Fortinet Partner Guidebook 2013-2014

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FORTINET PARTNER GUIDEBOOK- EMEA-APAC EDITION

FORTINET PARTNER GUIDEBOOK EMEA-APAC REGION 2013-2014

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Dear FortiPartner, This Partner Guidebook is dedicated to companies that have submitted their application through our online registration system and that have been accepted by our team. If you get this guidebook without being an official FortiPartner, we recommend you to submit your application to http://www.fortinet.com/partners/fpp.html. In order to fully enjoy benefits described in this document, you need to have a partner extranet access which can be requested and will be sent to you by email after acceptation of your application according to criteria related to your company and to our own channel structure in this area. Please contact [email protected] if you would like to receive your login. The content of the Partner Guidebook complements - but doesn’t replace - the Fortinet Partner Program and the online contract that has been agreed between you and Fortinet. This manual is not a legal document. We reserve the right to change parts of this guidebook at its discretion. You will be informed of such changes via email or via your Fortinet contact and we will publish updated versions of this manual on our partner extranet. We hope you will appreciate this guidebook, done for you, for your business, in order to be successful with Fortinet on a daily basis. Best regards, Fortinet Team

http://www.fortinet.com/partners/fpp.html

mailto:[email protected]

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Table of Contents

FORTINET PARTNER PROGRAM AND SPECIALIZATIONS ............................................................................................... 6

STAY UP-TO-DATE WITH FORTINET ....................................................................................................................... 7 The Fortinet Partner Extranet ................................................................................................................. 8 The FortiStore ........................................................................................................................................ 8 The Fortinet Partner Newsletter ............................................................................................................. 8 The Fortinet Knowledge Base ................................................................................................................. 8 The FortiGuard Center and blog ............................................................................................................. 9 The Fortinet Technical Bulletin ............................................................................................................... 9 The Technology Insiders ......................................................................................................................... 9 Dedicated Partner Tools ....................................................................................................................... 10 Free Videos .......................................................................................................................................... 10

TRY FORTINET PRODUCTS AND SERVICES .............................................................................................................. 12 Demo Unit............................................................................................................................................ 12 Evaluation Unit..................................................................................................................................... 12 FortiGuard Subscription Trial ................................................................................................................ 12 Interactive Web-Based Product Demos ................................................................................................ 12

FORTINET SECURITY SERVICES AND SUPPORT ......................................................................................................... 14 FortiCare and Professional Services Offering ............................................................................................... 15

FortiCare 24X7 Comprehensive Support ............................................................................................... 15 FortiCare 8x5 Enhanced Support .......................................................................................................... 15 FortiCare Premium Support .................................................................................................................. 16 FortiCare Premium RMA ...................................................................................................................... 16 Professional Services ............................................................................................................................ 16

FortiGuard® Antivirus Service ...................................................................................................................... 17 FortiGuard® Antivirus Service Benefits ................................................................................................. 17

FOLLOWING THE FORTINET RENEWAL PROCESS ...................................................................................................... 19 Your Renewal Tool: Asset Tracking System (ATS) ........................................................................................ 20

Claims Section ...................................................................................................................................... 20 Assets Section ...................................................................................................................................... 21 SN / Contract Query Section ................................................................................................................. 21 Email Notification Section .................................................................................................................... 21

FORTINET POLICIES ........................................................................................................................................... 23 Warranty and Registration of Services .................................................................................................. 23 Registration policy................................................................................................................................ 24 End of Life products policy (EOL) .......................................................................................................... 24 Evaluation policy .................................................................................................................................. 26 Demonstration policy ........................................................................................................................... 27 FortiCare/FortiGuard Renewal Continuous Service Policy ..................................................................... 28

CUSTOMER SUPPORT ........................................................................................................................................ 31 Benefits of using the Partner Support Portal......................................................................................... 31 Manage assets ..................................................................................................................................... 31 Connect an existing account to the Support Partner Portal ................................................................... 32 Create a registration account to the Support Partner Portal ................................................................. 32 View assets in details ........................................................................................................................... 32 Create reports ...................................................................................................................................... 33 Manage tickets ..................................................................................................................................... 33 Share ticket visibility with End-User ...................................................................................................... 34

