide input on Fortinet training classes? .................................................................................................................................................. 52
68.
Does Fortinet offer private training sessions? .............................................................................................................................................................. 52
69.
Do you have any self study courses? ........................................................................................................................................................................... 52
70.
How do I register for a Fortinet course? ....................................................................................................................................................................... 52
71.
How will I know my registration has been accepted for a course?............................................................................................................................... 52
72.
How can I find hotels close to the course location I am attending? ............................................................................................................................. 53
73.
How do I purchase an exam voucher and how much do they cost?............................................................................................................................ 53
74.
How can I schedule an exam with a pre-purchased exam voucher?........................................................................................................................... 53
75.
If I purchase an exam voucher and fail the test, can I retake the exam?..................................................................................................................... 53
76.
Once I pass the exam, how long till I receive my certificate?....................................................................................................................................... 53
78.
Is there a document outlining a course of study to prepare for the exam? .................................................................................................................. 53
79.
Will I be able to see the questions that I got wrong on the exam? If so, will I be informed of the correct answers?................................................... 53
EMEA Fortinet Partner Guidebook – Version: September-December 2009
4
THE FORTIPARTNER GUIDELINE
WELCOME KIT
Access to Fortinet's Secure Partner Extranet Portal
Access to our online technical support interface
Inscription to the bi-monthly email newsletter
Updated releases of the Partner Guidebook
Inclusion in the Partner Locator on the Fortinet Website
(silver , gold, MSSP and FortiMail Specialist)
Sales
Benefits
Requirements
Discount on Fortinet Products
Discount on Fortinet demo purchases
Discount on Fortinet support and maintenance
Access to support contract renewal annuity
Sales training
Provide end-users with pre-sales support
Quarterly revenue commitment to be reached
Support
Benefits
Requirements
Free Troubleshooting Training for FCNSP
Fortinet Certified Network System Professional Engineers (FCNSPs)
on staff version4 .0
Direct access to our technical phone support through a PIN
Code:
Provide First Level Support: direct contact with each customer,
handling all initial inquiries, identifying the component involved in the
problem and obtaining appropriate documentation of such inquiry or
problem. Should address and resolve inquiries relating to basic
networking issues, configuration issues, issues with the product itself
and all other basic issues
- if you have the required number of FCNSPs
- if the issue concerns a unit with a Forticare contract
Priority on ticket on our online ticketing system through the
Partner Extranet
Marketing
Benefits
Requirements
Involvement in customer testimonials
License to post Fortinet logo on partner website
Quarterly Business Review meetings
Ability to use Fortinet logos in collateral
Provide quarterly Business and Marketing plan
Organize a defined number of marketing events per year dedicated to
Fortinet sales
Purchase Order
Requirements
Prior to selling, the reseller must clearly explain to any end-user:
- the date of the initial shipment from Fortinet
- that all services, including support, subscription and warranty
services, will be forfeited if not registered with one year from that
initial date
Reseller must provide end-user data (Contact details, website and
activity)) on each PO. Each renewal PO must mention the related
serial number.
Administrative
Requirements
Keep an accurate record of details of the end-users to which Fortinet
products and services have been sold. Share these details with the
Distributor (on ‘Purchase Orders’) and with the Fortinet renewal sales
team
Upon registration of the Fortinet products or services, register both the
reseller and the end-user details at https://support.fortinet.com or
advise the end-user to do so
NOTE: Partner Locator: Only Distributor, Gold, Silver, MSSP and FortiMail Specialists are displayed on the partner locator.
The logo “Fortinet Certified” is shown on the partner locator, once the partner has the required number of FCNSPs (certified
engineers) on site. The logo “FortiMail Specialist” is dedicated to resellers who are committed to our FortiMail product range.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
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EMEA Fortinet Partner Guidebook – Version: September-December 2009
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Keep Forti-Updated
FAQ Partner Extranet
How do I access the partner extranet?
Login information (user name and password) to access the
partner extranet is provided via email once your company has
been accepted to join the FortiPartner Program. The welcome
email is sent to the person in your organization who sent the
application online through www.fortinet.com/partners/fpp. This
individual will be considered the primary contact for the partner
organization unless otherwise requested after the initial sign-up.
How do I recover a lost partner password?
Send an email to [email protected]
The primary contact for each partner can add additional
associates in their organization for access to the Fortinet partner
extranet.
Where can I find Marketing and Sales materials in the partner
extranet?
In the section “sales tools”, you will find updated presentations, quick
datasheets, FAQs and all brochures about our range of products. If
you would like to have more
information
on
these
materials, you can send an
email
to
[email protected]
How do others in my organization access the partner
extranet?
All personnel in your organization are eligible to access the
partner extranet and can be issued a user name and password
providing them with access to all the information they need for
doing business with Fortinet and growing your revenues.
To add an individual or individuals the primary contact within the
organization simply goes to the “Add Associates” link of the
partner extranet and adds each individual assigning them their
user name and password, or just the user name and the system
will create the password. Each associate will receive a welcome
email with their assigned user name and password for the
partner extranet. Associates will not have the tab for adding new
individuals unless they are edited to be a primary contact. If you
would like to change primary contacts within your organization,
please email us at [email protected]
Do I have to use partners.fortinet.com for opening a technical
ticket?
Yes. As a partner, the only way to have priority in the treatment of
your tickets is to open a technical ticket via partners.fortinet.com. This
is highly recommended.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
7
BE INFORMED OF FORTINET UPDATES
In order to assist you in your sales and marketing efforts and to help with your technical commitments, Fortinet provides several
tools:
PARTNER EXTRANET
Your partner login provides
access to:
•
Customer support
•
Sales tools
•
The latest industry research and
reports
•
Competitive analysis
•
Datasheets on our products
•
The Fortinet knowledge Base
The Fortinet partner extranet is located at https://partners.fortinet.com.
The extranet contains information and documentation that you can use in your sales
and marketing efforts. The site is password protected with your login information
being sent to you via email once your online application has been accepted. If you or
any of your sales associates have not received your login username and password,
contact us at [email protected] so that we can assist you.
FORTIGUARD CENTER:
HTTP://WWW.FORTIGUARDCENTER.COM
GET NEW ARTICLE UPDATES USING RSS !
Click on http://docs.forticare.com/fkc.xml to obtain the link for
automatic updates on new and updated articles from the
Fortinet knowledge center.
All Fortinet knowledge center content is completely
searchable. If you are looking for a specific topic, use the
‘Search’ and ‘Advanced Search’ tools to quickly locate the
information you need.
If you have any comments on how the knowledge center can
serve you better (article ideas, usability), please send your
suggestions to the administrator:
http://docs.forticare.com/fkc.xml
PARTNER NEWSLETTER
To
receive
the
latest
NEW! FORTINET KNOWLEDGE CENTER:
HTTP://KB.FORTICARE.COM
press
releases, product
announcements
and information on
upcoming events,
please subscribe to
our
EMEA
newsletter
by
sending an email to
emea_partners@for
tinet.com
FORTITECH DIGEST
The new KB definitely simplifies and quickens access
to Fortinet’s technical knowledge with content that can
be made available globally within seconds and a
powerful natural language search engine, which
facilitates the retrieval of relevant information from the
mass of documents that are published within Fortinet.
We also have a single email alias available for all
questions relating to the KB: [email protected]
EMEA Fortinet Partner Guidebook – Version: September-December 2009
8
FORTINET SALES PRESENTATIONS AND SALES TRAINING
In the section “Sales Tools”…
Brochures
Print Version - BRO103 Product Matrix R19 - High-res PDF - Oct 2009
Network Security Consolidation EMEA (English) - Sep 2009
FortiMail Unique Email Security for ISP - Jul 2009
FortiOS Carrier 4.0 Software Brochure - May 2009
FortiOS 4.0 Software Brochure
FortiGuard Achievements Annual - Jan 2009
Premium RMA (Advance Replacement) - Oct 2008
Fast & Secure Informer
Fortinet Vulnerability Assessment (VA) eBrochure
Fortinet Payment Card Industry (PCI) eBrochure
Fortinet Professional Services Premium RMA 4 Hour OSE 7/31/2008
Fortinet Professional Services Premium RMA 4 Hour Courier 7/31/2008
Fortinet Professional Services Premium RMA Next Day Delivery 7/31/2008
Fortinet Professional Services Premium RMA Overview 7/31/2008
Fortinet Professional Services Network Audit Report 7/31/2008
Fortinet Professional Services Integration Services 7/31/2008
Fortinet Professional Services Overview 7/31/2008
FAQ
FortiMail FAQ - Mar 2009
FortiManager FAQ - Feb 2009
FortiAnalyzer FAQ - August 2009
FortiGate-310B FAQ - Aug 2009
FortiGate/FortiWiFi-30B FAQ - Jul 2009
FortiGate-1000A-thru-3810A - Mar 2008
Tolly Group Test: FortiMail 100 vs. Barracuda 200 FAQ
FortiGate Firewall FAQ
FortiGuard Web Filtering FAQ
FortiGate-200 thru -800
FortiGate-50 thru -100 FAQ
Presentations
EMEA Fortinet Partner Guidebook – Version: September-December 2009
9
40 Minutes - Application Control (PPT) - Oct 2009
40 Minutes - WAN Optimization (PPT) - Oct 2009
FortiMail Family (with FML-5001A) Sales Presentation - Oct 09
Fortinet Corporate PPT Template - Sept 2009
FortiClient Endpoint Security Sales Presentation - Sept 2009
FortiGate-82C Sales Presentation - Aug 2009
FortiGate-310B Sales Presentation - Aug 2009
FortiOS 4.0 Key Features Support Matrix - Jul 2009
FortiDB Database Security Presentation - Sept 2008 9/2/2008
FortiGate-310B Product Training 7/30/2008
Network Security Virtualization Presentation - June 2008 7/30/2008
FortiGate-310B Sales Presentation - Apr 2008 7/17/2008
FortiGate-200-through-800F Series - Aug 2006 7/10/2008
FortiGate-50 thru -100 Sales Presentation - Jul 2007 7/10/2008
Network Security Consolidation (45-60 Min Presentation) - May 2008 6/25/2008
Network Security Consolidation - Cost Analysis - Jun 2008 6/3/2008
FortiManager Sales Presentation - Mar 2008 4/7/2008
FortiGate-1000A thru -3800A Sales Presentation - Mar 2008 3/17/2008
FortiAnalyzer Sales Presentation - Feb 2008 2/13/2008
Quick Selling Sheets
FortiMail - Mar 2009
FortiGate-620B QSS - 9/10/2008
FortiDB QSS - 9/2/2008
FortiGate-310B - 7/17/2008
FortiGate-310B/1000A/3810A Comparison - 6/19/2008
FortiGate-5000 Series QSS - 5/29/2008
FortiGate-1000A-thru-3800A - 5/22/2008
FortiMail QSS - 4/25/2008
FortiManager - 4/14/2008
FortiAnalyzer - 9/11/2007
FortiGate-3000 Series Comparison -8/23/2007
FortiGate-50 thru -100 - 7/11/2007
White papers
Application Control Solution Guide
ICSA Labs PCI Report on FortiGate - Jul 2009
Real Time Network Protection for Education
Malicious Code Detection - Jan 2009
NERC Utilities White Paper - Jan 2009
Accelerating UTM with Specialized Hardware 7/16/2008
Simplified GLBA Compliance 7/10/2008
Rapid PCI Compliance & Security for Large Retailers 7/10/2008
Network-Based Security Requires Firewall, IPS and AV 7/10/2008
Beyond UTM: The Value of a Purpose-Built Network Security Platform 7/10/2008
Unifying Your Threat Management Practice 7/10/2008
Benefits of Network Security Consolidation White Paper 7/10/2008
Tools Kits
FortiGate-5000 Sales Toolkit - 9/11/2008
FortiGate-620B Sales Toolkit - 9/10/2008
FortiDB Database Security Sales Toolkit - 9/3/2008
FortiGate-310B Sales Toolkit - 8/19/2008
FortiMail Sales Toolkit - 4/25/2008
FortiManager Sales Toolkit - 4/14/2008
FortiClient PC & FortiClient Mobile - 3/18/2008
FortiGate-1000A thru -3810A - 3/17/2008
FortiGuard Analysis and Management Service - 2/15/2008
FortiAnalyzer Sales Toolkits - 2/13/2008
EMEA Fortinet Partner Guidebook – Version: September-December 2009
10
In the section Sales Training…
In order to access our Sales Training Online presentations, please enter into the partner extranet with your login and
click on “Sales Certification Training” under the Training section. We recommend all our partners to follow these
training in order to familiarize with our range of products.
•
•
•
•
FCSA training modules are available for any reseller
approved via our Click Through System
FCSA training modules are available whenever your
schedule permits – and allow you to move at your own
pace
Each module ranges from 15 to 30 minutes in length
and includes a short 5 question quiz at the end
By passing with a score of 80% or better, you will
automatically receive a certificate of completion for that
module.
You will be able to follow online presentations about:
FortiOS 4.0 Overview
This webinar will introduce the new features and value behind the
new FortiOS 4.0. WAN Optimization, Application Control, SSL
Inspection, and Data Leakage Prevention capabilities, benefits,
and examples will all be covered.
Introducing the FortiWeb-1000B
This module will provide an introduction and overview of the
FortiWeb Web Security Appliance.
Introduction to the FortiGate-30B
This module will provide a brief overview of the FortiGate-30B
UTM appliance. This training module provides a product overview,
product positioning, and competitive analysis for the FortiGate30B.
Introducing Premium RMA
This module provides an overview of the three-level of Premium
RMA available in all regions -- 4-hour On-site Engineer, 4-hour
Courier Deliver, and Next Day Delivery. This service is ideal for
customers who need rapid response and guaranteed service
levels.
Benefits of Network Security Consolidation
This module introduces partners to Fortinet's Network Security
Consolidation messaging. View it to learn how Fortinet solutions
improve security, maximize return on investment, and
reduce network security footprint (physical and carbon).
Fortinet Product Overview
New to Fortinet? This brief but informative product overview is
designed to quickly familiarize you with the Fortinet product
portfolio.
FortiGate-110C Introduction
This sales training module introduces the FortiGate-110C
SOHO/SMB appliance. This training module provides a product
overview, product positioning, and competitive analysis for the
FortiGate-110C.
FortiGate-620B Sales Training
This sales training module introduces the FortiGate-620B midrange appliance and provides a product overview, product
positioning, and competitive analysis.
The New and Improved FortiGate-224B
This sales training module introduces the newly improved
FortiGate-224B mid-range appliance. This training module
provides a product overview, product positioning, and competitive
analysis for the FortiGate-224B; and explains how the new model
differs from the older one.
FortiGate-310B Sales Training
This sales training module introduces the FortiGate-310B midrange appliance. This training module provides a product overview,
product positioning, and competitive analysis for the FortiGate310B.
ICSA Labs - Overview
Al Potter, Senior Consulting Analyst with ICSA Labs, provides an
introduction to ICSA Labs and their various security-related
certification and assurance programs. In this session, you will gain
an appreciation for the reasons Fortinet has chosen to partner with
ICSA Labs, which is primarily to assure customers that Fortinet
products meet or exceed the capabilities of competitive products.
When and how to sell FortiMail
Learn how to easily upsell FortiMail into your new and existing
FortiGate customer accounts! This webinar will provide an
overview of the FortiMail product line and how to effectively
position the product in sales scenarios.
