Overview

Introduction

The Fortinet Inc. Security Awareness and Training Service is a SaaS subscription offering. It provides customers with the ability to deploy and maintain a cybersecurity awareness training program within their company. Using the Service, customers can educate and train employees on current cyber threat, such as phishing, social engineering, and ransomware attacks, and provides tips on how to protect themselves and their company.

The Service also provides the customer with the ability to manage and track employee training progress via a central dashboard. Using the dashboard, they can monitor the training progress of their employees, as each employee progresses through the Security Awareness modules. The customer can view a full list of their employees or focus on specific individuals.

The Fortinet Training Department uses the National Institute of Standards and Technology (NIST): Building an Information Technology Security Awareness and Training Program resource as a benchmark for development and compliance.

Optionally, the Fortinet Inc. Security Awareness and Training Service can be integrated with the FortiPhish service. This allows customers to assign training to users based on events that occur in the FortiPhish service. For more information about the FortiPhish service, see the FortiPhish data sheets.

Supported browsers

To ensure the best experience possible, it is recommended that customers use the most up-to-date version of one of the following, officially supported browsers:

• Google Chrome

• Mozilla Firefox

• Safari

• Microsoft Edge

Supported languages

Users can change their preferred language after they log in. When a user changes their preferred language, it is reflected in:

• The Learner’s App

• Reports (Executive Report Current Year (Canned) and the canned report included in the Campaign Setup Wizard Reports Setup section)

Admin App

The Admin App is available in:

• English

Learner's App

The Learner's App is currently available in:

• Deutsch (German)

• English - Australian

• English - UK

• English - US

• Español (Spanish)

• Francais (French) - France

• Italiano (Italian)

• Portugués - Brasil (Brazilian Portuguese)

• Portugués (Portuguese)

Administrators can set the default languages for users when creating them manually, on a .csv upload by .csv upload basis, or, for each LDAP import configuration. See Creating and importing users.

Learners can change the language from the Learner App to the language of their choice after logging into the Learner App.

To change the language settings:

1. Go to Settings from the Navigation Menu.

   

2. Click the Preferred Language dropdown menu. A list of available languages is displayed.

   

3. Select a language.

   

4. Click Save.

Administrators can also change the language from the Admin App by selecting Settings from the avatar drop down menu.

This will redirect the Administrator to the Settings page in the Learner App. After changing the language, the Administrator will need to select Go to Admin from the avatar drop down menu.

Technical support

Technical support is available for:

• Updating of licenses (increase/decrease of licensed users)

• Moving from Customer to Partner or Partner to Customer status

• Assistance configuring the Admin Portal tenant

• Upload of users

• Issues

• Feature requests

• Other questions or queries

Administrators can open technical support tickets by:

• Selecting the support link in the service

• Submitting through email

  Only Tenant Administrators or people logged in with the Tenant Administrator (FortiCloud account) can open cases using this method. Learners should report any issues or raise any questions or feature requests to their local Administrator.

To open a ticket from the support link:

1. From the user avatar in the upper right-hand corner of the screen, select the Get Support icon. The Security Awareness and Training Service support site opens.

   

2. Once the support site has been loaded, select Login.

   

3. Select Are you a customer? Login here.

   

4. Select Sign In as a Customer / Partner.

   

5. If prompted, log in with your Tenant Administrator FortiCloud Support credentials. These are the same credentials you use to log in to the service and FortiCloud accounts.

   

6. Select Submit a ticket.

   

7. Complete the fields in the form:

   Subject	Provide a brief description of the question or issue being face.
   Select your region	Select the region of the Administrator opening the ticket.
   What is your request related to?	Select Security Awareness and Training Service. This ensures your ticket is routed directly to the correct support team.
   Description	Provide a detailed description of the question of issue, including steps to reproduce the issue, screen shots, browser builds, and so on.
   Attach a file	Include any files you wish to submit with the ticket.

   

8. Click Submit. You will receive an automated response that your ticket has been opened. Keep all correspondence for this issue or question in response to this notification email so that it gets added to your ticket.

To create a ticket through email submission:

1. Open a support case by sending an email to infosec_awareness@fortinet.com.

   Only Administrators of the service should open cases with support. Learners should report any issues or raise any questions or feature requests to their local Administrators.

   Once a case has been opened you will receive a confirmation email of the submission and a Deployment Specialist will follow up on the newly created ticket thread.

Support ticket best practices

Please raise one question, issue, feature request per ticket.

Please do not raise new queries on existing or older (closed/resolved) tickets.

When opening a support ticket via email, insure to include:

• A high-level description in the subject

• Details of the request in the body of the message

• Section (Learning Application, Reporting, Campaigns, Configuration, etc.), if applicable

• Usernames and emails, if applicable

• Any error messages encountered

• Screen shots

• Steps to reproduce the issue.

• Operating System and version, if applicable

• Browser and version, if applicable