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Create ticket reports ............................................................................................................................ 34 Manage users....................................................................................................................................... 35 Manage logins for your company ......................................................................................................... 35 Create logins for your End-Users .......................................................................................................... 35 Manage End-Users access .................................................................................................................... 36 Users overview..................................................................................................................................... 36 Download Center & Bug tracker ........................................................................................................... 36 Resource Center & Important Information ........................................................................................... 37

TRAINING AND CERTIFICATION ............................................................................................................................ 39 List of training courses ................................................................................................................................. 39 Certification ................................................................................................................................................. 39

FCNSA .................................................................................................................................................. 40 FCNSP .................................................................................................................................................. 40 FCESP ................................................................................................................................................... 40 FortiWeb Certification .......................................................................................................................... 41 FortiWireless Certification .................................................................................................................... 41

PUBLIC RELATIONS / ANALYST RELATIONS GUIDELINES ............................................................................................ 43 Press Releases/Case studies ................................................................................................................. 43

FREQUENTLY ASKED QUESTIONS ......................................................................................................................... 46 FAQ - Partner Extranet ................................................................................................................................ 46

How do I access the partner extranet? ................................................................................................. 46 How do others in my organization access the partner extranet?........................................................... 46 How do I recover a lost partner password? .......................................................................................... 46 Do I have to use partners.fortinet.com for opening a technical ticket? ................................................. 46 Where can I find Marketing and Sales materials in the partner extranet? ............................................. 46

FAQ - Try Fortinet Products and Services ..................................................................................................... 47 What services do I have with a demo unit? .......................................................................................... 47 I would like to resell a demo unit to a customer as a standard unit, what is the procedure? ................. 47 What is the difference between an evaluation unit and a demonstration unit? .................................... 47 I would like to propose to my customer to evaluate a unit prior to the purchase. What is the procedure? .......................................................................................................................................... 47 Can I try FortiGuard services? ............................................................................................................... 47

FAQ - Ordering Process ............................................................................................................................... 47 Why respect of export control rules is important? ................................................................................ 47 What do I have to do if I want to export Fortinet products? ................................................................. 48 Where can I find manufacturer certification? ....................................................................................... 48 What are the mandatory requirements in a Purchase Order? ............................................................... 48

FAQ - Renewal Process and Asset Tracking System (ATS) ............................................................................ 48 What is the renewal process within Fortinet? ....................................................................................... 48 What is the FortiCare/FortiGuard continuous service policy? ............................................................... 48 What is the Asset Tracking System?...................................................................................................... 49 How to access the ATS? ........................................................................................................................ 49 Does an End User have to claim a unit in the ATS? ............................................................................... 49 How do I claim units for 1 customer in the ATS? ................................................................................... 49 How do I claim units for different customers in the ATS? ...................................................................... 49 How can I find all the claims I have already done in the ATS? ............................................................... 49 How do I find information on a Serial Number I claimed in the ATS?..................................................... 50 How can I have an overview of my Up Coming Renewals in the ATS? ................................................... 50 How can I search units where I can do an UpSell or an UpGrade in the ATS? ........................................ 50 How do I search info on a non claimed Unit in the ATS? ....................................................................... 50 How do I search info on a non claimed Contract in the ATS?................................................................. 50 How can I know if an End User selected me as its partner for a unit I claimed in the ATS? .................... 51

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How can I manage the Warning Emails in the ATS? .............................................................................. 51 FAQ - Registration of services ...................................................................................................................... 51

What is Fortinet registration services policy? ....................................................................................... 51 When do FortiCare and FortiGuard start for a bundle? ......................................................................... 51 When does FortiCare support start for a hardware-only purchase with 1-year of 24x7 FortiCare support? .............................................................................................................................................. 51 When does FortiCare support start for a hardware-only purchase with 1-year of 8x5 FortiCare support? ............................................................................................................................................................ 51 When does the 90-day limited software warranty start? ...................................................................... 52 What is included in the 90-day limited software warranty? .................................................................. 52 What other support options are available for customers? .................................................................... 52