Leveraging Renewal Tracking
Learn how to leverage the new and improved Renewal Tracking
tool to your benefit. This module provides you with a step-by-step
introduction to the tool and how best to leverage it for your
success.
Positioning Fortinet Solutions for PCI Compliance
This presentation will provide an overview of the PCI requirements
and show how Fortinet solutions help achieve compliance.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
11
DEDICATED PARTNER TOOLS
Shipping
PO TRACKING TOOL
Know status of your order in few clicks. Check shipping date,
mailing address etc
Distributors only
https://partners.fortinet.com
Channel info
Support Contract
Training
Technical Support
Virus Update
Trials
PARTNER LOCATOR
Visibility of our Gold, Silver,MSSP and FortiMail Specialist
Partners and Certified Partners on our public website.
Distributors, resellers, end users
www.fortinet.com/emeapartners
EMEA Reseller list
Check partnership, certification, status of our partners
Distributors only
https://partners.fortinet.com
S/N Query
Check support contract status in one click
Distributors and Reseller
https://partners.fortinet.com
Asset Tracking Tool
Manage your renewal assets in order to optimize your
upcoming revenues.
Resellers only
https://partners.fortinet.com
Sales Training Online
Train and educate yourself when and where you want on our
new products and features.
Distributors and Resellers
https://partners.fortinet.com
Campus online
Direct access to course descriptions, availability, schedules,
and locations of training programs
https://campus.training.fortinet.co
m/
Knowledge Base
Simplifies and quickens access to Fortinet’s technical
knowledge.
http://kb.fortinet.com/kb/
Ticketing system
Get priority on ticket answers by opening your ticket via
partner extranet.
Distributors and resellers
https://partners.fortinet.com
FortiGuard center
Important news, information, and commentary on the
security threat landscape
Trial Downloads
FortiClient Mobile Security for Symbian OS & Window
Mobile
FortiClient PC Enterprise Edition
FortiClient PC Enterprise Edition x64 (64 bit OS)
Test the security of your database with a free FortiDB 14day trial.
Scan your phone for specific mobile malware with
FortiCleanUp for Symbian
http://www.fortiguardcenter.com/
http://www.fortinet.com/resource
_center/product_demos.html
Interactive Web-Based Product Demos
FortiAnalyzer Interactive Web-based Demo
FortiDB Interactive Web-based Product Demo
FortiGate Interactive Web-based Demo
FortiMail Interactive Web-based Demo
FortiManager Interactive Web-based Demo
Marketing
Fortistore
Buy any brochures, goodies in an easy to use online
FortiShop.
Distributors only
https://partners.fortinet.com
Presentations, Sales tool kits
Download all our sales presentations for your own use
https://partners.fortinet.com
EMEA Fortinet Partner Guidebook – Version: September-December 2009
12
FAQ Try Fortinet products and services
What services do I have with a demo unit?
All demo units come complete with Fortinet’s 8X5 FortiCare
(support and maintenance) and FortiGuard services for 12
months from the time of shipment. These services are
automatically activated upon unit registration.
For more information, please refer to the section called ‘Services
available with a demo unit’.
I would like to resell a demo unit to a customer as a standard
unit, what is the procedure?
You can resell a demo unit 12 months after the original shipping
date. Upon the resale of any demo unit, you must notify Fortinet
and services will be deactivated.
Please send an email to [email protected] specifying the
serial number of the unit and contact details of your customer.
After resale, support, maintenance and subscriptions will have to
be purchased as renewals by your customer.
Can I try FortiGuard services?
Yes. The trial period can be arranged online at
https://support.fortinet.com. Enter login and password, select
‘View Products’ and choose the unit you would like to trial the
services on during a one month period. Then click on ‘Try It’.
Is it possible to try FortiClient?
Please visit the fortinet.com website
(http://www.fortinet.com/leads/action/leadRequest.do?categoryId=
30) to obtain an evaluation copy of FortiClient.
What is the difference between an evaluation unit and a
demonstration unit?
A demo unit is purchased and owned by the reseller. An
evaluation unit is owned by Fortinet. Fortinet can make evaluation
unit available for identified project for a limited period of time, after
which the unit must be returned to Fortinet.
I would like to propose to my customer to evaluate a unit
prior to the purchase. What is the procedure?
You must contact your Fortinet contact and submit your demand.
After approval, you or your customer will sign an evaluation
agreement.
The evaluation agreement includes the term of the evaluation
period and a statement that if the unit is not returned to Fortinet
within 10 days after the expiration of the term, if not extended, you
will be responsible for payment of the full list price of the unit(s).
For more information, please refer to the section ‘Evaluation
units’.
Try Fortinet products and
services through:
Demo units
Evaluation unit
FortiGuard subscription
trials
Software and product
evaluation trials
EMEA Fortinet Partner Guidebook – Version: September-December 2009
13
TRY FORTINET PRODUCTS AND SERVICES
DEMO UNIT
Your distributor can offer resellers that have signed a
contract with Fortinet, the possibility to purchase
demonstration equipment through a specific program
which provides a special discount on units purchased
specifically for demonstration purposes. Services on
demo units are provided for free for 1 year.
IMPORTANT: Units which were not originally
purchased as demo units cannot be converted into
demo units after the original purchase.
•
-
Purchase restrictions
Eligible products: This program applies to FortiGate
& FortiWIFI FireWall/VPN, FortiAnalyzer, FortiDB,
FortiMail, FortiManager, FortiScan and FortiWeb
hardware products purchased as demonstration (“
Demo”) units only.
Unless otherwise specified in a duly authorized and
signed agreement between you and Fortinet, the
following quantity restrictions shall apply:
Products
FG-30 series through FG110 series
FG-200 series through
FG-5000 series
FortiAnalyzer, FortiDB,
FortiMail, FortiManager,
FortiScan and FortiWeb
products
MSSP core infrastructure
and/or revenue product
orders
Quantity restrictions
10 units every 12 months
•
Services available with a demo unit
All demo units come complete with Fortinet’s 8X5
FortiCare (support and maintenance) and FortiGuard
services for 12 months from the time of shipment. These
services are automatically activated upon unit
registration.
For all units:
FortiCare and FortiGuard: No extension of services for
free. This policy applies to new purchases and demo
units already registered. FortiGuard services of
registered demo units that arrive at the term of 12 months
will have to be renewed.
Please contact your distributor for a quotation.
•
Resale of a demo unit
You can resell a demo unit 12 months after the original
ship date. Upon the resale of any demo unit, you must
notify Fortinet at [email protected] and services will be
deactivated.
At the time of resale, no additional subscriptions or
services will be attached to the unit. After resale,
support, maintenance and subscriptions will have to be
purchased as renewals by your customer.
Upon sale of a demo unit, you will be credited towards
your allocated quantities.
5 units every 12 months
5 units every 12 months
Do not qualify
•
Discounts
Applicable program discounts can be stated in a signed
agreement between you and Fortinet or outlined within
the FortiPartner Program. Please contact your distributor
for more information.
Failure to notify Fortinet of the resale of a demo unit shall
be considered a breach of the terms and conditions of
this program policy. As a result of a breach, Fortinet shall
be entitled to invoice you for all service extensions on the
unreported and re-sold unit as well as the cost differential
between the demo unit and non-demo unit sales prices.
•
-
-
Additional program rules for Fortinet resellers
All purchases of demo units are final
Fortinet reserves the right to amend, modify,
suspend, cancel or terminate this program at any
time without notice
You cannot combine this demo program with any
other Fortinet offer or promotion
All claims are subject to review and approval by
Fortinet.
•
How to order a demo unit?
As a reseller, please contact your distributor and ask for
a quotation for the purchase of a demo unit. In your
purchase order, please clearly indicate ’demo unit.’
•
How to register a demo unit?
Products purchased as demo unit, will be automatically
recorded as demo units in our system prior to the
shipping. Please register as usual the unit, but this time
under your name.
For an optimal management of your demo unit, we
recommend that you specify ‘demo’ in the ‘Product
description’ field. For more information on “how to
register an unit.”
If a unit is not purchased, or used as a demo unit, no
free services or extensions of services can be granted.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
14
EVALUATION UNITS
ONLY FOR IDENTIFIED PROJECTS: Evaluation units
are destined to resellers that have an identified project
with a prospect, which would like to evaluate Fortinet
products prior to purchase. The evaluation unit is
delivered under certain conditions, validated by your
Fortinet local representative.
-
-
-
-
•
Policy overview
Fortinet may decide to let you or the end-user have the
usage of an evaluation unit for 30 days (“Term”).
Upon expiration of the Term, the ‘Evaluator’ must either
return the unit or purchase it. The initial 30 days term
may be extended for an additional 30 days. The total
Term cannot be longer than 90 days.
Evaluation order process
•
Evaluation agreement: Prior to the release of any
evaluation unit, you or your customer must sign an
evaluation agreement.
FORTIGUARD SUBSCRIPTION TRIAL
Anti-Virus - Web content filtering – IPS – Anti-Spam
If a customer has registered a unit without services: It
has the possibility to try one of all of the FortiGuard
services for one month.
If the customer has already registered units and has
subscribed to only some of the FortiGuard services: It
can try the other services for 1 month.
The trial period can be arranged online at
https://support.fortinet.com. Enter login and password,
select ‘View Products’ and choose the unit you would like
to trial the services on. Then click on ‘Try It’.
A customer can try services only once. If the customer
wants to purchase extensions to this trial, please contact
your distributor.
The evaluation agreement includes:
o The term of the evaluation period.
o A statement that if the unit is not returned to
Fortinet within 10 days after the expiration of the
term, you will be responsible for payment of the
full list price of the unit(s).
•
Services
The following services will be activated upon shipment of
an evaluation unit and will expire at the end of the
evaluation term:
o 24x7 Advanced Hardware Replacement
o Firmware upgrade
o Web support
o Anti-Virus FortiGuard subscription
o Anti-Spam FortiGuard subscription
o Content Filtering FortiGuard subscription
o IPS FortiGuard subscription
SOFTWARE AND PRODUCT EVALUATION
TRIALS
Available in www.fortinet.com
Trial Downloads
FortiClient Mobile Security for Symbian OS & Window
Mobile
FortiClient PC Enterprise Edition
FortiClient PC Enterprise Edition x64 (64 bit OS)
Test the security of your database with a free FortiDB 14day trial.
Scan your phone for specific mobile malware with
FortiCleanUp for Symbian
Interactive Web-Based Product Demos
FortiAnalyzer Interactive Web-based Demo
FortiDB Interactive Web-based Product Demo
FortiGate Interactive Web-based Demo
FortiMail Interactive Web-based Demo
FortiManager Interactive Web-based Demo
The online interface is available 24/7, 365 days/year for
FortiGate, FortiManager, FortiAnalyzer.
https://www.fortigate.com
https://www.fortimanager.com
https://www.fortianalyzer.com
Login: demo
Password: name of the product
EMEA Fortinet Partner Guidebook – Version: September-December 2009
15
FOLLOW FORTINET ORDERING PROCESS
FAQ Ordering Process
Why respect of export control rules is important?
•
•
•
•
•
There are stiff civil and criminal penalties for U.S. and
foreign parties violating U.S. export laws
Criminal penalties for willful violations currently include
possibility of imprisonment for 20 years and fines of up to
$1 million per violation or twice the value of the export,
whichever is greater
Civil penalties can include significant fines and/or loss of
export privileges
Collateral effects of violations can result in adverse
publicity, exclusion from participation in U.S. Government
contracts, and restrictions on export/importing into and
out of the United States
Violations of laws, regulations, rules and orders may
subject the violator (you) to individual criminal or civil
liability
What are the mandatory requirements in a Purchase Order?
In order to facilitate a smooth ordering process, where possible, the
details below need to be provided to your distributors. In all PO,
please mention:
•
Your reseller name, Billing address, Shipping address,
Contact person
•
Product description - Product code
•
Quantity
•
Unit price
•
Discount applicable
•
End-user details: contact person name, address, website,
phone (if no website, the line of business)
•
Name of the promotion if applicable
For a contract renewal PO, thanks to add the serial number of the
unit
For a FortiClient PO, thanks to refer to this section for more details
For a Cluster PO, thanks to refer to our HA policy in the following
pages
What product/services fit my customer needs?
In the section “Fortinet service solutions description”, you will find a
recap of our services and products. For more information, your
distributor is here to help you in your ordering process.
What is the FortiClient ordering process?
We recommend you to carefully follow the
communicated in the section “Ordering a FortiClient”.
instructions
EMEA Fortinet Partner Guidebook – Version: September-December 2009
16
EXPORT CONTROL RULES
As a FortiPartner, you are responsible for exporting/importing Fortinet products in accordance with the requirements of the U.S.
Export Administration Regulations, and applicable local/foreign regulations. Factors, such as the specific product, end-user, end-use
and country of ultimate destination, may affect the export licensing requirements. You are urged to consult the U.S. Export Administration
Regulations, the Bureau of Industry & Security’s Export Counseling Division, Customs, and other appropriate resources such as an attorney
or consultant specializing in trade compliance before exporting/importing Fortinet’s products.
Please direct any inquiries to [email protected]
For additional information, please visit Fortinet's Partner Extranet, Global Trade Compliance section under “Notes and other Tools” at:
http://partners.fortinet.com
I. Fortinet does not sell to Embargoed/Sanctioned/Terrorist
supporting countries which are currently:
1. Cuba
2. Iran
3. Liberia
4. Myanmar (Burma)
5. North Korea
6. Sudan
7. Syria
8. Zimbabwe
NOTE: Although no longer embargoed Libya and Iraq are still
highly sensitive and orders require GTC review. Countries listed
above may have broad or narrow sanctions which must be
reviewed.
III. Government end-users – Contact your trade compliance
personnel for Government end-user orders outside of the
EU “license free zone” which is: Austria, Australia, Belgium,
Cyprus, Czech Republic, Estonia, Denmark, Finland, France,
Germany, Greece, Hungary, Ireland, Italy, Japan, Latvia,
Lithuania, Luxembourg, Malta, Netherlands, New Zealand,
Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden,
Switzerland, and United Kingdom.
II. “Sensitive” countries--Contact your trade compliance
personnel regarding business prospects to review
regulatory requirements and avoid unnecessary delays:
1. China
2. Hong Kong
3. India
4. Iraq
5. Israel
6. Pakistan
7. Russia
NOTE: You’ll note that this list contains some countries wherein
you may currently do business. Categorization as “sensitive”
doesn’t mean that you cannot or do not sell to these countries.
It’s just that there may be additional licensing requirements
depending on who the end-user or what the end-use is in these
countries. That’s why we highly encourage you to contact your
trade compliance personnel or Fortinet’s Global Trade
Compliance Department as soon as you are exploring a new
business prospect so that any export regulatory issues can be
addressed early in the deal cycle.
Purchase of Fortinet’s strong encryption products by government
end-users outside of the EU “license free zone” requires that our
Partner’s obtain an export license.
A government end-user is any foreign (Non-U.S.) central,
regional, or local government department, agency or other entity
performing governmental functions; including governmental
research institutions, governmental corporations or their
separate business units…
IV. Proliferation Controls - Avoid unnecessary delays, and
contact your trade compliance personnel regarding all
prospective orders destined for End-Users involved in
designing, developing, producing, stockpiling or supporting
activities in:
1.
2.
3.
4.
Chemical or biological weapons
Nuclear weapons or Power plants
Missiles
Defense/Military
An export license is required before you can legally sell to
entities involved in these lines of business. In many cases there
is a presumption of denial for export licensing in these
categories.
