Fortinet FortiGate-1000D 1 Year 24x7 FortiCare Contract User Manual

1. ആമുഖം

This manual provides essential information regarding the Fortinet FortiGate-1000D 1 Year 24x7 FortiCare Contract (Model: FC-10-01006-247-02-12). This document outlines the features, benefits, and operational aspects of the FortiCare support service, designed to ensure the continuous security and performance of your Fortinet infrastructure.

The FortiCare contract is a critical component for maintaining a robust and responsive security posture, offering access to technical support, advanced hardware replacement, and firmware updates.

2. ഉൽപ്പന്നം കഴിഞ്ഞുview ഫീച്ചറുകളും

The FortiCare 24x7 Contract for the FortiGate-1000D is designed to provide comprehensive support for your Fortinet security appliance. It ensures that your network and security infrastructure remain protected and operational against evolving threats.

Image: A black box with "FORTINET" and "Activation Key" printed on it, representing the digital nature of the service contract.

പ്രധാന സവിശേഷതകൾ:

• 24x7 Technical Support: Access to technical assistance around the clock, every day of the year.
• Advanced Hardware Replacement (NBD): Next Business Day hardware replacement service for eligible hardware failures.
• Firmware and General Upgrades: Access to the latest firmware versions and general software upgrades to enhance security and functionality.
• Proactive Security Posture: Integration with Fortinet's Security Fabric to provide a seamless and integrated security approach.

3. FortiCare Support Services

FortiCare services are designed to provide various levels of support to meet different operational requirements. This contract specifically covers the 24x7 service level.

Image: Diagram illustrating the different FortiCare support levels: 8x5, 24x7, and 360, each with an icon representing its service scope.

FortiCare Service Levels:

• FortiCare 8x5 Service: Provides access to technical support via the web portal, online chat system, and telephone during business hours (8 hours a day, 5 days a week). Includes return and replace for hardware failures.
• FortiCare 24x7 Service (Included in this contract): Offers continuous access to technical support on a 365x24x7 basis. This service also includes an advanced replacement service for hardware failures, ensuring minimal downtime.
• FortiCare 360 Service: Encompasses all features of the FortiCare 24x7 service, plus providing customers with a recurring health check through a personalized monthly audit report of their FortiGate and FortiWiFi appliances. This service offers proactive insights and recommendations for optimal performance and security.

Image: A circular diagram illustrating the FortiCare Support Services lifecycle, including Service Design, Service Strategies, Service Transition, Service Operation, and Premium RMA, with 8x5, 24x7, and 360 service levels indicated.

FortiCare Premium RMA Service:

Designed to minimize downtime, the Premium RMA service offers expedited hardware replacement options:

• Next-day Delivery: Parts are delivered the day following RMA approval by Fortinet support.
• 4-Hour Courier: Parts are delivered on-site within 4 hours of RMA approval by Fortinet support (24 hours a day, 7 days a week).
• 4-Hour On-site Engineer: An engineer delivers parts on-site within 4 hours of RMA approval by Fortinet support (24 hours a day, 7 days a week).

FortiCare Secure RMA Service allows for non-return of an appliance for customers with strict rules and requirements for physical data protection.

4. Security Subscriptions

Fortinet's security solutions are enhanced by various security subscriptions that provide up-to-the-minute threat intelligence and protection against the latest cyber threats. These subscriptions are powered by FortiGuard Labs.

Image: A graphic titled "Security Subscriptions" detailing the benefits of FortiGuard services, including real-time threat intelligence, insight into threats, fast intelligence, high fidelity processes, prevention of exploitation, and top-rated effectiveness.

New cyber threats emerge constantly. Fortinet's FortiGuard Labs continuously monitors the cyber landscape, providing effective security through a global network of over three million sensors. This ensures that your FortiGate-1000D appliance is equipped with the latest countermeasures.