FAQ - Fortinet Policies.................................................................................................................................. 52 What is Fortinet demonstration policy?................................................................................................ 52 What is Fortinet evaluation policy? ...................................................................................................... 52 What is a dead on arrival (DOA)? .......................................................................................................... 52 What is Fortinet end of life products policy (EOL)? ............................................................................... 53

FAQ - Customer Support .............................................................................................................................. 53 How do I access Product and Registration Documentation? ................................................................. 53 How do I access and register for the Technical Forum?......................................................................... 53 How to edit a User Profile? ................................................................................................................... 53 How to recover a lost support password?............................................................................................. 53 Recover a Lost Account ID .................................................................................................................... 53 How do I change a support password? ................................................................................................. 54 What is L1 support? ............................................................................................................................. 54

FAQ - Training and Certification ................................................................................................................... 54 Does Fortinet offer private training sessions? ....................................................................................... 54 Do you have any self study courses? .................................................................................................... 54 Do I need to attend the classroom sessions to obtain certification? ..................................................... 55 Must I take the 201 level classes before taking the 301 level course? ................................................... 55 How can I provide input on Fortinet training classes? ........................................................................... 55 How do I register for a Fortinet course? ............................................................................................... 55 How will I know my registration has been accepted for a course? ........................................................ 55 How do I purchase an exam voucher and how much do they cost? ...................................................... 55 How can I schedule an exam with a pre-purchased exam voucher? ...................................................... 55 If I purchase an exam voucher and fail the test, can I retake the exam? ................................................ 55 Are certification exams based entirely on topics covered in the recommended training courses? ........ 55 How do I re-certify in 5.0? .................................................................................................................... 55 How can I prepare for the FCNSP exam?............................................................................................... 55 Where do I purchase the exam voucher? ............................................................................................. 56

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Fortinet Partner Program and Specializations

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Stay up-to-date with Fortinet

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Stay Up-to-Date With Fortinet Fortinet is working with partners to help them market our solutions to their customers. Should you need assistance for a marketing activity to develop Fortinet presence in your territory, please contact your Fortinet local contact. In order to assist you in your sales and marketing efforts and to help with your technical commitments, Fortinet provides several tools:

The Fortinet Partner Extranet http://partners.fortinet.com The Fortinet partner extranet is located at https://partners.fortinet.com. The extranet contains information and documentation that you can use in your sales and marketing efforts. The site is password protected and you can request to receive your login information by email once your online application has been accepted. If you or any of your sales associates has not received the login username and password, please contact us so that we can assist you. Please Check the FAQ at the end of this document for How do I access the partner extranet? How do others in my organization access the partner extranet? How do I recover a lost partner password? Do I have to use partners.fortinet.com for opening a technical ticket? Where can I find Marketing and Sales materials in the partner extranet?

The FortiStore Fortinet provides an online resource called the FortiStore offering a host of branded items and printed collateral. It can be accessed through the partner extranet without any additional user names or passwords. Our branding guidelines, Fortinet logo, Fortinet Icons and Fortinet product pictures are also available on the partner extranet for you to use. The FortiStore is used as well for purchasing your Training sessions.

The Fortinet Partner Newsletter To receive the latest press releases, product announcements and information on upcoming events, please subscribe to our EMEA or APAC newsletter by sending an email to [email protected]

The Fortinet Knowledge Base http://kb.fortinet.com/kb/microsites/microsite.do The new KB definitely simplifies and quickens access to Fortinet’s technical knowledge with content that

YOUR PARTNER LOGIN PROVIDES ACCESS TO:

Technical support Sales tools The latest industry

research and reports Competitive analysis Product datasheets And more


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can be made available globally within seconds and a powerful natural language search engine, which facilitates the retrieval of relevant information from the mass of documents that are published within Fortinet. We also have a single email alias available for all questions relating to the KB: [email protected]

get new article updates using rss!