Special note for low-encryption product FortiGate LENC hardware and upgrade keys
We would like to remind our partners that the option to upgrade to high
encryption is time bound and will expire 9 months after the original
LENC hardware shipping date and that all sales are final. This applies
equally to stocking orders.
Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland,
Turkey, United Kingdom
Additionally, local export/import regulations must also be complied
with.
FortiGate LENC Product
FortiGate LENC (Low Encryption) hardware product is classified for
export under U.S. ECCN: 5AA02 - ENC Unrestricted to government
end users. It is a viable alternative to avoid application for U.S.
and/local export licenses for government end users when strong crypto
features are not needed.
Please refer to the FortiGate LENC FAQ available on
partners.fortinet.com for more details related to the LENC product and
LENC License Upgrade Keys and for general information on U.S.
export controls. We recommend you also to consult with your licensed
customs broker, an import/export attorney, or local government
customs and export authorities for export and import regulation
specific to your country.
For Bundle Renewal, FortiCare and FortiGuard options please use the
SKU and pricing for the Non LENC models.
FortiGate LENC Licence Upgrade Key
FortiGate LENC license upgrade keys allow user to upgrade the crypto
features on LENC hardware product to strong crypto. A U.S. Export
license for the Upgrade Key IS REQUIRED under U.S. Export
Administration Regulations (“EAR”) for most government end-users to
upgrade their LENC hardware product with strong encryption. Unless
located in the following “EU License free zone” countries under EAR
encryption regulations:
Australia, Austria, Beligum, Bulgaria, Canada, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece,
Hungary, Iceland, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg,
Malta, Netherlands, New Zealand, Norway, Poland,
Important Note: Although Fortinet has attempted to provide accurate
information in these materials, Fortinet assumes no legal responsibility
for the accuracy or completeness of the information. Please note that
no Fortinet statements herein constitute or contain any legally binding
representation. All materials contained in this publication are subject to
change without notices, and Fortinet reserves the right to change,
modify, transfer, or otherwise this publication without notice.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
17
FORTINET SERVICE SOLUTIONS DESCRIPTION
FORTICARE CONTRACT
Content
Filtering
Anti-Spam
IPS
Anti-Virus
VPN
Traffic
Management
24X7 Phone
Support
P1-P2
24x7
Advanced
Hardware
Replacement
(NBD)
8X5 Email
Support
Firmware
Upgrades
24x7 Comprehensive
FortiCare
8X5
Hardware
Return and
Replace (3
days)
Premium Complete
Content Protection
Bundle
Premium Complete
Content Protection
Bundle
Hardware Premium
Bundle Upgrade to
st
24x7 1 year
Hardware Premium
Bundle Upgrade to
st
24x7 1 year
8x5 Enhanced
FortiCare
Product
Model
♦ = MIN 12
months of
Service
Contract
FORTIGUARD
SERVICES
NEW
♦
♦
-
♦
♦
♦
FortiGate
♦
♦
♦
-
-
-
-
♦
FortiMail
♦
♦
♦
-
-
-
-
♦
FortiGate
♦
♦
♦
♦
♦
-
-
♦
FortiMail
♦
♦
♦
♦
♦
-
-
♦
-
All products
♦
♦
♦
♦
-
♦
♦
-
-
-
-
All products
♦
♦
♦
♦
♦
♦
♦
-
-
-
-
♦
-
♦
♦
Your contact for ordering product is your Distributor
MANDATORY DATA ON YOUR PO
Mandatory data on the Purchase Order (PO) are:
Unit
serial
number
Product
description
Quantity
Your
company
EndUser
details
List
Price
Hardware
-
♦
♦
♦
♦
♦
Bundle
-
♦
♦
♦
♦
♦
Cluster
-
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
♦
-
♦
♦
♦
♦
♦
Order :
FortiGuard/Fo
rtiCare
services
FortiGuard/Fo
rtiCare
renewals
Demo
To
facilitate a smooth ordering process, where possible, these details need to be provided by
resellers to their distributors.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
reseller name
billing address
shipping address
contact person
product description
product code
quantity
unit price
discount applicable
end-user details:
contact person name,
address,
website, (if no website,
the line of business)
phone
name of the promotion if
applicable
All POs for contract renewals must include the serial number of the related units.
All POs must include end user information (name, address, website , activity) as specified in the export control rules
section.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
18
Ordering a FortiClient
www.forticlient.com
Licenses have variable sizing, charged on a per-seat basis. In order to receive appropriate discount pricing, it is important that the
correct SKU be used.
ORDERING INSTRUCTIONS
Individual Licenses
Individual licenses may be purchased using the 1-seat SKU for FortiClient PC End Point Security. If multiple individual licenses are
required, indicate the number required by using the quantity field. If an order line contains the single seat SKU and a quantity of 27,
the customer will receive 27 individual license keys.
Volume Licenses
Volume licenses may be purchased using any of the other FortiClient PC End Point Security SKUs. In this model, purchasing a
quantity of 27 using the SKU for 25-99 seats will result in a single license key allowing the customer to use FortiClient on 27
computers.
If for some reason a customer requires multiple distinct license keys, use separate lines on the order form. Each line on the order
form will result in a unique license key being generated.
Increasing Licensed Seat Count
In order to increase the seat count for a license, an “upgrade” must be purchased along with a renewal for support and service:
If the upgrade is done upon renewal of the existing license, the customer must order the desired seat count increase using the
upgrade SKU as well as a renewal for the new total seat count for the license.
If the upgrade is done mid-contract, the customer must order the desired seat count increase using the upgrade SKU as well
as a co-term renewal for only the new seat count for support and service through to the end of the existing contract.
Decreasing Licensed Seat Count
In order to decrease the seat count for a license, the customer may simply purchase a renewal sized for their desired seat count.
Note that if the customer wishes to increase their seat count again in the future, they may do so with a simple renewal. Only if they
exceed their previous maximum licensed seat count will they be required to follow the instructions above for increasing their licensed
seat count.
MIGRATION INSTRUCTIONS
All existing customers are in the situation of holding licenses purchased under the current licensing scheme and will have to follow a
migration path to move from the old licensing model to the new model.
The migration paths are as follows:
Customers holding a single license key may simply renew them using the correct SKU for their license size, ordering a quantity
that matches their license size or that is smaller. Should they wish to increase the license size, the instructions above for
increasing seat count must be followed.
Customers holding multiple license keys may renew the licenses separately using the standard renewal process.
Customers holding multiple license keys who wish to combine them into a single license key must ask their representative to
have their license keys merged. All license keys to be merged must share the same expiry date. Any with differing expiry dates
will have to be renewed using co-term licensing in order to align the expiry dates.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
19
FAQ Registration
What is the procedure after an RMA?
You or your customer MUST NOT register the new unit, but
go to: https://support.fortinet.com/Login/UserLogin.aspx
Enter Login and password
View products
Select the serial number
Click on ‘add registration’
RMA Replacement: enter the NEW serial number
What to do if a unit is already registered?
You must open a ticket.
As a Partner: Go to: www.fortinet.com
Click on “Partner” and then click on ‘Partner log in’
Enter your ‘user name’ and ‘password’
On ‘Customer Support’ area, click on ‘Online Ticket’
In the ticket, please provide a screenshot of the GUI of this
serial number in order to check if we have the correct one.
We will reply to you shortly.
What to do if licenses of a unit have already started?
In this case, you must contact your distributor and ask for a
quotation for monthly contracts. Beginning dates cannot be
changed.
How to request the transfer of a unit?
You must open a ticket. As a Partner: Go to:
www.fortinet.com
Click on ‘Partner’, and then click on ‘Partner log in’
Enter your ‘user name’ and ‘password’
On “Customer Support” area, click on ‘Online Ticket’
How know when I must renew contracts?
You can use the tool ‘View Products’ in
https://support.fortinet.com. You will receive a reminder
email 90, 60 and 30 days before expiration date.
How to add Sub-Accounts?
Under your existing support account, you can add subaccounts for other people to access your account and view
the registration information.
‘Create Sub-Accounts’
Connect to https://support.fortinet.com with your login
Select ‘My Profile’.
Select ‘Edit Profile
Enter the required information; choose ‘Full Access’ or
‘Limited Access’, and click ‘Add
If you selected ‘Limited Access’, check the units that the
new login should have access to, and click ‘Add’
How to update/delete a Sub-Account?
Connect to https://support.fortinet.com with your login
Select ‘My Profile’
Select ‘Edit Profile’
Click on the sub-account that is to be deleted
Scroll down the bottom of the page to update the changes,
reset the password, or delete the additional login
In the ticket, we need the approval from the account owner to
transfer the unit. Please mention the new email account the
unit does have to be transferred to.
How to add a unit on my existing account?
Enter log in and password in support.fortinet.com
Click on ‘add registration’
Click on “here” on the First paragraph (named: ‘New Fortinet
Product/License Registration’)
Select the ‘product Model’ of the serial number
Enter the serial number you have to register
On ‘Support contract number’ enter the license number if any
‘Product Description’ is a free field
Click on ‘Next’
Use https://support.fortinet.com
to:
Add, view, change registration
Add or renew support contract
for products
Change your support login
Use the knowledge center,
registration help…
How to register a Bundle?
Register your unit, and the services contracts will be
automatically activated.
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FOLLOW FORTINET REGISTRATION PROCESS
WARRANTY AND REGISTRATION OF SERVICES
Customers have 12 months-services from the date of shipment by Fortinet to register the unit.
Once registered, the warranty starts from the registration date and includes the following free services:
•
•
•
1 year of hardware return and repair service
3 months of firmware updates
3 months of web support
If you need to know the shipment date from Fortinet to the distributor, we recommend you to use the tool in the Partner
Extranet called “ Look up ship date”, located in the “ Customer and support services” section.
Registration of unit and warranty
Warranties are only valid for products which have been registered with Fortinet. All registration information is stored in the Fortinet Customer
Support database. All information is strictly confidential. Fortinet does not share this information with any third party for any reason.
Registration of services policy
EMEA Fortinet Partner Guidebook – Version: September-December 2009
21
FIRST TIME REGISTRATION AND CREATION OF A SUPPORT LOGIN
As a FortiPartner, you can register units/services on behalf of your customers. Each time, the end-user name and contact
details must be registered. Fortinet may decide to refrain from providing any support in the event units or services are not
registered under the (correct) end-users’ name and contact details.
We recommend you register the units under your customer’s name and create a sub-account for yourself.
2 possibilities:
1- End-user registers the units itself
Your end-users can register their units and their service contracts themselves online at https://support.fortinet.com.
We remind you that end-users should turn to the reseller for support.
2- Recommended: You register the units under your customer’s name and create a sub-account for you
(or your end-users register the units under its name and create a sub-account for you)
If you need to open, view or monitor a ticket related to a unit managed by you, use https://partners.fortinet.com
Registration of the unit under your customer’s name
Your customer can register the unit itself and then create a sub-account for you: you will then receive an email with
your login. You can register the unit under your customer’s name (be sure to have all the information required) and
then create a sub-account for you.
4. Select the Product Model.
For a first time registration, please collect the
information below:
•
Contact information
First and Last name - Company name
Email address (to which personal username and password are
sent) - Mailing address - Contact phone number
•
Security question and answer
This information is used for password recovery. The security
question should be a simple question that only the end-user
knows the answer to.
•
Model and serial numbers for all products
The serial number is on the label on the bottom of the Fortinet
hardware product.
On FortiGate units the end-user can also view the serial number
from the web-based manager by going to System > Status or
from the CLI using the get system status command.
•
Support contract number (if necessary)
The support contract number (12-digit) for the Fortinet products
being registered
Please consider that during the procedure described
below, you are the one who registers the unit.
1.
Connect to http://www.fortinet.com and click on
‘Support’ then ‘Product registration’
2. Enter contact information of your customer in the
product registration form. Please do not enter your own
information instead of the customer name as this may
lead to problems in the event of an RMA
5. Enter the ‘Serial Number’.
6. If your customer has purchased a support contract for
this Fortinet product, enter the ‘Support Contract
Number’.
If any, continue step 7.
7. Enter a ‘Product Description’, the location or other
identifying information about the unit, as a reminder if it
has multiple units.
8. Choose your name in the drop down list.
9. Select ‘Next’. An alert appears if a support contract
number was not entered
10. Read the service agreement and select ‘Agree’ to
continue.
11. The ‘Product Registration Acknowledgment’ page
appears. The unit is now registered.
Creation of the support login
The Fortinet support username and password will be sent
to the email address provided with the contact
information.
Creation of a sub-account
You must now create a sub-account for you in order
to manage tickets and accounts.
1. Select ‘My Profile’ on the side bar.
2. Select ‘Edit Profile’.
3. Enter the required information; choose ‘Full Access’ or
‘Limited Access’, and click ‘Add’.
4. If you selected ‘Limited Access’, check the units that
the new login should have access to, and click ‘Add’.
3. Provide a
security question and an answer to the security question.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
22
REGISTRATION OF A NEW
PRODUCT
You have your own account and you wish to register
services or units on behalf of your customer:
Go to: https://support.fortinet.com/Login/UserLogin.aspx
•
•
•
•
•
•
•
•
Enter your log in and password
Click on “add registration”
Click on “here” on the First paragraph (named:
New Fortinet Product/License Registration)
Select the “product Model” of your serial number
Enter the serial number you have to register
On “Support contract number” enter the license
number if any
Select the reseller name in the drop down list
Click on “Next”
REGISTRATION: ADD/RENEW A
SUPPORT CONTRACT
1. Connect to https://support.fortinet.com and enter
Fortinet support username and password to log in and
click on ‘View Products’.
2. Select the serial number of the product you want to
update from the ‘Product List’.
3. Under ‘Product/Contract Maintenance’, ‘Add/Renew
Contract’, enter the new licence contract number.
4. Select ‘Add/Renew’.
If the account of your customer is not created, please
proceed as described in the ‘first time registration’
section.
Hardware stand alone with separate support
contracts You must register the unit and the contracts
separately if you want them to be activated.
Demo unit Register your demo unit exactly as you
register a standard unit. Please specify in ‘Product
Description’ field: ‘demo unit’ and name of your
customer for your own follow up.
Bundle Once you register your unit, Forticare and
Fortiguard services will apply automatically. No need to
register your contracts.
Cluster Register the units one by one with respective
related contracts.
5. Read the Agreement and click ‘Agree’.
6. Verify the coverage dates and click ‘Complete
Registration’.
7. The list of registered services is displayed, including
the new support contract information.
EMEA Fortinet Partner Guidebook – Version: September-December 2009
23
VIEW REGISTERED PRODUCTS AND
SUPPORT INFORMATION
For viewing registered products and support
information, you or your customer must:
REGISTRATION TIPS
For any further question about registration, you can use the
tools online located at https://support.fortinet.com
1- Registration help
1. Connect to https://support.fortinet.com and enter your
or customer’s support username and password to log in.
3. Select a product serial number from the ‘Product List’.
The ‘Product Support Details’ page appears, displaying
product and support contract information.
2. Go to the ‘View Products’ page
2- Product registration FAQ
EMEA Fortinet Partner Guidebook – Version: September-December 2009
24
FOLLOW FORTINET RENEWAL PROCESS
Look at this section
to:
Increase your income
revenue generated by
renewals
RENEWAL PROCESS
Please also refer to the section ‘Registration’ and especially to the section on how to create a sub-account for your
company.