Key Benefits of Security Subscriptions:

• Up-to-the-minute Threat Intelligence: Real-time updates to stop the latest threats.
• Global Threat Insight: Comprehensive insight into threats from a global network.
• Fast and Comprehensive Intelligence: Automated and advanced analytics for rapid threat detection.
• High Fidelity Processes: Mature and rigorous back-end processes for accurate threat identification.
• Exploitation Prevention: Proactive threat research to prevent new avenues of attack.
• Top-rated Effectiveness: Proven effectiveness through independent, real-world testing.

5. FortiGuard Subscription Options Overview

FortiGuard offers a range of subscription services that integrate with your FortiGate appliance to provide multi-layered security. These services are crucial for a comprehensive defense strategy.

Image: A detailed grid outlining various FortiGuard Subscription Options, including Next-Generation Application Control and IPS, Web Filtering, Antivirus, Web Application Security, Antispam, Vulnerability Scan, Botnet IP and Domain Reputation, Database Security Control, Mobile Security Service, and Advanced Threat Protection (FortiSandbox Cloud).

Available FortiGuard Services:

• Next-Generation Application Control and IPS: Application control and intrusion prevention (IPS) are foundational security technologies for FortiGate. FortiGuard IPS blocks approximately 470,000 network intrusions daily.
• Web ഫിൽട്ടറിംഗ്: Processes nearly 50 million URL categorization requests daily, blocking over 160,000 malicious webസൈറ്റുകൾ.
• ആന്റിവൈറസ്: Neutralizes nearly 100,000 malware programs daily, including zero-day threats.
• Web Application Security Service: Provides fully automated updates to protect your sensitive data and content from application-layer threats.
• Antispam: Identifies and filters spam, including phishing campaigns and malicious attachments. FortiGuard Labs delivers nearly 46 million new and updated spam rules every single week.
• Vulnerability Scan: Helps FortiClient solution accurately identify and manage the latest software vulnerabilities on endpoint devices.
• Botnet IP and Domain Reputation: Blocks approximately 32,000 botnet command & control communication attempts daily.
• Database Security Control: Offers centralized management and enterprise-scale database protection.
• Mobile Security Service: Protects your organization against attacks targeting your mobile platforms.
• Advanced Threat Protection (FortiSandbox Cloud): Utilizes FortiGuard antivirus database, code emulation, and virtual sandboxing to identify zero-day threats.

6. സജ്ജീകരണവും സജീവമാക്കലും

This section outlines the general steps for activating and associating your FortiCare contract with your FortiGate-1000D appliance.

സജീവമാക്കൽ ഘട്ടങ്ങൾ:

1. Locate Your Contract Information: Ensure you have your FortiCare contract registration code or license key. This is typically provided upon purchase.
2. Access FortiCare Support Portal: Navigate to the official Fortinet Support Portal (support.fortinet.com).
3. Log In or Create Account: Use your existing Fortinet credentials or create a new account if you are a first-time user.
4. Register Product/Contract: Follow the on-screen instructions to register your FortiGate-1000D appliance and associate the FortiCare contract using the provided registration code.
5. Verify Activation: Once registered, verify that the FortiCare 24x7 service is active and correctly linked to your FortiGate-1000D appliance within the portal.

For detailed, step-by-step instructions, refer to the official Fortinet documentation available on the Fortinet Support Portal or contact Fortinet support.

7. Operating and Utilizing FortiCare Services

Once your FortiCare 24x7 contract is active, you can begin utilizing its benefits to manage and secure your FortiGate-1000D.

പ്രധാന പ്രവർത്തന വശങ്ങൾ:

• Accessing Technical Support:
  • Web പോർട്ടൽ: Submit support tickets and track their status through the Fortinet Support Portal.
  • ഓൺലൈൻ ചാറ്റ്: Engage with support engineers via online chat for immediate assistance.
  • ടെലിഫോൺ: Contact Fortinet technical support by phone for urgent issues.
• ഫേംവെയർ അപ്‌ഡേറ്റുകൾ: Regularly check the Fortinet Support Portal for new firmware releases for your FortiGate-1000D. Applying updates ensures you have the latest security patches and features.
• ഹാർഡ്‌വെയർ മാറ്റിസ്ഥാപിക്കൽ: In case of a hardware failure, initiate an RMA request through the support portal. The 24x7 contract includes advanced replacement services.
• Security Content Updates: Ensure your FortiGate-1000D is configured to receive automatic updates for FortiGuard security services (Antivirus, IPS, Web Filtering, etc.) to maintain optimal protection.