The FortiGuard Center and blog http://www.fortiguard.com http://blog.fortinet.com/

The Fortinet Technical Bulletin

To receive the latest technical news, product updates and other information please email [email protected]

The Technology Insiders Exclusive Communications sent to our Specialist Partners. If you are interested in differentiating your offering, and enhancing both your visibility and expertise in e-mail security , web application and wireless market join our community of Experts. Download the Specialization brochures available on the partner extranet or contact our Fortinet local office for a detailed overview on the attractive benefits.


http://www.fortiguard.com/


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Dedicated Partner Tools

Channel Info

Partner Locator Visibility of our Distributors, Authorized Training Centers, Gold, Silver, Bronze+, FortiMail, FortiWeb, FortiWireless Specialists, Partner of Excellence and Certified Partners on our public website.

Support Contract

S/N Query Check support contract status in one click.

Asset Tracking Tool Manage your renewal assets in order to optimize your upcoming revenues.

Training

Campus Online Direct access to the course descriptions, availability, schedules and locations of our training programs.

Technical Support

Knowledge Base Simplifies and quickens access to Fortinet’s technical knowledge.

Ticketing System Get priority answers by opening your ticket via Partner Extranet.

Virus Update

FortiGuard Center Important news, information and commentary on the security threat landscape.

Trials

Interactive Web-Based Product Demos http://www.fortinet.com/resource_center/product_demo_center.html FortiGate l FortiMail l FortiMail IBE l FortiDB l FortiManager l FortiWeb l FortiAnalyzer

Marketing

Presentations, Sales Toolkits Download all our sales presentations for your own use via the partner extranet

Free Videos video.fortinet.com

http://www.fortinet.com/fortigate_product_demo.html

http://www.fortinet.com/fortimail_product_demo.html

http://www.fortinet.com/fortimail_identity_based_encryption_product_demo.html

http://www.fortinet.com/fortidb_product_demo.html

http://www.fortinet.com/fortimanager_product_demo.html

http://www.fortinet.com/fortiweb_product_demo.html

http://www.fortinet.com/fortianalyzer_product_demo.html

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Try Fortinet Products and Services

Try Fortinet products and services through: Demo units Evaluation unit FortiGuard subscription trials Software and product evaluation trials

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Try Fortinet Products and Services

Demo Unit

IMPORTANT: Units which were not originally purchased as demo units cannot be converted into demo units after the original purchase. Your distributor can offer approved Fortinet resellers, the possibility to purchase demonstration equipment through a specific program which provides a special discount on units purchased specifically for demonstration purposes. Demo units are provided with 1 year 8x5 support services for free. Please read the section Policies for complete terms and conditions.

Evaluation Unit

ONLY FOR IDENTIFIED PROJECTS: Evaluation units are destined to resellers that have an identified project with a prospect, which would like to evaluate Fortinet products prior to purchase. The evaluation unit is delivered under certain conditions, validated by your Fortinet local representative. Prior to the release of any evaluation unit, you or your customer must sign an evaluation agreement. Please read the section Policies for complete terms and conditions.

FortiGuard Subscription Trial In the partner extranet, support section, Log in and under Asset Management, click Manage/View Products and select a serial number from the Product List. Then click FortiGuard Trial to choose the services you wish to evaluate.

Interactive Web-Based Product Demos

The online interface is available 24/7, 365 days/year for Fortigate, Fortimanager, FortiAnalyzer. http://www.fortinet.com/resource_center/product_demo_center.html

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Fortinet Security Services and Support

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Fortinet Security Services and Support

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FortiCare and Professional Services Offering

Fortinet FortiCare support offerings provide global support for all Fortinet products and services. Customer satisfaction is Fortinet's number one priority. With FortiCare support, customers can be assured that their Fortinet security products are performing optimally and protecting their corporate assets with the best security technology at the best possible price.

Fortinet offers end-users multiple options for FortiCare contracts so that they can obtain the right level of support for their organization's needs. Attractively priced options include 24x7 and 8x5 support, which include software/firmware updates and upgrades; technical support services; and hardware replacement in the unlikely event of failure.

Additionally, Fortinet Professional Services can be engaged for projects with critical deadlines projects that are large in scope, or initial deployments.