1. If a customer doesn’t renew its FortiGuard or FortiCare services, its product will no longer be protected against the
latest threats
2. The end-users receive an email 90, 60 and 30 days before the contract expiration date (see below)
3. The Fortinet renewal team also calls end-users as of 1 month before expiration to remind them to renew their services
and to advise them on what services they might need
4. Fortinet will then inform the reseller about the customers’ desire to renew its services
5. Subsequently, the Fortinet renewal team verifies if the services have indeed been renewed.
In case an end user doesn’t renew its services in time, it will not be held to pay retro-actively for the period during which the services were
expired. The services will re-start the day it activates the services.
Example of an email sent to the end-user 90,60,30 days before expiration date:
Dear M.Smith,
Our records indicate that the following services related to your FortiGate will soon expire.
Unit:
FortiGate Serial Number
FGT1002803035182
Model
FGT100
Registered under name
Vital Cosmetics
Phone number
00 44 163 563 3423
E-mail
[email protected]
Related services:
Service Type
Warranty: Hardware Coverage
FortiCare : Firmware updates & Support & Hardware Coverage
Activation Date
Expiration Date
17 December 2008
18 November 2006
18 November 2006
18 November 2006
17 December 2008
17 December 2008
17 December 2008
Activation Date
Expiration Date
18 November 2006
17 December 2008
FortiGuard AntiSpam
FortiGuard IPS : Attack Definitions Updates
FortiGuard AntiVirus : Virus Definitions Updates
FortiGuard Web Filtering
[……………..Or, if the end-user has a bundle…………………]
Bundle
FortiGate Serial number: FGT1009872445894
Including the following services:
AV, AS, IPS and WF
Support……
The services will no longer be available/updated once expired.
To continue the FortiCare Support and/or the FortiGuard service(s) coverage please:
contact your Fortinet reseller or
email Fortinet at [email protected].
Partner Guidebook – Version: September-December 2009
25
ASSET TRACKING SYSTEM (ATS)
What is the Asset Tracking System?
Table of Contents
Designed for Fortinet resellers that are members of the FortiPartner
Program, the Fortinet Asset Tracking System is a renewal tool whom
main benefits are:
•
Save time
•
Improve your renewal rate
•
Improve your renewal income
For making these benefits real, the system enables you to:
•
Keep easily track of your units
•
View FortiCare/FortiGuard contracts information's
•
View units information's
•
Keep track of the up coming renewals
•
Find Upgrade / Up Sell Opportunities for sales campaigns
•
Get email notifications
•
Pull out easy and relevant reports
CLAIMS SECTION 27
Does an End User have to claim a unit? 27
How do I claim units for 1 customer?
27
How do I claim units for different
customers?27
How can I find all the claims I have already
done?27
ASSETS SECTION 28
How do I find information on a Serial
Number I claimed?28
How can I have an overview of my Up
Coming Renewals?28
How can I search units where I can do an
UpSell or an UpGrade?28
How to access the ATS?
SN / CONTRACT QUERY SECTION 29
•
•
•
URL: https://partners.fortinet.com
Enter your Partner Log In and Password
Click on SN/Contract Query to access the ATS
How do I search info on a non claimed
Unit?29
How do I search info on a non claimed
Contract?29
EMAIL NOTIFICATION SECTION 30
How can I know if an End User selected me
as its partner for a unit I claimed?30
How can I manage the Warning Emails?30
Partner Guidebook – Version: September-December 2009
26
CLAIMS SECTION
New Claims Online:
New Claims in Batch:
Query my Claims:
Does an End User have to claim a unit?
allows you to claim units by customers
allows you to claim units for several customers all in once
allow you to search all your units claimed. Searching by Serial
Number, Claimed date, Customer name, Reseller name, Comment
and Status.
How do I claim units for different customers?
If unit not registered: No, an End User has to claim his partner
by selecting his reseller name while registering the unit.
If unit is already registered: No, the reseller name is already
entered into the Fortinet data base.
How do I claim units for 1 customer?
Click on « Claims »
Click on « New Claim Online »
Enter the Serial Numbers by separating them with a coma on
the « serial number » section
Enter the customer details information (Company Name,
Address…)
Click on « Submit »
The system will then give you the imported details. The
number of units claimed and imported should be the same.
Your units are now claimed under your reseller name
Click on « Claims »
Click on « Claims in Batch »
Click on « Download template excel »
Fill in all requested data's of the excel list
Save this excel file on your computer
Click on « Browse »
Select your excel file
Click on « Upload »
Your units are now claimed under your reseller
name
How can I find all the claims I have already done?
Click on « Claims »
Click in « Query My Claims »
Enter a Serial Number, a claimed date, customer name,
a comment and / or a status to do your search
Click on « submit »
A list corresponding to your search will appear.
This list can be exported in an excel file by clicking
on « Download »
Status definitions:
- Waiting for System Confirmation: Initial status of
claim. Fortinet has not processed the claim yet
(updated each day in our system)
- Confirmed: Customer selected the same reseller
name who claimed the unit
- Not registered: Unit is not registered yet
Fortinet Reconciling: The unit is not registered under
your reseller name. Please open a support ticket at
https://partners.fortinet.com with the subject “ATS”
- De registered: RMA unit
Partner Guidebook – Version: September-December 2009
27
ASSETS SECTION
Query my Asset:
Up Coming Renewals:
Up Sell Opp:
allow you to find information on a Serial Number you claimed.
Possibility to export results on an excel file
allow you to have an up coming renewals overview of your claimed
units. Possibility to export results on an excel file
allows you to find the units where an up sell or upgrade can be
done. Searching options by Support Type, Level of Support, and
Product Model. Possibility to export results on an excel file
How do I find information on a Serial Number I claimed?
How can I search units where I can do an UpSell or an
UpGrade?
Click on « Assets »
Click on « Query My Assets »
Enter a serial number, a product model, a claim comment, a
partner name and / or a customer name to do your search
Click on « Submit »
If you directly click on « Submit », a list of all your units will
come out
Click on « Assets »
Click on « UpSell Opportunities »
Enter a Serial Number, a product model, a claim
comment, a support type, a partner name, and / or an end
user name to do your search
Click on « Submit »
A list corresponding to your search will appear
This list can be exported in an excel file by clicking on
« Download »
A list corresponding to your search will appear
This list can be exported in an excel file by clicking on
« Download »
NB: In order to view the Assets, the reseller MUST have
claimed the unit and its status have to be ‘confirmed’
How can I have an overview of my Up Coming Renewals?
Click on « Assets »
Click on « Up Coming Renewals »
Enter a Serial Number, product model, partner name, end user
name, support level, next expiration date in 30-60 or 90 days,
and / or expiration date from and until to do your search
Click on « Submit »
A list corresponding to your search will appear
This list can be exported in an excel file by clicking on
« Download »
Partner Guidebook – Version: September-December 2009
28
SN / CONTRACT QUERY SECTION
Serial Number:
Contract Number:
allows you to view all serial numbers information without claiming a
unit. No End User details will be displayed.
allows you to view all contract information without claiming a unit.
No End user details will be displayed.
How do I search info on a non claimed Unit?
•
•
•
Click on « SN/Contract Query »
Enter a Serial Number
Click on « Submit »
You will then see the following information:
Current Support Coverage
Warranty Information
Contract Information History
Unit Shipment date
Unit Warranty Type (Demo, Bundle, Standard)
Sales Order #
No End User details will be displayed
Partner Guidebook – Version: September-December 2009
How do I search info on a non claimed Contract?
•
•
•
Click on « SN/Contract Query »
Enter a Contract number
Click on « Submit »
You will then see the following information:
Contract Creation Date
Sales Order #
PO #
Contract Product Code
Serial Number the contracts is registered on
When this contract has been registered
Contracts terms
No End User details will be displayed
29
EMAIL NOTIFICATION SECTION
Email addresses to receive confirmed claim notifications:
you will receive information on this email address when a customer registers a unit by selecting you as a partner,
and that you already claimed this unit.
Email addresses to receive product renewal notifications:
you can chose the customers you want to receive warning emails for and their frequency.
How can I manage the Warning Emails?
How can I know if an End User selected me as its
partner for a unit I claimed?
Click on « Email Notification »
On the « first email section », enter the email address you
will need to receive information on when a customer
selected you as its partner for a unit you claimed
Select the box « Notify me for confirmed claim »
Click on « Confirm »
Click on « Email Notification »
On the « second email section », enter the email address
you will need to receive the warning emails.
Select the box « Notify me for upcoming renewal
opportunities »
Click on « Confirm »
Once a unit is claimed, the reseller can choose for
which customer he wants to receive the warning emails
and choose their frequency (90-60-45- and / or 30 days)
Partner Guidebook – Version: September-December 2009
30
FORTINET POLICIES
DEAD ON ARRIVAL POLICY (DOA)
WARRANTY POLICY
Basic warranty included with each unit beginning from end user
registration date:
•
12 months of warranty (return and replace)
•
90 days of O/S updates,
•
90 days web support, (8x5)
A unit is classified as DOA only if a defect is reported within the
first 30 days of Product Warranty which commences on the
product registration date but not later than 120 days from
shipment.
END OF LIFE PRODUCTS POLICY
(EOL)
REGISTRATION POLICY
•
•
•
If the unit is not registered within 1 year from shipment the
warranty is void
If services contracts are not registered with 1 year from
shipment the services are void.
You can check the shipment date via the partner extranet
under the section “customer service and support” with the
tool, “lookup product ship date”.
Support Policy
The "EOL Support Period" runs sixty (60) months past the Last
Order Date milestone.
Hardware Support Policy
Fortinet will provide hardware repair services and replacement
parts for hardware for up to sixty (60) months from the LOD
milestone as part of a valid warranty or maintenance contract.
DEMONSTRATION POLICY
•
•
•
•
•
•
Reseller must be a current member of the FortiPartner
Program to be authorized to purchase Demo Units
Any unit not originally purchased as a demo unit may not be
converted into a demo unit after the original purchase
All demo units come with 12 months of FortiCare and
FortiGuard
No free extensions of FortiCare or FortiGuard after the first
12 months
Demo units can be resold by the FortiPartner 12 months
after the original ship date
FortiPartner must notify customer support department upon
sale. No free services at resale.
EVALUATION POLICY
•
•
•
•
An eval agreement must be signed by the evaluator before
eval unit release
Eval term is 30 days (term) and maybe extended up to a
maximum Term of 90 days
Upon expiration of the Term, Evaluator must either return the
eval unit or purchase it
The following services will be activated upon shipment of an
eval unit and will expire at the end of the eval term: 24x7
advanced hardware replacement, 24x7 phone support,
Firmware upgrade, Web support, Anti Virus FortiGuard
subscription, Anti Spam FortiGuard subscription, IPS
FortiGuard subscription
Partner Guidebook – Version: September-December 2009
HIGH AVAILABILITY/ CLUSTER POLICY
•
•
•
•
•
•
•
•
•
•
•
•
•
•
The products must be designated as HA at time of initial
purchase. No after the fact conversions will be allowed.
The HA unit must be purchased in the same transaction as
production unit
Only product models FortiGate-110C and above and
FortiMail 400 and 400B only are eligible for HA pricing.
Hardware and Hardware Bundles of the above models are
acceptable
ASM/ADM Modules can be included in the HA pricing with
the purchase of the Cluster
The number of HA units cannot exceed the number of
production units of the same model
For example, if a customer owns 2 production FG-3600As,
they would be limited to a maximum of 2 FG-3600As for HA
FortiCare and FortiGuard services should be the same for
both the production and HA units
Services cannot be transferred back and forth, so identical
support and subscription contracts are required
VDOM: A VDOM license is required for each unit in a HA
cluster. A license key must be generated for each hardware
serial number
FortiClient licenses are not eligible for HA discounts
FortiDB, FortiWeb, FortiScan are not eligible for HA
discounts
FortiAnalyzer and FortiManager are not eligible for a
discount hereunder
FortiMail 2000A, 4000A and blade 5001A are not eligible to
the HA policy
Bundle Multi year offer is not eligible to HA discounts
31
FAQ customer support
How do I access Product and Registration Documentation?
You can view Fortinet product and registration documentation by
accessing the ‘Fortinet knowledge center’. The Fortinet
knowledge center contains ‘how to’ and ‘troubleshooting’
articles, ‘FAQs’, and much more to help in using and
troubleshooting Fortinet products.
You can access to the knowledge center through the partner
extranet.
How to edit a User Profile?
1. Connect to https://support.fortinet.com
2. Select ‘My Profile’
3. Select ‘Edit Profile’
4. Make the required changes to your contact information or your
security question and answer
5. Select ‘Update Profile’
Your changes are saved to the Fortinet Customer Support
database. If you changed your contact information, the changes
are displayed
How to recover a lost support password?
1. Connect to https://support.fortinet.com
2. Select ‘Forgot your password?’
3. Enter your email address and select ‘Submit’
The security question that you entered when you registered is
displayed
4 Enter the answer to your security question and select
‘Get Password’
An email containing a new password will be sent to your email
address. You can use your current username and this password
to log into the Fortinet support website
5. If you cannot answer the question correctly, click the link here
and go to the next page to submit an online ticket by including
the product serial number and the required contact information
6. A web ticket is created and submitted to customer service
who will follow up the ticket and send the password to the
registered email
-
-
-
-
Open a ticket online with your login through
https://partners.fortinet.com for:
Support coverage
If your question is about contracts or support
coverage
Troubleshooting training
If your query is related to the troubleshooting
training available for certified partners
Technical support concern
To monitor the ticket status online, adding your
own comments directly to the ticket.
Units issues
If your unit is already registered
If you want to change the account of a unit
How do I change a support password?
1. Connect to https://support.fortinet.com
2. Enter your Fortinet support username and password to log in
3. Select ‘My Profile’
4. Select ‘Change Password’
5. Enter your current password
6. Enter and confirm a new password
An email is sent to you confirming that your password has been
changed. Use your current username and new password the
next time you log in to the Fortinet support website.
For all further questions, please refer to our Support Reference
Guide available in the partner extranet or ask your Fortinet
representative.
Partner Guidebook – Version: September-December 2009
32
FORTINET CUSTOMER SUPPORT
FORTIPARTNER TECHNICAL SUPPORT REQUIREMENTS
- Be a support partner:
In accordance with the agreement you signed, we expect you to give your end-users technical support. Fortinet is entitled to
refer support-tickets back to a reseller if they are logged directly by end-users. We recommend you to have your support
people follow our Troubleshooting training dedicated to resellers that are willing to improve their Fortinet knowledge. For
more information we refer to the chapter ‘Training and Certification’.
- Be certified:
As a cutting-edge security solution provider, you need to be well-equipped to handle any selling engagement. At Fortinet we
take pride in our training programs and work hard to ensure you are armed with the knowledge necessary to win in the field.
According to your level and your country, and in having the required numbers of FCNSPs, you will be able to benefit of
direct access to the support with your PIN Code and to follow our Troubleshooting training.
-FortiPartners must provide L1-L2 customer support, Fortinet provides L3 support:
•
Handle all initial inquiries
•
Identify the component involved in the problem
•
Obtain the appropriate documentation
•
Address and resolve inquiries relating to basic networking issues, configuration issues, issues with the product
itself and all other basic issues.
When the information is available in our registration database, Fortinet will redirect end-users towards their reseller. In case
of missing information, the redirection will be done towards the distributor.
