Customer support

If I need support on a managed FortiGate who do I contact?

Troubleshooting break/fix is not covered by the Managed FortiGate Service team.

For technical support assistance customers can reach out to Fortinet TAC directly where support will be provided based on the purchased level of service.

I created a service request in the MFGS portal but I do not see a ticket created on FortiCare. Why?

Service Requests raised through the MFGS portal are not visible in FortiCare.

Does this service cover RMA/hardware replacement?

RMA services are not covered by this service.

Customers should reach out to Fortinet TAC/RMA directly so that the process based on the purchased level of service can be followed (e.g. Advanced replacement, PRMA, etc.).

Once the replacement device received and configured with basic connectivity to make it reachable from the internet, a device onboarding request should be raised to add the newly received device to the service.

Can customers call the MFGS team?

Not at the moment. In the future the MFGS team will be reachable by phone for emergency changes only.