FortiCare 24X7 Comprehensive Support

Customers who need round-the-clock access to mission critical support services will find that 24x7 Comprehensive Support meets their requirements. In addition to online ticket access and online chat, 24x7 includes telephone support at any time day or night. 24x7 also includes an advanced exchange hardware replacement RMA benefit so that customers can sustain high levels of availability.

FortiCare 8x5 Enhanced Support

Fortinet's FortiCare 8x5 Enhanced Support offering is designed for customers who need support during local business hours. FortiCare 8X5 Enhanced Support includes access to support services via telephone, the customer support web portal and online chat system. Additionally, 8x5 Enhanced Support includes advanced exchange hardware replacement.

Note: Advanced exchange hardware replacement may not be available in all locations.

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FortiCare Premium Support

Fortinet Premium Support Services focus on several specific areas to enhance the value you receive: Proactive, Continuous Improvement and Collaboration. Our premium support delivers proactive service activity reporting, weekly, monthly or quarterly service reviews, dedicated support engineers and even on-site maintenance visits. Our objective is to identify and eliminate issues before the problems arise, determine how to prevent a reoccurrence, and collaborate with our customers to build long-term relationships that ultimately deliver a more effective and efficient support experience.

Premium Support is offered in two packages: Premium Support Gold and Premium Support Global Gold, which offer a different level of service. These Premium services are offered in

addition to the conditions of the standard FortiCare maintenance contracts, applied to the hardware and software of the Fortinet products.

All Premium Support packages include the support of a Technical Account Manager (TAM) who is a seasoned professional with broad and deep experience in the security and networking arena. The TAM acts as the single point of contact and customer advocate within Fortinet, and is focused on building and maintaining a deep understanding of the customer business and their security requirements. The TAM is responsible for the quality of products delivered by Fortinet, and works closely with the customer to ensure that such implementations are correctly aligned with the customer needs.

FortiCare Premium RMA

Fortinet offers a range of Premium RMA services designed to exceed the most demanding support requirements from Fortune 500/Global 500 companies. As a market leader in this sector Fortinet delivers the ideal solution for critical and time sensitive installations around the world.

Both 8x5 Enhanced and 24x7 Comprehensive contracts can be upgraded to include one of the Premium RMA services. The three types of support are:

4-Hour On-Site Engineer: Parts delivered onsite as well as an Engineer, 24 hours-a-day, 7 days-a-week within 4 hours of RMA approval by Fortinet support.

4-Hour Courier: Parts only delivered onsite 24 hours-a-day, 7 days-a-week within 4 hours of RMA approval by Fortinet support.

Next-Day Delivery: Parts only delivered next day following RMA approval by Fortinet support.

Premium RMA is available in select locations. Your Fortinet value-added reseller can provide more details.

Professional Services

Many times companies have large projects or implementations that require expert technical resources to meet deadlines, and to effectively complete a Fortinet product implementation with minimal issues. Fortinet Professional Services are designed to ensure timely and expert delivery of individual customer projects and may be engaged at any time throughout the project lifecycle.

Fortinet Professional Services consultants are available at a per-day rate according to a predefined schedule and a statement of work defining clear deliverables. This is developed and agreed upon between Fortinet and the customer prior to commencement of the consulting engagement. Experienced Fortinet consultants will work directly with the customer to ensure the efficient execution of the project according to the statement of work agreement.

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FortiGuard® Antivirus Service

The FortiGuard Distribution Network has data centers around the world located in secure, high-availability locations that automatically deliver updates to the Fortinet security platforms.

Fortinet is the only network security vendor to have its own global threat research & response team continuously monitoring the threat landscape and providing customers with real-time protection against the latest Internet threats. FortiGuard® Labs’ expert team of threat researchers is located around the world to deliver security updates 24/7, with industry-leading response times to new and emerging threats targeting your network, content and mobile devices. The FortiGuard Antivirus Service provides fully automated updates to ensure protection against the latest content level threats. It employs advanced virus, spyware, and heuristic detection engines to enable FortiGate, FortiMail, and FortiWiFi appliances, and FortiClient end point security agents, to prevent both new and evolving threats from gaining access to your

network and its valuable content and applications. Fortinet provides global updates via the FortiGuard Network for comprehensive protection against all content-level threats. The FortiGuard Premier Signature Service provides enhanced virus detection and threat analysis support. You can submit requests for custom Antivirus signatures on a 24x7 basis for prioritized support with guaranteed response times.