In order to ensure appropriate redirection, please indicate your reseller’s name during registration process of the
unit/service.
L1 CUSTOMER SUPPORT DEFINITION
L1 Support includes the following request types:
Customer Service requests : Contracts end / start date issues
Quotation requests / Device registration issues
Virtual IP: How to reach my web / ftp / … server in my DMZ from
Internet
Hardware replacement requests
Technical Assistance requests
IPsec: How to configure FortiClient dialup/ A site to site
VPN does not connect
Firmware related: Which firmware should I use? / Which
upgrade path should I follow?
SSL VPNs: How to configure SSL VPNs/ The activeX fails
to install
Information about software maximum values
FDN issues: Can’t download AV / IPS updates/ Wrong
status of my contracts on the dashboard / Can’t connect to
FDN
Logging issues: Unit is not logging
Policy routing: How to use a 2nd internet link
Partner Guidebook – Version: September-December 2009
Web filtering / Anti spam: How to black / white list
Web page / spam email is not blocked
Authentication: Ldap / Radius / local authentication
configuration
Hardware: How to run the HQIP hardware test/ How to
reload a firmware through TFTP/ How to format the flash / disk
33
P1, P2, P3, P4 DEFINITION
The ‘FortiCare Support Partner’ contract defines the support relationship between Fortinet and you as a ‘Support Partner’.
We remind you that phone support after business hours and during the week end with a 24x7 contract is possible if the
issue is evaluated by Fortinet as a P1 case.
P1
P2
Catastrophic impact to mission critical functionality:
Total loss or continuous instabilities of mission critical functionality
Critical traffic impact, major loss of connectivity or vital security flaw
Creation of a hazard or an emergency
Fortinet engagement – resources dedicated 24x7 until resolution or workaround in place
Customer engagement – designated resources available 24x7 with ability to provide required
diagnostic information
Significant impact to mission critical functionality:
Serious loss or frequent instabilities of mission critical functionality
Fortinet engagement – resources dedicated 8x5 until resolution or workaround in place
Customer engagement – designated full-time resources available 8x5 with ability to provide
required diagnostic information
P1-P2 issues
P1-P2
P3
P4
•
Open your ticket through the partner extranet with all necessary information (refer to “ticket requirements”)
•
Call Fortinet Support with your ticket number and ask for a P1 or P2 whatever your contract is (8x5 or 24x7)
We can exceptionally accept a direct call without the creation of a ticket if the engineer is already on site without
internet access.
Minimal impact to major business operations:
Occasional or intermittent instabilities of core functions
Limited traffic impact, loss of connectivity or security exposure
Fortinet engagement – resources committed during normal business hours to provide a resolution
or workaround to restore business operations to acceptable levels
Customer engagement – resources made available during normal business hours with ability to
provide required diagnostic information
Cases involving minor defects to product, documentation or service, or information requests,
or configuration assistance:
Fortinet engagement – to investigate the issue and to provide feedback on the expected resolution
Customer engagement – to provide additional qualification information as requested by Fortinet
DIFFERENCES BETWEEN 8X5 AND 24X7 FORTICARE CONTRACT
The unit concerned has:
As a FortiPartner you can:
a 8x5 FortiCare contract
•
•
•
Open a web ticket from Monday to Friday (partners.fortinet.com)
From 9 am to 6 pm (CET Time zone)
An RMA replacement can be processed as return and replace. Fortinet
must receive the defective unit prior to sending a replacement.
a 8x5 FortiCare contract
and
•
you have a PIN Code
•
•
•
Open a web ticket from Monday to Friday (partners.fortinet.com)
From 9 am to 6 pm (CET Time zone)
Use Fortinet Phone Support with your PIN code from Monday to Friday
– business hours
•
•
•
Open a web ticket from Monday to Friday (partners.fortinet.com)
From 9 am to 6 pm (CET Time zone)
Use Fortinet Phone Support after business hours and during the week
end if P1-P2 (in case the Partner does not operate on a 24x7 basis,
Fortinet EMEA Support offers its assistance to End-Users for critical
issues (P1/P2) occurring out of business hours. The number to be used
to reach Fortinet Support is +33 (0)489 870 555)
An RMA replacement can be processed as advance replacement.
Fortinet executes the replacement prior to receiving the defective unit
Please note that replacement units can only be shipped on regular
business days.
•
•
(delivered as soon as you have the
required number of FCNSP on site)
•
a 24x7 FortiCare contract
•
•
In the case our Partners require further assistance; Fortinet can be involved by the means of FortiCare. The next
chapter will guide you through the ticket creation process and the required documents.
Partner Guidebook – Version: September-December 2009
34
Please note that a complete description of Fortinet Support including case management and service level
agreements is available. This document is named “Customer Service and Support Reference Guide” and can be
found on the partner extranet under “Customer Service & Support” > “Service & Support Policies”.
TICKET CREATION
In order to open a Partner ticket, please go to https://partners.fortinet.com and type in your login and password in order to
authenticate.
Once logged in, click on “Online Support Ticket” as shown below:
You should then fill in the fields with the appropriate
information.
Then,
•
•
•
Submit a new support request (New Ticket)
View the status of pending support requests (Unclosed
Tickets)
See a history of previously handled tickets which have
now been resolved (Closed Tickets)
Under Create Support Ticket, enter a descriptive name for the ticket.
The request type should be set to:
1.
2.
3.
4.
5.
Customer Service for any issue related to contracts and / or device registration
Technical Assistance for any software issue
RMA for any RMA request
DOA RMA for any DOA request
Virus Signature for false positive virus detection or virus pass through issues
The sections hereafter will indicate the required information for each type of tickets.
Partner Guidebook – Version: September-December 2009
35
CUSTOMER SERVICE TICKET
REQUIREMENTS
We refer to “Customer Service ticket” for requests
dealing with:
•
Device registration
•
Contract information/registration
For such request, please open a ticket with the request
type set to “Customer Service”.
When applicable, Customer Service tickets should:
•
Clearly indicate the serial number related to the
request
•
Clearly indicate the contract number related to the
request
•
Be opened with the contract being attached
•
Be opened with the PO being attached
TECHNICAL ASSISTANCE TICKET
REQUIREMENTS
In order for Fortinet to provide you with best quality
support, a ticket must be initially opened with:
1.
A clear problem description
A ticket must deal with a single issue. Do not hesitate
and create several tickets when reporting several issues
on the same unit.
When possible, the description should mention the
working scenario and the non-working scenario.
When related to a complex configuration, the description
should mention the firewall policies and the protection
profiles affected by the problem.
2.
The problem history
The initial description must indicate:
•
If the unit has worked properly before with the
current configuration
•
If the problem appeared after an upgrade. If so,
which firmware was previously running
•
If the problem appeared after a configuration
change. If so, which settings have been modified
•
If other versions have been tested, please indicate
the working and non working firmware
3.
A network diagram
A detailed network diagram must indicate:
•
Each configured Fortinet device interface
(including the interface used for management)
•
All IPs and netmasks of each interface and
attached host(s)
•
The traffic flow and type, which is causing the
problem. Indicate the source and destination
devices. If the responsible traffic flow is not known,
identify all traffic flows of the concerned protocol.
For example, detail the outgoing and incoming
SMTP traffic flow, to and from the email client
Partner Guidebook – Version: September-December 2009
• Identify any relays/proxies/secondary servers which
might be used in your network layout and their
usage. For example, whether a web/ftp client is
configured to first access a proxy, or if two SMTP
email servers are relaying emails to each other
• Identify whether any load balancers are being used,
and for which protocols/ports
• For a transparent mode issue, a layer 2 diagram is
required as well
• For a cluster issue, the cluster cabling information is
required
4.
The configuration file
The one provided must be the latest one.
In case of a working and a non-working scenario, the
configuration file provided must be the one of the nonworking scenario.
When the problem appeared after an upgrade, it is
recommended to also provide the configuration that was
running properly before the upgrade.
When the problem is related to units running in HA mode,
it is recommended to provide the HA settings of the slave
unit. They can be retrieved from the slave’s cli with the
command #get sys ha
When the problem is related to a FortiClient dialup user,
please provide us with the FortiClient version and an
export of the FortiClient settings (.vpl file).
5.
The debug log of the unit
It can be retrieved under System > Maintenance >
Backup & Restore > Advanced.
When the problem is related to units running in HA mode,
the debug log of the master and the slave units must be
submitted. They can be retrieved under System > Config
> HA
6.
A reproduction scenario
In case the problem can be reproduced, please indicate
the steps one has to go through to reproduce and
therefore troubleshoot the problem.
7.
A description and the results of
troubleshooting steps already achieved
the
Please mention any troubleshooting action already
performed and its result.
Please provide the outputs of the debug commands upon
ticket creation. You should clearly indicate how each
debug was retrieved.
For example:
•
The trace sniff_ok.txt was retrieved using the
configuration file named config_ok.cfg and
accessing web site www.fortinet.com
•
The trace sniff_not_ok.txt was retrieved using
the configuration file named config_not_ok.cfg
and accessing web site www.fortinet.com
For further assistance on initial troubleshooting steps and
commands, please go to
http://kc.forticare.com/default.asp?id=2094&SID=&Lang=
1 and/or refer to the information / documentation web site
section.
36
RMA TICKET REQUIREMENTS
An RMA request is made to ask for a defective unit
replacement. Such tickets must be raised with request
type set to “RMA”. A ticket must deal with a single
defective device. In case of several RMA request, several
tickets must be raised.
Please note that replacement units can only be shipped
on regular business days.
For any RMA ticket, please make sure that the following
information is provided upon ticket creation:
1.
2.
3.
4.
5.
The output of the HQIP test
A console capture of the boot process if the unit
does not boot properly
The output of any maintenance operation that
you have performed while trying to recover
An already filled in RMA form. The form can be
downloaded on the Partner extranet under
“Customer Service & Support > Service &
Support Policies”
Download the RMA form and submit along with
ticket creation
For further assistance on troubleshooting hardware
issues, please refer to
http://kc.forticare.com/default.asp?id=1067&SID=&Lang=
1 and follow the link to the Hardware Troubleshooting
Page.
TROUBLESHOOTING TRAINING
TICKET
Please open a ticket via the partner extranet
https://partners.fortinet.com with ‘Troubleshooting
training’ in the subject line and provide name and
contact information of the trainees.
Free Troubleshooting training is dedicated only to
certified FCNSP Partners, this training runs for 5 days
covering the following > subjects:
- Support procedures
- AS/URL filtering
- Policy and routing issues
- HA issues
- VPN issues
- Transparent mode and most common issues
- FSAE
- SIP
On any requirement, we can personalize the training
according to your demand.
Requirements to participate
- Official Fortinet Partner (signed contract)
- Providing support to end customers
- Engineer must have the v3.0/v.4.0 FCNSP certification
DOA TICKET REQUIREMENTS
A DOA request is a request made to replace a device
that was dead on arrival. Prior to claim a DOA
replacement, please note that a unit is classified as DOA
if a defect is reported within the first 30 days of Product
Warranty which commences on the product registration
date but not later than 120 days from shipment.
For such request, please open a ticket with the request
type set to “DOA RMA”.
DOA request tickets should be opened:
•
under the defective serial number (one ticket per
defective equipment)
•
with a copy of the HQIP result when the HQIP can
be run
•
with a copy of the boot message when the HQIP
can’t be run
•
with an already filled in RMA form. The form can be
downloaded on the Partner extranet under
“Customer Service & Support > Service & Support
Policies”.
Please note that replacement units can only be shipped
on regular business days.
Please note that a unit is
classified as DOA only if a
defect is reported within
the first 30 days which
commences on the
product registration date
but not later than 120 days
from shipment
In order to swap the warranty from the defective unit to
the new unit, please send an email to [email protected]
Partner Guidebook – Version: September-December 2009
37
•
-
3 types of support for replacements are offered:
Return & Replacement
Advanced Replacement
Premium RMA services
RMA AND PREMIUM RMA SERVICES
What is a RMA number?
A RMA number is your ticket number once our RMA department has
approved the RMA demand. Fortinet will refuse any shipment if return is not
previously authorized by Fortinet technical support.
When can I ship a defective unit to Fortinet?
8*5 subscription contract: Immediately after reception and completion from
RMA form
24*7 subscription contract: after reception from replacement provided (you
have 30 days before Fortinet invoice company designed in “bill to” zone)
DOA: after reception from replacement provided. (same as 24*7)
Who pays what?
For 24*7 and 8*5: You must send the failed unit to Fortinet at your expense.
Fortinet ships replacement at its expense via ground carrier.
For DOA: Fortinet will bear the cost of shipment for both the return of the
defective unit and the supply of the replacement unit. Fortinet is providing
UPS (united parcel service) prepaid return label for the shipment back.
Shipper will need to call UPS (local contact www.ups.com) to organize
pickup date and time during the 30 days after reception.
All shipments outside Schengen area are done with incoterm “DDU” delivery
duty unpaid. Customer or partner must pay income taxes.
When shipment is done?
For DOA and 24*7: Fortinet handles replacement requests by same
business day shipment if RMA form and all details are received by
Technical support before 4.0 pm (local time).
For 8 * 5: We will ship you a replacement unit within 3 business days after
receipt of the failed unit.
How to declare a defective unit?
When returning defective material, a Pro-forma invoice must be provided
from non-EU countries indicating the Pro-forma invoice is for custom only
with no commercial value. To minimize lead-times, please ensure there is
no mismatch between the logistic documents and the physical goods (in
terms of part reference, serial number and quantity) as this will result in
customs non-conformity. In this case, all original shipping documents have
to be re-issued and expedited to the Customs Office to get the goods
cleared.
How to RMA a spare part (Hard drive – power adapter)?
Ticket must be raised with ticket set to “RMA”. RMA number will be provided
if the device is covered with valid HW contract. Spare part are delivered with
24*7 service.
When a RMA can be refused?
Fortinet has no obligation to:
a) Accept any systems (and/or related parts) which have been damaged in
shipment, or
b) Issue the applicable RMA credit(s) to Company in the event of such
damaged shipments.
Partner Guidebook – Version: September-December 2009
Logistic documents should
include packing list and shipping
invoice with the following
information supplied:
No serial number should
appear on the shipping
invoice
When
returning
defective
material, a Pro-forma invoice
must be provided from non-EU
countries indicating that the Proforma invoice is for custom only
with no commercial value To
minimize lead-times, please
ensure that there is no
mismatch between the logistic
documents and the physical
goods (in terms of part
reference, serial number and
quantity) as this will result in
customs non-conformity. In this
case, all original shipping
documents have to be re-issued
and expedited to the Customs
Office to get the goods cleared.
•
Packing list:
Product Descriptions
Quantity per item
Serial number
Net and gross weight
Quantity of crates or
parcels
RMA form
•
Shipping invoice: Ship to
address
Product Descriptions
Quantity per item
Defective Unit value
Total
value
for
customs only
Currency
Fortinet RMA Department
120 rue Albert Caquot
06560, Sophia Antipolis France
Tel: 33(0)489870555
38
RMA
•
Qualification to apply to the RMA
If the unit is still under warranty…
The end-user is entitled to 1 year of hardware return and replace service following registration. Replacement hardware for
Fortinet distributors and resellers will be sent to the distributor or you, not to the end-user.
If the end-user has a FortiCare contract 8x5 or 24x7 or Premium RMA…
It is eligible to RMA for the period indicated in the contract.
1.
2.
•
How to ship back a unit?
