#Call fortinet support update
#Call fortinet support full
#Call fortinet support software

I can dump a full network schematic, FGT/FMG/FAC configs, write down like the most detailled problem description ever, end with one simple question, then to get a reply like 'what version is your FGT running on?' when the built number is right there at line #1 in the config files.

#Call fortinet support update

Well the priority intial response update frequencies are one thing and usually match, but I very often get the feeling the initial response is just a 'we want more time'-reponse. Hopefully the information included in this post helps. However, I try to arm people with the information they can use to affect what is within their control. I can reassure you there are plenty of internal efforts to address those things.

Detailed information to reproduce in a lab environment (if applicable)ДЄgain, I am not taking away from some of the issues that originate from support.

Some items that you could provide while submitting your tickets are: Unfortunately, when the technical support engineer has to request this engineer to get to the bottom of your request, they are going to send you a 'to-do' list of logging and then respond to you within the SLA of your given severity. No configurations, no topology diagrams, not packet captures, etc. However, I will say that one of the best ways you can help ensure the most speedy resolution is to provide as much information as you can up front.ДЇor example, on reddit, many posters will say 'I am having VPN issues' and not provide a lot of detail about the issue. This is a hard problem to quantify because all issues can vary in ranges of difficulties.

I either jump in and try to solve their problem or contact support management to help them out. All of my enterprise customers know that they can reach me if they are having issues with support. Request to have the ticket escalated to the next tier of support Request to have the ticket transferred horizontally to a different engineer

With that being said, if you ever feel like you are not getting satisfactory progress on a ticket with an engineer, you have a couple of options: As you may infer, you can get a variety of experience when dealing with a level one engineer. When typically my customers call in and they have not registered for premium support or a TAM, they typically get placed in the initial L1 support queue. I am not on the Fortinet TAC, but I can only assume they limit P3s to be opened online because if you are experiencing a critical issue, you need to get someone on the phone to bring awareness to the issue. Priority 3 Next Business Day Every 3 Bus Days Priority 1 Less than 1 hour Every 6 Hours Priority Initial Response Update Frequency According to the FortiCompanion to Technical Support the response times for these tickets are: Unfortunately, tickets submitted through this form can be submitted with a maximum severity of 'P3'. Oftentimes, this is due to the ticket being submitted online through our contact form. One of the biggest gripes I have heard from customers is the amount of time it takes to get first contact from support after submitting a ticket. Although some of the ranting is indicative of some deficiencies of our support, other of the ranting is due to misunderstanding on how support works. Some rave while others rant, which is indicative of most TACs I have been familiar with. I always hear a mixed bag when it comes to support when I deal with my enterprise customers. Sharing dumps violates a reddit global rule and may result in a site-wide ban. Posting brain or answer dumps for Fortinet certifications is prohibited as they are copyrighted material.

What you have already tried as part of your troubleshooting process.

#Call fortinet support software

Version and type of software being impacted (i.e.

Some examples of useful information are the following: Next, please provide us as much information about your problem as you possibly can. If you're having a problem with a Fortinet product, first, make sure you submit your request to Fortinet TAC if you have a valid support contract. Here you can ask for help, share tips and tricks, and discuss anything related to Fortinet and Fortinet Products. Fortinet is a global leader and innovator in Network Security.