FortiGuard® Antivirus Service Benefits

Automated content updates keep defenses up-to-date with the latest virus, spyware, and heuristic detection engines.

Proactive threat library offers complete protection against content-level threats.

Real-time update response to new malware threats provides the highest level of protection.

True "set and forget" functionality reduces security management operational costs.

Push and pull update options provide the fastest possible update times.

Device-based licensing eliminates per-user fees to significantly lower entry cost and ongoing maintenance costs.

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Following The Fortinet Renewal Process

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Following The Fortinet Renewal Process

Please also refer to the section ‘Registration’ and especially to the section on how to create a sub-account for your company. If a customer doesn’t renew its FortiGuard or FortiCare services,its product will no longer be protected against the latest threat.

Reminder emails of service expiration are sent three months, two months, and one month prior to the service expiration date, each time on the first of the month.

All units from an account that are to expire during a specific month will be mentioned in the same email.

The Fortinet renewal team also calls end-users before expiration to remind them to renew their services and to advise them on what services they might need. Fortinet will then inform the reseller about the customers’ desire to renew its services Subsequently, the Fortinet renewal team verifies if the services have indeed been renewed. Example of an email sent to the end-user 90,60,30 days before expiration date:

Dear M.Smith, Our records indicate that the one or more of your Fortinet services will soon expire. Below are the product(s) affected:

Company Name Vital Cosmetics

Phone number 00 44 163 000 000

E-mail [email protected]

Reseller Base IT

Product Serial Number FGT50B3G08639000

Model FortiGate 50B

Product Description Impact

Product Support Coverage:

Support Type Support Level Expiration Date

Hardware Coverage Return to Factory Jun-25-2012

Firmware & General Updates Web/Online Jun-25-2012

Enhanced Support 8x5 Jun-25-2012

Virus Definitions Updates Web/Online Jun-25-2012

Attack Definitions Updates Web/Online Jun-25-2012

FortiGuard Web Filtering Web/Online Jun-25-2012

FortiGuard AntiSpam Web/Online Jun-25-2012

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Your Renewal Tool: Asset Tracking System (ATS)

The ATS is designed for resellers that are members of the FortiPartner Program, Fortinet has developed the Asset Tracking System -renewal tool to provide the following key benefits:

Save time Improve your renewal rate Improve your renewal income

What is the Asset Tracking System? For making these benefits real, the system enables you to: Keep easy track of your units View FortiCare/FortiGuard contract information View individual unit information Keep track of upcoming renewals Find Upgrade/UpSell Opportunities for sales campaigns Receive email notifications Extract easy and relevant reports

How to access the ATS? URL: https://partners.fortinet.com

Enter your Partner login and password Click on SN/Contract Query to access the ATS

Claims Section

New Claims Online: allows you to claim units by customers New Claims in Batch: allows you to claim units for several customers all at once Query my Claims: allows you to search all your units claimed. Searching by Serial Number, Claimed date, Customer name, Reseller name, Comment and Status.

https://partners.fortinet.com/

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Assets Section

Query my Asset: allow you to find information on a Serial Number you claimed. Possibility to export results on an excel file Up Coming Renewals: allow you to have an up coming renewals overview of your claimed units. Possibility to export results on an excel file Up Sell Opp: allows you to find the units where an up sell or upgrade can be done. Searching options by Support Type, Level of Support, and Product Model. Possibility to export results on an excel file

SN / Contract Query Section

Serial Number: allows you to view all serial numbers information without claiming a unit. No End User details will be displayed. Contract Number: allows you to view all contract information without claiming a unit. No End user details will be displayed.

Email Notification Section

Email addresses to receive confirmed claim notifications: you will receive information on this email address when a customer registers a unit by selecting you as a partner, and that you already claimed this unit. Email addresses to receive product renewal notifications: you can chose the customers you want to receive warning emails for and their frequency.