Open a ticket with title: ‘RMA Approval Request’ through the partner extranet. https://partners.fortinet.com (please check
RMA ticket requirements)
Once your request has been processed, the support will send you a RMA form (Return Material Authorization), including
RMA number for you to complete and/or confirm address information. All trouble shooting and failure diagnostics will be
provided and completed separately by Fortinet.
There are 2 ways to send back your unit in accordance with your contract:
If you have a 8x5 - Return & Repair support contract:
“You ship us the defective unit, once we have received it, we replace it”
•
Complete the grey zone of the RMA (Return of Material Authorization) form and attach it in the FortiCare ticket.
•
Send back the faulty unit. Keep all accessories (ethernet cables, mounting brackets, console cable, power cord), do not
ship these back to us. You will have to send only the defective unit to the Fortinet address (also written in the RMA form).
Please, also put a paper copy of your RMA form in your shipment. Stick our "RMA Returning Label" at the corner of the
shipping box.
When we receive the faulty unit, we will fix or ship the replacement unit to the reseller or distributor.
•
If you have a 24x 7 - Advanced Replacement support contract:
“We ship you a replacement unit, then you return the defective unit”
•
•
•
Complete the grey zone of the attached RMA (Return of Material Authorization) form and attach it in the FortiCare
ticket. After our RMA coordinator has approved your RMA request, we will send you the replacement unit by the next
business day.
As soon as you have received the replacement unit, please proceed with the replacement of your defective device.
Send back the faulty unit. Keep all accessories (ethernet cables, mounting brackets, console cable, power cord), do not
ship back to us. You will have to send only the defective unit to the address attached (also written in the RMA form).
Please, also put a paper copy of the RMA form in the shipment and stick our "RMA Returning Label" at the corner of the
shipping box.
Keep all accessories (ethernet
cables, mounting brackets,
console cable, power cord),
Do not ship these back to us.
Do not register the new unit!
Partner Guidebook – Version: September-December 2009
39
THE PREMIUM RMA SERVICES
For more information,
please contact your distributor
or
[email protected]
SUBJECT TO FORTINET APPROVAL AND CERTAIN CONDITIONS
The Premium RMA services is a complement to the 2 existing RMA services (8x5 Return and Replace, 24x7 Advanced
Replacement Next Business Day Delivery) described above.
Premium RMA - Pre-requisites
•
The Premium RMA applies to annual
contracts only
•
24x7 Basic FortiCare service contract is
required
Premium RMA may extend the existing basic
FortiCare contract
Basic FortiCare contract may be purchased at
the same time as Premium RMA service.
-
•
-
-
•
-
End of life (EOL) products are not eligible
for Premium RMA30 days initial set up time
required
The first year of service includes 30 days of set
up and depot stocking
The 30 day set up period is covered by
standard
24X7
advanced
replacement,
including 24x7 technical support
Subsequent renewals provide a full 12 months
of capability.
All orders are subject to pre-approval by
the Fortinet Program Management Office
(PMO):
Service Capability validation
Export Compliance validation.
Partner Guidebook – Version: September-December 2009
40
MARKETING & COMMUNICATION
Fortinet is working with certified partners to help them market our solutions to their customers.
Fortinet provides an online resource called the FortiStore offering a host of branded items and printed collateral. It can
be accessed through the partner extranet without any additional user names or passwords. Our branding guidelines,
Fortinet logo, Fortinet Icons and Fortinet product pictures are also available on the partner extranet for you to use.
Fortinet local offices and Marketing Department are working with certified resellers to generate direct and operational
marketing activities in all territories.
Should you need assistance for a marketing activity to develop Fortinet presence in your territory, please contact your
Fortinet Channel Manager or Country Manager. She/he will coordinate efforts with your Distributor and with Fortinet
Marketing in order to help you run successful campaigns.
Partner Guidebook – Version: September-December 2009
41
PUBLIC RELATIONS / ANALYST RELATIONS GUIDELINES
The following are Fortinet’s guidelines related to public
and analyst relations. As with any Fortinet policy, please
do not hesitate to contact us if you have any questions at
[email protected] or reach out to the EMEA public and
analyst
relations
manager:
Barbara
Maigret:
[email protected] - +33 (0)4 89 87 0552.
The purpose of these guidelines is to ensure that
Fortinet’s brand (product names and trademarks, etc.)
and positioning are described consistently and
appropriately by all partners in order to deliver a
consistent and professional message externally.
•
Fortinet endeavors to assist its partners with their
marketing efforts, and will accommodate partner requests
for Fortinet participation in partner press releases
wherever possible. Fortinet will attempt to provide
partners with suitable executive quotes upon partner’s
request. Please provide as much lead-time, with a
minimum of 10 business days, in making such requests.
Details on Press Release & Quote Review Process
1.
•
Press Releases
2.
Because Fortinet has numerous partners around the
world, we generally will not issue a press release
announcing each new local partner relationship but we
will rather issue press releases highlighting our channel
progress from time to time. Nonetheless, Fortinet
supports its partners’ communications and therefore
encourages them to announce their partnership with
Fortinet.
Also, please be aware that we are very eager to highlight
customer wins. We strongly encourage partners to make
us aware of any customers who would be willing to
publicize their applications and experiences with Fortinet
products and your value-added services. Customer win
announcements are a great vehicle for promoting our
partner relationship and for highlighting the partner’s role
in the customer’s success.
In order to be allowed to issue a press release
announcing the Fortinet relationship or important
customer wins, partners must have a contract signed.
Please be advised that Fortinet must review and approve
all partner press releases that discuss Fortinet products
or the Fortinet relationship prior to the press release
being distributed.
Press Quotes
3.
4.
5.
6.
•
Partners will take responsibility for drafting an initial
press release
When a draft of the release is ready, the primary
contact sends the document to:
[email protected] and your Fortinet Regional
Field Marketing Manager or the regional Channel
Manager
In the initial release review email, the partner should
including the following:
•
Target timeline for release review
•
Target release date (date subject to
Fortinet PR approval)
•
Geography/specific market affected by
the news
•
Primary contact information.
The Fortinet Public Relations staff will review the
release and send it back to the primary contact for
initial comments
Upon agreement by the primary contact to initial
edits of the release, the Fortinet Public Relations
manager will circulate the release for internal
Fortinet approval (including legal). In the event there
are significant changes to the release, the Fortinet
Public Relations Manager will send it back to the
primary contact for review and resolution of any
issues
After receiving final Fortinet legal approval, the
Fortinet Public Relations Manager will send a final
version of the release to the primary contact for wire
distribution arrangements. Please note that Fortinet
reserves the right to post all FortiPartner releases on
its Web site
Industry Analysts
Fortinet has global contracts with several leading analyst
firms and maintains ongoing relationships with industry
analysts in the different regions, including EMEA. If you
receive inquiries on Fortinet from an industry analyst,
please direct him/her immediately to Barbara Maigret.
Please be aware that, according to our corporate
guidelines, we are not allowed to unveil any specific
revenue numbers to industry analysts or media. If you
have any questions related to that issue or any other
issues, please contact us.
Partner Guidebook – Version: September-December 2009
42
TRAINING & CERTIFICATION
How do I get Certified?
>
Fortinet Certified Network Security Administrator
(FCNSA)
201 FortiGate C ourse
Selfpaced or
2 day Classroom Training
>
FCNSA Exam *
(Pearson VUE)
Fortinet Certified Network Security Professional
(FCNSP)
301 FortiGate C ourse
3 day classroom Training
Certification is a requirement in your Fortinet Partner Program. Training
is the first step and certification exam the second one, which main
benefits are direct phone access to our technical support department and
the possibility to follow a free Trouble Shooting training.
Note: If your company doesn’t have the required number of FCNSPs v3.0
according to its status (silver, gold), you will not receive your private PIN Code
giving access to the phone support.
FCNSA Exam *
(P earson VUE)
LIST OF TRAINING
Course 201
FortiGate Multi-Threat Security Systems I - Administration and Content Inspection
2 day hands-on classroom session
Field Experience
>
FCNSP Exam *
(P earson VUE)
FortiMail Specialist
221 FortiMail Course *
2 day Classroom Training
* Indicates mandatory requirements
FortiMail Exam *
(Fortinet O nline Campus)
Course 221
FortiMail Email Filtering
2 day hands-on classroom session
Course 301
FortiGate Multi-Threat Security Systems II - Secured Network Deployment and
Virtual Private Networks
3 days - hands-on classroom session
FCNSP FastTrack Promotion for FortiOS 4.0
(Course # FT40) - Web Training (Fortinet Online Campus)
Available to FCNSPs only – FCNSP Update Training and Exam
FortiDB
Web Training (Fortinet Online Campus)
Advanced Troubleshooting Training
3 day hands-on classroom training
Available to FCNSPs only
Partner Guidebook – Version: September-December 2009
43
FAQ
The following is a list of typical questions and answers relating to Fortinet's Certification program. If these FAQ's do not answer
all your questions, please feel free to send an e-mail message to [email protected]
Courses FAQ's
Do I need to attend the classroom sessions to obtain certification?
Students can bypass both the 201and 301 training courses and opt to
attempt the certification exams anytime.
Registration FAQ's
How do I register for a Fortinet course?
To formally register for a course, the registration form with payment must be
received by Fortinet. Forms can be sent via fax (613 225-9381) or scanned
and sent via email ([email protected]).
Must I take the 201 level classes before taking the 301 level course?
The 201 course is not a prerequisite for the 301 however FCNSA
certification is required for the FCNSP designation.
How will I know my registration has been accepted for a course?
Upon receipt of a registration, a confirmation email is sent to all students.
How can I provide input on Fortinet training classes?
All participants are encouraged to complete an online student survey at
the completion of a class. The online survey can be accessed on the main
training webpage.
Do I need to purchase a FG60 to attend the course? Do I need to bring
my own laptop?
No, Fortinet will provide all equipment and materials required for your training
session (unless otherwise specified).
Does Fortinet offer private training sessions?
Yes, Fortinet can present a private session anywhere in the world. Please
send an email to [email protected] for more information.
How can I find hotels close to the course location I am attending?
A class confirmation and logistics email will be sent to all students 10 days
prior to the start date. This email will identify the location of the class facility,
and provide information on local airports, hotels, etc.
Do you have any self study courses?
The 201 is available as a self-paced course.
Do I need to attend the classroom sessions to obtain certification?
Students can bypass both the 201and 301 training courses and opt to
attempt the certification exams anytime.
Must I take the 201 level classes before taking the 301 level course?
The 201 course is not a prerequisite for the 301 however FCNSA
certification is required for the FCNSP designation.
How can I provide input on Fortinet training classes?
All participants are encouraged to complete an online student survey at
the completion of a class. The online survey can be accessed on the main
training webpage.
Does Fortinet offer private training sessions?
Yes, Fortinet can present a private session anywhere in the world. Please
send an email to [email protected] for more information.
Do you have any self study courses?
The 201 is available as a self-paced course.
Certification FAQ's
How are certification exams administered?
Fortinet exams must be taken in a proctored testing environment. Pearson
VUE is the authorized test vendor for Fortinet. Please visit
www.pearsonvue.com to purchase an exam voucher and schedule your
exam session.
How do I purchase an exam voucher and how much do they cost?
Exam vouchers can be purchased from your Fortinet reseller, your local
ATC, or by visiting the Pearson VUE webpage.
How can I schedule an exam with a pre-purchased exam voucher?
Candidates with a pre-purchased voucher will receive a voucher number
from Fortinet which they can enter at the Pearson VUE website.
If I purchase an exam voucher and fail the test, can I retake the
exam?
A new exam voucher must be purchased for each exam attempt including
retakes. Students who fail the exam can retake the exam after 15 days of
the first attempt. Students failing an exam after 3 attempts will be directed
to a training course.
Once I pass the exam, how long till I receive my certificate?
Certificates are distributed via email within 4 weeks of successfully
completing a certification exam.
Are certification exams based entirely on topics covered in the
recommended training courses?
No. The exam is based on topics from a number of areas including the
recommended training courses, product documentation, white papers, etc.
In addition, the exam will test for knowledge that would only be acquired
by someone who has gained experience working with Fortinet products in
a real-world environment.
Is there a document outlining a course of study to prepare for the
exam?
Yes, the Fortinet Training & Certification "Roadmaps to Success" provides
a suggested list of steps to prepare for exams. Located at:
http://www.fortinet.com/support/training/certification.html
Will I be able to see the questions that I got wrong on the exam? If
so, will I be informed of the correct answers?
Since there is a limited question pool available for the certification exams,
it is not possible to provide this type of information. This would seriously
degrade the integrity of the exams. In order to help candidates understand
where they did well and where they need to improve, exam scores will be
broken down into topic areas covered by the exam and made available to
the students
Partner Guidebook – Version: September-December 2009
44
EXAM SESSION LOCATION
st
Since October 1 2008, Fortinet certification exams is available in thousands of
testing centres in more than 200 countries. The Pearson VUE registration site for
Fortinet exams can be accessed at www.pearsonvue.com/fortinet. Students are
able to register and pay for exams directly at the Pearson VUE site however you
can still contact your ATC for bundle exam vouchers with their training if needed.
Your contact: [email protected]
LIST OF TRAINING
Course 201
FortiGate Multi-Threat Security Systems I - Administration and Content Inspection
2 day hands-on classroom session
Course 221
FortiMail Email Filtering
2 day hands-on classroom session
Course 301
FortiGate Multi-Threat Security Systems II - Secured Network Deployment and
Virtual Private Networks
3 days - hands-on classroom session
FCNSP FastTrack Promotion for FortiOS 4.0
(Course # FT40)
Web Training (Fortinet Online Campus)
Available to FCNSPs only – FCNSP Update Training and Exam
FortiDB
Web Training (Fortinet Online Campus)
Advanced Troubleshooting Training
3 day hands-on classroom training
Available to FCNSPs only
How do I keep my Certification
Current?
To ensure that FCNSAs and FCNSPs
stay up to date with the latest
Fortinet
technologies,
update
exams are required approximately
once a year. This generally
happens when major product
updates occur (such as the current
update to FortiOS 4.0).
FCNSP FastTrack Promotion for
FortiOS 4.0
All FCNSPs are required to update
their certification by taking the
FCNSP Update Exam for FortiOS 4.0.
This exam must be completed
before the end of 2009.
The FastTrack Promotion for FortiOS
4.0 has been developed to ensure
that FCNSP's have a fast and
convenient way to maintain their
qualifications without interruption.
The FastTrack promotion includes:
>
Two 2-hour live "What's New"
web-training sessions.
>
Online access to the FCNSP
update exam
>
Includes 2 exam attempts
(2 X $250 value)
>
Membership in the FastTrack
Forum until December 31, 2009
FCNSPs can sign-up for
FastTrack
Promotion
campus.training.fortinet.com
the
at:
FCNSPs who obtained certification
after Jan. 1 are able to participate
in
the
FastTrack
Promotion
(including the update exam) at no
cost.