8. പരിപാലനവും മികച്ച രീതികളും

To maximize the benefits of your FortiCare contract and ensure the longevity and effectiveness of your FortiGate-1000D, adhere to the following maintenance practices:

• പതിവ് ഫേംവെയർ അപ്ഡേറ്റുകൾ: Schedule and apply firmware updates during maintenance windows to benefit from the latest security enhancements and bug fixes.
• Monitor System Health: പതിവായി റീview the health and performance metrics of your FortiGate-1000D through its management interface.
• ബാക്കപ്പ് കോൺഫിഗറേഷനുകൾ: Periodically back up your FortiGate configuration files. This is crucial for quick recovery in case of unforeseen issues.
• Review Security Logs: Analyze security logs and reports generated by your FortiGate to identify potential threats or anomalies.
• അറിഞ്ഞിരിക്കുക: Subscribe to Fortinet security advisories and newsletters to stay informed about new threats, vulnerabilities, and product updates.

9. പൊതുവായ പ്രശ്‌നങ്ങൾ പരിഹരിക്കുന്നു

This section provides general guidance for troubleshooting common issues related to your FortiCare contract and FortiGate-1000D operation. For specific technical problems, always refer to the Fortinet Support Portal or contact technical support.

Troubleshooting Scenarios:

• Contract Not Showing Active:

  ലക്ഷണം: Your FortiCare contract does not appear active on the support portal or your device.
  പ്രവർത്തനം: Verify the registration code and ensure it was correctly applied. Check the contract start and end dates. Contact Fortinet support with your purchase details and registration code.

• Unable to Access Support:

  ലക്ഷണം: You cannot log in to the support portal or submit a ticket.
  പ്രവർത്തനം: Ensure your Fortinet account credentials are correct. Clear browser cache or try a different browser. If the issue persists, use the general contact information for Fortinet support.
• FortiGuard Updates Not Working:

  ലക്ഷണം: Your FortiGate-1000D is not receiving the latest FortiGuard updates.
  പ്രവർത്തനം: Verify network connectivity from the FortiGate to Fortinet's update servers. Check DNS settings. Ensure your FortiCare contract is active and associated with the device. Consult Fortinet documentation for specific update configuration.

• ഹാർഡ്‌വെയർ തകരാർ:

  ലക്ഷണം: Your FortiGate-1000D hardware is exhibiting signs of failure.
  പ്രവർത്തനം: Document the symptoms and any error messages. Contact Fortinet technical support immediately to initiate a diagnostic process and, if necessary, an RMA request under your 24x7 FortiCare contract.

10 സ്പെസിഫിക്കേഷനുകൾ

This section provides key specifications related to the FortiCare contract and the associated FortiGate-1000D appliance.

11. വാറന്റി, പിന്തുണ വിവരങ്ങൾ

This FortiCare contract serves as your primary support and warranty for the FortiGate-1000D appliance for the specified duration.

Contract Coverage:

• കാലാവധി: 1 Year from the date of activation.
• സാങ്കേതിക സഹായം: ദിവസത്തിൽ 24 മണിക്കൂറും, ആഴ്ചയിൽ 7 ദിവസവും, വർഷത്തിൽ 365 ദിവസവും.
• ഹാർഡ്‌വെയർ വാറന്റി: Advanced Hardware Replacement (Next Business Day) for eligible hardware failures of the FortiGate-1000D.
• സോഫ്റ്റ്‌വെയർ അപ്‌ഡേറ്റുകൾ: Access to firmware and general software upgrades.

Contacting Fortinet Support:

For all support inquiries, technical assistance, or to initiate an RMA, please use the official Fortinet Support Portal:

Webസൈറ്റ്: support.fortinet.com

Ensure you have your Fortinet account details and the serial number of your FortiGate-1000D appliance ready when contacting support.