Fortinet Service Level Agreement

Advanced Support Engineering (ASE) allows the service provider to individually allocate the costs of a higher level of support to a single device or service contract. You can launch a new level of service in the market or be eligible for other opportunities. This ALS defines the specific conditions of reliability of the level of service and service guarantee that OPAQ has granted to the customer in connection with the delivery of OPAQ, in accordance with the signed service form (“Service”). The client understands and recognizes that the remedies described in this ALS are the only and exclusive remedy for any claim related to delays, withdrawal, deterioration or non-compliance with the service. For some companies, the wait until the next business day may be too long for a weekend or a country import control. Premium RMA Service can provide guaranteed delivery on the next calendar day, regardless of your location or weekday. FortiCare device-based support is the foundation of support services and provides firmware updates, technical support and basic FortiGuard subscriptions for dynamic policies. Two levels are available: 24×7 and Advanced Support Engineer (ASE). ASE offers a higher ticketing service for faster launches and ticket resolution.

This level of support provides a designated technician who speaks with the availability of Derteam and Security Fabric, allowing you to get faster solutions and instructions for your team. Take advantage of training, points of service and top ticket SLAs to better activate your services. The details here. Fortinet knows how to equip and work with end customers with partners. This level of assistance focuses on training the partner deployment team, assisting with logistics and working with a FortiCare support technician. Details From time to time, OPAQ performs maintenance work on its network and system infrastructure using peer-reviewed ITIL change management processes. Notification of these activities is forwarded to the contacts listed on the customer portal. It is the customer`s responsibility to ensure that their maintenance details are up to date. In addition, OPAQ offers a real-time status page on status.opaqnetworks.com to track maintenance activities and service issues. In order to provide the best quality of service, OPAQ strongly recommends that customers use high-availability (HA) service options that are connected to multiple security points via multiple last-mile service providers. These advanced services complement Device FortiCare by providing a specific support technician and logistics support, as well as training and flexible service points. Our team gets to know your processes and deployment and shares your knowledge, leading to better processes and faster restorations.

There are two programs: Enterprise – Service Provider. Due to the nature of the OPAQ security service, OPAQ relies on services outside our control, such as providers. B of Internet services that provide connections to the last mile. OPAQ provides optimal access to networks of external service providers that use multiple IP transit providers and peering relationships. Managed Service Providers (MSPs) and Managerial Security Service Providers (MSSPs) equip customers with critical services that require collaboration with the technology provider to succeed. OPAQ`s mission is to provide an extremely reliable low-latency service, providing at least 99.999 per cent of its core network infrastructure. OPAQ uses external monitoring of core network infrastructure by third parties and is constantly working to improve service delivery.