Partner Guidebook – Version: September-December 2009
45
TRAINING SESSION LOCATION
Austria
COMPUTERLINKS GmbH
Email: [email protected]
Phone: +43 1 2633160 5107
Exclusive Networks BVBA
Email: [email protected]
Phone: +32 15 305510
Skynet
Email: [email protected]
Phone: +420 724 647 728
Mantrac
Email: [email protected]
Phone: info not yet available
Exclusive Networks
Email: [email protected]
Phone: +33 4 72 72 01 46
Wick Hill
Email: [email protected]
Phone: +49 (0) 40 237301-90
Computerlinks
Email: [email protected]
Phone: +49 (0)89 93099-168
Ingram Micro India Pvt Ltd
Email: Info not yet available
Phone: Info not yet available
Belgium and Luxembourg
Czech Republic
Egypt
France
Germany
India
Israel
InterBit Consulting & Training
Email: [email protected]
Phone: Info not yet available
Italy
Sidin
Email: [email protected]
Phone: 011/2747671
Exclusive Networks
Email: [email protected]
Phone: 0031-492593090
Trygg Data
Email: [email protected]
Phone: +47 815 00 819
Compendium
Email: [email protected]
Phone: (+48 12) 29 28 500
Afina
Email: [email protected]
Phone: +351 210 310 210
Lagercrantz Communication AB
Email: [email protected]
Phone: +46 8 626 41 00
Netherlands
Norway
Poland
Portugal
Sweden
Switzerland
BOLL
COMPUTERLINKS AG Schweiz
Email: [email protected]
Phone: +41 56 437 60 60
Email: [email protected]
Phone: +41 (0)31 938 39 40
Spain
Afina
Email: [email protected]
Phone: +34 91 411 47 85
Mambo Technology
Email: [email protected]
Phone: 902 180 845
Secureway Network Distributors
Email: [email protected]
Phone: + 971 4 375 76 12 & 13
COMPUTERLINKS Training
Email: [email protected]
Phone: +44 (0) 870 443 9099
MUK
Email: [email protected]
Phone: +380 (44) 492-29-29 (*371)
UAE
UK
UKRAINE
Partner Guidebook – Version: September-December 2009
46
Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
FAQ partner extranet
1.
How do I access the partner extranet?
Login information (user nam e and password) to access the
partner extranet is provided via email once your company has
been accepted to join the FortiPartner Program. The welcome
email is sent to the person in your organization who sent the
application online through www.fortinet.com/partners/fpp. This
individual will be considered the primary contact for the partner
organization unless otherwise requested after the initial signup. The primary contact for each partner can add additional
associates in their organization for access to the Fortinet
partner extranet.
2.
How do others in my organization access the
partner extranet?
All personnel in your organization are eligible to access the
partner extranet. To add an individual or individuals the primary
contact within the organization simply goes to the “Add
Associates” link of the partner extranet and adds each
individual assigning them their user name and password, or
just the user name and the system will create the password.
Each associate will receive a welcome email with their
assigned user name and password for the partner extranet.
Associates will not have the tab for adding new individuals
unless they are edited to be a primary contact. If you would like
to change primary contacts within your organization, please
email us at [email protected]
3.
How do I recover a lost partner password?
Send an email to [email protected]
4.
Do I have to use partners.fortinet.com for
opening a technical ticket?
Yes. As a partner, the only way to have priority in the treatment
of your tickets is to open a technical ticket via
partners.fortinet.com. This is highly recommended.
5.
Where can I find Marketing and Sales materials in
the partner extranet?
In the section “sales tools”, you will find updated presentations,
quick datasheets, FAQs and all brochures about our range of
products. If you would like to have more information on these
materials, you can send an email to [email protected]
FAQ try Fortinet products and services
6.
What services do I have with a demo unit?
All demo units purchased after July 1 2009, come complete
with Fortinet’s 8X5 FortiCare (support and maintenance) and
FortiGuard services for 12 months from the time of shipment.
These services are automatically activated upon unit
registration.(Before this date, demo unit came with FortiCare
and FortiGuard contracts for 24 months).
For more information, please refer to the section called
‘Services available with a demo unit’.
7.
I would like to resell a demo unit to a customer as
a standard unit, what is the procedure?
You can resell a demo unit purchased after January 1 2008, 12
months after the original shipping date. Upon the resale of any
demo unit, you must notify Fortinet and services will be
deactivated. Please send an email to [email protected]
specifying the serial number of the unit and contact details of
your customer. After resale, support, maintenance and
subscriptions will have to be purchased as renewals by your
customer.
8.
you will be responsible for payment of the full list price of the
unit(s).
For more information, please refer to the section ‘Evaluation
units’..
10. Can I try FortiGuard services?
Yes. The trial period can be arranged online at
https://support.fortinet.com. Enter login and password, select
‘View Products’ and choose the unit you would like to trial the
services on during a one month period. Then click on ‘Try It’.
11. Is it possible to try FortiClient?
Please visit the fortinet.com website
(http://www.fortinet.com/leads/action/leadRequest.do?categoryI
d=30) to obtain an evaluation copy of FortiClient.
What is the difference between an evaluation unit
and a demonstration unit?
A demo unit is purchased and owned by the reseller. An
evaluation unit is owned by Fortinet. Fortinet can make
evaluation unit available for identified project for a limited
period of time, after which the unit must be returned to Fortinet.
9.
I would like to propose to my customer to
evaluate a unit prior to the purchase. What is the
procedure?
You must contact your Fortinet contact and submit your
demand. After approval, you or your customer will sign an
evaluation agreement.
The evaluation agreement includes the term of the evaluation
period and a statement that if the unit is not returned to Fortinet
within 10 days after the expiration of the term, if not extended,
Partner Guidebook – Version: September-December 2009
47
Frequently Asked Questions
FAQ ordering process
12. Why respect of export control rules is important?
•
•
•
•
•
There are stiff civil and criminal penalties for U.S.
and foreign parties violating U.S. export laws
Criminal penalties for willful violations currently
include possibility of imprisonment for 20 years and
fines of up to $1 million per violation or twice the
value of the export, whichever is greater
Civil penalties can include significant fines and/or
loss of export privileges
Collateral effects of violations can result in adverse
publicity, exclusion from participation in U.S.
Government
contracts,
and
restrictions
on
export/importing into and out of the United States
Violations of laws, regulations, rules and orders may
subject the violator (you) to individual criminal or civil
liability
13. What do I have to do if I want to export Fortinet
products?
As a FortiPartner, you are responsible for exporting/importing
Fortinet products in accordance with the requirements of the
U.S. Export Administration Regulations, and applicable
local/foreign regulations. Factors, such as the specific product,
end-user, end-use and country of ultimate destination, may
affect the export licensing requirements. You are urged to
consult the U.S. Export Administration Regulations, the Bureau
of Industry & Security’s Export Counseling Division, Customs,
and other appropriate resources such as an attorney or
consultant specializing in trade compliance before
exporting/importing Fortinet’s products. Please direct any
inquiries to [email protected]
14. Where can I find manufacturer certification?
Please login in the partner extranet via partners.fortinet.com
and look at the section at the left bottom of the screen called
‘Certification’. You will find information about CE | FCC | ICSA |
UL | and others
15. What are the mandatory requirements in a
Purchase Order?
In order to facilitate a smooth ordering process, where
possible, the details below need to be provided to your
distributors. In all PO, please mention:
•
Your reseller name, Billing address, Shipping
address, Contact person
•
Product description - Product code
•
Quantity
•
Unit price
•
Discount applicable
•
End-user details: contact person name, address,
website, phone (if no website, the line of business)
•
Name of the promotion if applicable
•
For a contract renewal PO, thanks to add the serial
number of the unit.
16. What product/services fit my customer needs?
In the section ‘Fortinet services solutions description’
you will find a recap of our services and products.
For more information, your distributor is here to help
you in your ordering process.
FAQ renewal process and Asset Tracking System (ATS)
17. What is the renewal process within Fortinet?
•
•
•
•
•
The end-users receive an email 90, 60 and 30 days
before the contract expiration date
The Fortinet renewal team also calls end-users as of
1 month before expiration to remind them to renew
their services and to advise them on what services
they might need
Fortinet will then inform the reseller about the
customers’ desire to renew its services
Subsequently, the Fortinet renewal team verifies if
the services have indeed been renewed.
For more information: [email protected]
20. Does an End User have to claim a unit in the
ATS?
•
•
21. How do I claim units for 1 customer in the ATS?
•
•
•
18. What is the Asset Tracking System?
Designed for Fortinet resellers that are members of the
FortiPartner Program, the Fortinet Asset Tracking System
is a renewal tool whom main benefits are:
•
Save time
•
Improve your renewal rate
•
Improve your renewal income
For
to:
•
•
•
•
•
•
•
making these benefits real, the system enables you
Keep easily track of your units
View FortiCare/FortiGuard contracts information's
View units information's
Keep track of the up coming renewals
Find Upgrade / Up Sell Opportunities for sales
campaigns
Get email notifications
Pull out easy and relevant reports
19. How to access the ATS?
•
•
•
URL: https://partners.fortinet.com
Enter your Partner Log In and Password
Click on SN/Contract Query to access the ATS
•
•
•
•
Click on « Claims »
Click on « New Claim Online »
Enter the Serial Numbers by separating them with a
coma on the « serial number » section
Enter the customer details information (Company
Name, Address…)
Click on « Submit »
The system will then give you the imported details.
The number of units claimed and imported should be
the same.
Your units are now claimed under your reseller name
22. How do I claim units for different customers in
the ATS?
23.
•
•
•
•
•
•
•
•
Click on « Claims »
Click on « Claims in Batch »
Click on « Download template excel »
Fill in all requested data's of the excel list
Save this excel file on your computer
Click on « Browse »
Select your excel file
Click on « Upload »
Your units are now claimed under your reseller name
24. How can I find all the claims I have already done
in the ATS?
•
•
•
Partner Guidebook – Version: September-December 2009
If unit not registered: No, an End User has to claim
his partner by selecting his reseller name while
registering the unit
If unit is already registered: No, the reseller name is
already entered into the Fortinet data base.
Click on « Claims »
Click in « Query My Claims »
Enter a Serial Number, a claimed date, customer
name, a comment and / or a status to do your search
48
Frequently Asked Questions
•
•
•
Click on « submit »
A list corresponding to your search will appear.
This list can be exported in an excel file by clicking
on « Download »
25. How do I find information on a Serial Number I
claimed in the ATS?
•
•
•
•
•
•
•
•
Click on « Assets »
Click on « Query My Assets »
Enter a serial number, a product model, a claim
comment, a partner name and / or a customer name
to do your search
Click on « Submit »
If you directly click on « Submit », a list of all your
units will come out
A list corresponding to your search will appear
This list can be exported in an excel file by clicking
on « Download »
NB: In order to view the Assets, the reseller MUST
have claimed the unit and its status have to be
‘confirmed’
26. How can I have an overview of my Up Coming
Renewals in the ATS?
•
•
•
•
•
•
Click on « Assets »
Click on « Up Coming Renewals »
Enter a Serial Number, product model, partner name,
end user name, support level, next expiration date in
30-60 or 90 days, and / or expiration date from and
until to do your search
Click on « Submit »
A list corresponding to your search will appear
This list can be exported in an excel file by clicking
on « Download »
27. How can I search units where I can do an UpSell
or an UpGrade in the ATS?
•
•
•
•
•
•
Click on « Assets »
Click on « UpSell Opportunities »
Enter a Serial Number, a product model, a claim
comment, a support type, a partner name, and / or
an end user name to do your search
Click on « Submit »
A list corresponding to your search will appear
This list can be exported in an excel file by clicking
on « Download »
•
•
•
•
•
•
•
•
•
•
29. How do I search info on a non claimed Contract
in the ATS?
•
•
•
•
•
•
•
•
•
•
•
•
Click on « SN/Contract Query »
Enter a Contract number
Click on « Submit »
You will then see the following information:
Contract Creation Date
Sales Order #
PO #
Contract Product Code
Serial Number the contracts is registered on
When this contract has been registered
Contracts terms
No End User details will be displayed
30. How can I know if an End User selected me as its
partner for a unit I claimed in the ATS?
•
•
•
•
Click on « Email Notification »
On the « first email section », enter the email
address you will need to receive information on when
a customer selected you as its partner for a unit you
claimed
Select the box « Notify me for confirmed claim »
Click on « Confirm »
31. How can I manage the Warning Emails in the
ATS?
•
•
•
•
•
28. How do I search info on a non claimed Unit in the
ATS?
•
Enter a Serial Number
Click on « Submit »
You will then see the following information:
Current Support Coverage
Warranty Information
Contract Information History
Unit Shipment date
Unit Warranty Type (Demo, Bundle, Standard)
Sales Order #
No End User details will be displayed
Click on « Email Notification »
On the « second email section », enter the email
address you will need to receive the warning emails.
Select the box « Notify me for upcoming renewal
opportunities »
Click on « Confirm »
Once a unit is claimed, the reseller can choose for
which customer he wants to receive the warning
emails and choose their frequency (90-60-45- and /
or 30 days)
Click on « SN/Contract Query »
FAQ Fortinet policies
32. What is Fortinet warranty policy?
Basic warranty included with each unit beginning from end user registration date:
•
12 months of warranty (return and replace)
•
90 days of O/S updates,
•
90 days web support, (8x5)
33. What is Fortinet registration product and services policy?
•
•
If the unit is not registered within 1 year from shipment the warranty is void
If services contracts are not registered with 1 year from shipment the services are void.
34. What is Fortinet demonstration policy?
•
•
•
•
•
•
•
Reseller must be a current member of the FortiPartner Program to be authorized to purchase Demo Units
Units must be processed and sold as ‘demo’ when originally shipped from Fortinet
No other units qualify for complimentary services. In addition, any unit not originally purchased as a demo unit may not be
converted into a Demo unit after the original purchase
All demo units come with 12 months of FortiCare and FortiGuard
No free extensions of FortiCare or FortiGuard after the first 12 months
Demo units must be resold by the FortiPartner 12 months after the original ship date
FortiPartner must notify customer support department upon sale. No free services at resale.
Partner Guidebook – Version: September-December 2009
49
Frequently Asked Questions
35. What is Fortinet evaluation policy?
•
An eval agreement must be signed by the evaluator before eval unit release
•
Eval term is 30 days (term) and maybe extended up to a maximum Term of 90 days
•
Upon expiration of the Term, Evaluator must either return the eval unit or purchase it
•
The following services will be activated upon shipment of an eval unit and will expire at the end of the Eval Term: 24x7
advanced hardware replacement, 24x7 phone support, Firmware upgrade, Web support, Anti Virus FortiGuard subscription,
Anti Spam FortiGuard subscription, IPS FortiGuard subscription
36. What is a dead on arrival (DOA)?
A unit is classified as DOA only if a defect is reported within the first 30 days of Product Warranty which commences on the product
registration date but not later than 120 days from shipment.
37. What is Fortinet end of life products policy (EOL)?
Support Policy : The ‘EOL Support Period’ runs sixty (60) months past the Last Order Date milestone.
Hardware Support Policy : Fortinet will provide hardware repair services and replacement parts for hardware for up to sixty (60) months
from the LOD milestone as part of a valid warranty or maintenance contract.
The full list of our Fortinet products that have announced End-of-Life (EOL) milestones is available in our website with The Fortinet
Product Life Cycle Policy. http://www.fortinet.com/support/products_eol.html.
38. What is Fortinet HA (cluster) policy?
•
•
•
•
•
•
•
•
•
•
•
•
The products must be designated as HA at time of initial purchase. No after the fact conversions will be allowed
The HA unit must be purchased in the same transaction as production unit
Only product models FortiGate-110C and above and FortiMail 400 and above are eligible for HA pricing
Hardware and Hardware Bundles of the above models are acceptable
FortiAnalyzer and FortiManager are not included in the program
ASM/ADM Modules can be included in the HA pricing with the purchase of the Cluster
The number of HA units cannot exceed the number of production units of the same model
For example, if a customer owns 2 production FG-3600As, they would be limited to a maximum of 2 FG-3600As for HA
FortiCare and FortiGuard services should be the same for both the production and HA units
Services cannot be transferred back and forth, so identical support and subscription contracts are required
VDOM: A VDOM license is required for each unit in a HA cluster. A license key must be generated for each hardware serial
number
FortiClient licenses are not eligible for HA discounts.
FAQ customer support
39. How do I access Product and Registration Documentation?
You can view Fortinet product and registration documentation by accessing the ‘Fortinet knowledge center’. The Fortinet knowledge center
contains ‘how to’ and ‘troubleshooting’ articles, ‘FAQs’, and much more to help in using and troubleshooting Fortinet products.
You can access to the knowledge center through the partner extranet.
40. How do I access and register for the Technical Forum?
1. Connect to https://support.fortinet.com with your support login
2. Select ‘Technical Forum’
3. Click ‘Register’ to register your membership for the Technical Forum
4. Forum Agreement appears; read the agreement and check ‘Agree’
5. Enter the required information to complete the registration
6. An email will be sent to your registered email asking you to confirm your email address; please click on the link provided to verify your
email address and complete the registration process.
41. How to edit a User Profile?
1. Connect to https://support.fortinet.com
2. Select ‘My Profile’
3. Select ‘Edit Profile’
4. Make the required changes to your contact information or your security question and answer
5. Select ‘Update Profile’
Your changes are saved to the Fortinet Customer Support database. If you changed your contact information, the changes are displayed.
42. How to recover a lost support password?
1. Connect to https://support.fortinet.com and Select ‘Forgot your password?’
2. Enter your email address and select ‘Submit’ - The security question that you entered when you registered is displayed
3. Enter the answer to your security question and select ‘Get Password’ - An email containing a new password will be sent to your email
address.
4. If you cannot answer the question correctly, click the link here and go to the next page to submit an online ticket by including the product
serial number and the required contact information. A web ticket is created and submitted to customer service who will follow up the ticket
and send the password to the registered email
43. How do I change a support password?
1. Connect to https://support.fortinet.com and enter your Fortinet support username and password to log in
2. Select ‘My Profile’
3. Select ‘Change Password’ and enter your current password
4. Enter and confirm a new password - An email is sent to you confirming that your password has been changed. Use your current
username and new password the next time you log in to the Fortinet support website.
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50
Frequently Asked Questions
44. What is L1 support?
L1 Support includes the following request types:
•
Customer Service requests. The following are given
as examples:
Contracts end / start date issues
Quotation requests
Device registration issues
•
Hardware replacement requests
•
Technical Assistance requests. The following are
given as examples:
Firmware related: Which firmware should I use?
Which upgrade path should I follow?
Information: About software maximum values
FDN issues: Can’t download AV / IPS updates, Wrong
status of my contracts on the dashboard, Can’t
connect to FDN
Logging issues: Unit is not logging
Policy routing: How to use a 2nd internet link
Virtual IP: How to reach my web / ftp / … server in my DMZ from
Internet
IPsec: How to configure FortiClient dialup, A site to site VPN
does not connect
SSL VPNs: How to configure SSL VPNs, The ActiveX fails to
install
Web filtering / Anti spam: How to black / white list, Web page /
spam email is not blocked
Authentication: Ldap / Radius / local authentication configuration
Hardware: How to run the HQIP hardware test, How to reload a
firmware through TFTP, How to format the flash / disk
FAQ RMA
45. What is RMA number?
A RMA number is the same as your ticket number once our RMA department has approved the RMA
demand. Fortinet will refuse any shipment if return is not previously authorized by Fortinet technical
support.
46. When can you ship defective to Fortinet?
8*5 subscription contract: Immediately after reception and completion from RMA form
24*7 subscription contract: after reception from replacement provided (you have 30 days before Fortinet
invoice company designed in “bill to” zone)
DOA: after reception from replacement provided. (same as 24*7)
47. Who pay what?
For 24*7 and 8*5: You must send the failed unit to Fortinet at your expense. Fortinet ships replacement at
its expense via ground carrier.
For DOA: Fortinet will bear the cost of shipment for both the return of the defective unit and the supply of
the replacement unit. Fortinet is providing UPS (united parcel service) prepaid return label for the
shipment back. Shipper will need to call UPS (local contact www.ups.com) to organize pickup date and
time during the 30 days after reception.
All shipments outside Schengen area are done with incoterm “DDU” delivery duty unpaid. Customer or
partner must pay income taxes.
48. When shipment is done?
For DOA and 24*7: Fortinet handles replacement requests by same business day shipment if RMA form
and all details are received by Technical support before 4.0 pm (local time).
For 8 * 5: We will ship you a replacement unit within 3 business days after receipt of the failed unit.
49. How to declare defective unit?
When returning defective material, a Pro-forma invoice must be provided from non-EU countries
indicating the Pro-forma invoice is for custom only with no commercial value. To minimize lead-times,
please ensure there is no mismatch between the logistic documents and the physical goods (in terms of
part reference, serial number and quantity) as this will result in customs non-conformity. In this case, all
original shipping documents have to be re-issued and expedited to the Customs Office to get the goods
cleared.
50. How to get an RMA for a spare part (Hard drive – power adapter)?
Ticket must be raised with ticket set to “RMA”. RMA number will be provided if the device is covered with
valid HW contract. Spare parts are delivered with 24*7 service.
51. When RMA can be refused?
Fortinet has no obligation to:
a) Accept any systems (and/or related parts) which have been damaged in shipment, or
b) Issue the applicable RMA credit(s) to Company in the event of such damaged shipments.
FAQ Training and certification
Partner Guidebook – Version: September-December 2009
51
Frequently Asked Questions
52. What is a PIN Code?
A PIN Code is free direct phone access to our customer support. In order to get a PIN Code, your company must have the required number
of FCNSPs on site according to their level in our FortiPartner Program (Gold, Silver). Our technical support department will provide you with
a fast technical resolution to your technical problems by direct phone dialog with Fortinet Level 2 support expertise.
53. What are the benefits of being FCNSP?
2 main benefits: A Direct phone access to our customer support department and the possibility to follow free troubleshooting training on lab.
54. How do I get certified FCNSP?
Please contact either your Authorized Training Center (list attached) or contact [email protected]
55. I've lost my PIN Code, who can I contact?
You can send an email to [email protected]
56. I am FCNSP but I didn't get my PIN Code
The delivery of PIN Code is under condition that your company has the required number of certified engineers as per their partner
agreement. As soon as you company will complete all requirements, you will receive your PIN Code.
57. Who can I contact for more information about training and certification?
please contact [email protected]
58. How do I keep my Certification Current?
To ensure that FCNSAs and FCNSPs stay up to date with the latest Fortinet technologies, update exams are required approximately once a
year. This generally happens when major product updates occur (such as the current update to FortiOS 4.0).
59. FCNSP FastTrack Promotion for FortiOS 4.0
All FCNSPs are required to update their certification by taking the FCNSP Update Exam for FortiOS 4.0. This exam must be completed
before the end of 2009. The FastTrack Promotion for FortiOS 4.0 has been developed to ensure that FCNSP's have a fast and convenient
way to maintain their qualifications without interruption. FCNSPs can sign-up for the FastTrack Promotion at: campus.training.fortinet.com
FCNSPs who obtained certification after Jan. 1 are able to participate in the FastTrack Promotion (including the update exam) at no cost.
60. Do I need to attend the classroom sessions to obtain certification?
Students can bypass both the 201and 301 training courses and opt to attempt the certification exams anytime.
61. Must I take the 201 level classes before taking the 301 level course?
The 201 course is not a prerequisite for the 301 however FCNSA certification is required for the FCNSP designation.
62. How can I provide input on Fortinet training classes?
All participants are encouraged to complete an online student survey at the completion of a class. The online survey can be accessed on
the main training webpage.
63. Does Fortinet offer private training sessions?
Yes, Fortinet can present a private session anywhere in the world. Please send an email to [email protected] for more
information.
64. Do you have any self study courses?
The 201 is available as a self-paced course.
65. Do I need to attend the classroom sessions to obtain certification?
Students can bypass both the 201and 301 training courses and opt to attempt the certification exams anytime.
66. Must I take the 201 level classes before taking the 301 level course?
The 201 course is not a prerequisite for the 301 however FCNSA certification is required for the FCNSP designation.
67. How can I provide input on Fortinet training classes?
All participants are encouraged to complete an online student survey at the completion of a class. The online survey can be
accessed on the main training webpage.
68. Does Fortinet offer private training sessions?
Yes, Fortinet can present a private session anywhere in the world. Please send an email to [email protected] for more
information.
69. Do you have any self study courses?
The 201 is available as a self-paced course.
70. How do I register for a Fortinet course?
To formally register for a course, the registration form with payment must be received by Fortinet. Forms can be sent via fax (613
225-9381) or scanned and sent via email ([email protected]).
71. How will I know my registration has been accepted for a course?
Upon receipt of a registration, a confirmation email is sent to all students.
Partner Guidebook – Version: September-December 2009
52
Frequently Asked Questions
72. How can I find hotels close to the course location I am attending?
A class confirmation and logistics email will be sent to all students 10 days prior to the start date. This email will identify the
location of the class facility, and provide information on local airports, hotels, etc.
73. How do I purchase an exam voucher and how much do they cost?
Exam vouchers can be purchased from your Fortinet reseller, your local ATC, or by visiting the Pearson VUE webpage.
74. How can I schedule an exam with a pre-purchased exam voucher?
Candidates with a pre-purchased voucher will receive a voucher number from Fortinet which they can enter at the Pearson VUE
website.
75. If I purchase an exam voucher and fail the test, can I retake the exam?
A new exam voucher must be purchased for each exam attempt including retakes. Students who fail the exam can retake the
exam after 15 days of the first attempt. Students failing an exam after 3 attempts will be directed to a training course.
76. Once I pass the exam, how long till I receive my certificate?
Certificates are distributed via email within 4 weeks of successfully completing a certification exam.
77. Are certification exams based entirely on topics covered in the recommended training courses?
No. The exam is based on topics from a number of areas including the recommended training courses, product documentation,
white papers, etc. In addition, the exam will test for knowledge that would only be acquired by someone who has gained
experience working with Fortinet products in a real-world environment.
78. Is there a document outlining a course of study to prepare for the exam?
Yes, the Fortinet Training & Certification "Roadmaps to Success" provides a suggested list of steps to prepare for exams.
Located at: http://www.fortinet.com/support/training/certification.html
79. Will I be able to see the questions that I got wrong on the exam? If so, will I be informed of the correct answers?
Since there is a limited question pool available for the certification exams, it is not possible to provide this type of information. This
would seriously degrade the integrity of the exams. In order to help candidates understand where they did well and where they
need to improve, exam scores will be broken down into topic areas covered by the exam and made available to the students
Partner Guidebook – Version: September-December 2009
53
Austria
Office Park I, Top B02
A 1300 Wien
Austria
Sales: +43 1 22787 120
Fax: +43 1 22787 200
Belgium/Luxembourg
Regus Airport Building
Bessenveldstraat 25
1831 Diegem - Brussels
Belgium
Sales: +32 (0)2 716 49 27
Fax: +32 (0)2 716 47 27
France
4 Place de la Defense
92974 Paris La Défense Cedex
France
Sales: +33-1-5858-2864
Fax: +33-1-5858-0025
Germany
Feringapark
Feringastrasse 6
85774 München-Unterföhring
Germany
Sales: +49-89-99216-300
Fax: +49-89-99216-200
Italy
Via del Casale Solaro, 119
00143 ROMA
Italy
Sales: +39 06-51573-330
Fax: +39 06-51573-390
Poland
Metropolitan
Pl. Pilsudskiego 3
00-078 Warsaw, Poland
Sales: +48 22 449 00 29
Fax: +48 22 449 00 01
Spain
Camino Cerro de los Gamos,
1. Edificio 1. Pl. 1
28224 Pozuelo de Alarcón
Madrid - Spain
Sales: +34 91 790 11 16
Fax: +34 91 790 11 12
Sweden
Frösundaviks allé 15, 4 tr
169 70 Solna - Sweden
Sales: +46-8-655-2696
Fax: +46-8-655-2610
Switzerland
Seefeldstrasse 69
8008 Zurich - Switzerland
Sales: +41 43-488-3756
Fax: +41 43-488-3500
The Netherlands
Hardwareweg 4
3821 BM Amersfoort
The Netherlands
Sales: +31 33 454 67 50
Fax: +31 33 454 66 66
United Kingdom
Fortinet (UK) Ltd.
Suite 401
St Clements House
27-28 Clements Lane
London EC4N 8UZ
Sales: +44 (0) 2032079029
Fax: +44 (0) 2032079129
United Arab Emirates
218 Canon Building-9
500640 Dubai
United Arab Emirates
Sales: +971 50 552 7097
Fax: + 971 43 918 738
EMEA Support/RMA - Marketing
120, rue Albert Caquot
06410 Biot- Sophia Antipolis
France
Sales Support: +33-4-8987-0510
Tech Support: +33-4-8987-0555
Fax: +33-4-89-87-05-01
FORTINET CONTACTS
SALES / CHANNEL
Orders - Please contact your distributor or your Fortinet local representative
Contract Renewal [email protected] +33 4 8987 0544
Export rules
[email protected]
Your contacts:
Belgium: Filip Savat
France: Agnès Blinière
Germany: Joerg von der Heydt
The Netherlands: Marc Jepkes
Switzerland, Austria Central Europe: Sandhya Prabhu
Israel, Greece: Isaac Boccara
Bulgaria, Serbia, Albania: Isaac Boccara
Italy: Giorgio d’Armento
Nordics: Franck Bernard / Matias Cuba
Poland, Belarus, Ukraine: Mariusz Rzepka
Russia: Luca Simonelli
Spain, Portugal: Acacio Martin
South Africa: Perry Hutton
Turkey: Derya Aksoy
UAE: Judhi Praseyto
UK, Ireland: Simon Haylock
SUPPORT
Customer Support / Customer services - Administrative questions
Phone: +33 4 8987 0555
Serial Number look ups
Licensing Enquiries on Existing Customer Equipment via raising a Ticket on
Partner Portal
Questions relating to Partner NFR units and licensing
Contract issues referring to license registration/transfers & 24x7x4 support
RMA
Phone: + 33 4 89 87 0555
MARKETING
Fortistore requests : Sophie Milcendeau – Phone: +33 4 8987 0501
Event coordination: Remi Clermont – Phone: +33 4 8987 0549
Press releases: Barbara Maigret – Phone: +33 4 89 87 0552
TRAINING / CERTIFICATION
Louise Meta – Phone: +1 613 225-9325 x7423 - [email protected]
FCNSA and FCNSP certification and associated queries
A problem with your login:
If you have lost your support login, please go to:
https://support.fortinet.com/Login/UserPassword
If you have lost your partner login, please go to
https://partners.fortinet.com/pages/Forgotpass
-
The partner extranet:
The FortiGuard center:
The knowledge center:
The Fortinet forum:
The website:
The knowledge center:
Partner Guidebook – Version: September-December 2009
https://partners.fortinet.com
http://www.fortiguardcenter.com
http://kc.forticare.com
http://support.fortinet.com/forum
http://www.fortininet.com
http://kc.forticare.com
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