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Fortinet Policies

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Fortinet Policies

Warranty and Registration of Services Fortinet is separating the hardware warranty from software warranty. The hardware warranty will start on the date of product registration or will automatically start 90-days after product shipment. The warranty periods remain the same: 1-year limited hardware warranty and 90-days limited software warranty. The software warranty has been enhanced to provide a hardware RMA component. End-users who do not purchase FortiCare support could potentially purchase a product with the hardware warranty already started. End-users who purchase FortiCare support will see no changes in support levels. FortiCare contracts include a hardware RMA provision that is equal to or better than the hardware warranty. FortiCare also includes technical assistance, firmware/software updates, and access to a wealth of

information resources on the Fortinet support site. As mentioned above, when an end-user buys a FortiCare contract, it includes a hardware support component. In the unlikely case that an end-user does not purchase a FortiCare contract, the software warranty has been enhanced to include a hardware return and replace component. The end-user will receive a full 90-days of software warranty with hardware RMA as long as the product is registered within one year of the ship date. Typically, products are registered within 90 days of shipping and the hardware warranty start date is the same as the product registration date. In those rare instances where a product is not registered within 90 days, the hardware warranty starts 90 days after shipment. This scenario is shown below:

A far more common scenario involves an end-user who purchases FortiCare support as part of bundle. Even if the hardware warranty has already started, the FortiCare support becomes effective on the date of contract registration. This provides a very ample window of hardware support. In the example

shown below the FortiCare contract was registered well into the first year after ship date, but the end-user receives equal or better hardware support for a full year because it is provided in the FortiCare contract.

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Registration policy Multi-year contract will auto start after 365 days from contract creation date if it hasn't been registered, contract end date = contract creation date + term of contract. You can check the shipment date via the partner extranet under the section “customer service and support” with the tool, “lookup product ship date”.

End of Life products policy (EOL) Support Policy: The "EOL Support Period" runs sixty (60) months past the Last Order Date milestone. Hardware Support Policy: Fortinet will provide hardware repair services and replacement parts for hardware for up to sixty (60) months from the LOD milestone as part of a valid warranty or maintenance contract.

Hardware: Hardware is defined as all Fortinet hardware systems.

4. Access to Fortinet Customer Services for Hardware products will be for a period of 60 months from the End of Order date. 5. For Hardware products that are in the post End of Order phase Fortinet will troubleshoot issues reported against the latest supported major release. 6. Spares or replacement parts for hardware will beavailable for a period of 60 months from the End-of-Order date. Replacement options for defective units may include: “return for replacement,” “like-for-like replacements” or if applicable an “enhanced replacement.” In

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the case of an enhanced replacement, a change to the network configuration and/or an upgrade to a currently supported software release on this unit may be required. Software (Applications & Appliance Firmware): Software is defined as any and all software produced and/ or sold by Fortinet, covering firmware for appliances and applications ("Software") installed on customer owned systems. Software (Applications & Appliance Firmware): Software is defined as any and all software produced and/ or sold by Fortinet, covering firmware for appliances and applications ("Software") installed on customer owned systems.

7. “Software Release” constitutes either a major or a minor version increment to the version listed as the “current version” of a software product. Support for Software may include, at Fortinet’s discretion, bug fixes, or enhancements. Support is provided on the latest patch release of each supported version only. If a particular functionality or bug fix that resolves an issue is made generally available in a newer release than the version where the issue was first reported, Fortinet may require the customer to upgrade to the newer version of the Software to obtain resolution of their issue. 8. Access to Fortinet Customer Services for support on software applications will be for a period of 36 months from the End of Order Date. 9. Access to Fortinet Customer Services for supporton firmware for appliances as defined in Point 7, will be for a period of 36 months from the GA release date of the major or minor release. Subscription Services: Subscription Services are defined as all FortiGuard branded subscription services provided by Fortinet to all authorized devices and/or software clients. Customers must have a current subscription service contract to receive updates. 10. Fortinet will provide ongoing Subscription Service updates, for supported software releases, for a maximum 60 months after the hardware product End of Order milestone, but reserves the right to extend beyond this timeframe at Fortinet’s discretion. 11. Fortinet reserves the right to release subscription service updates that may not be compatible with products, both hardware and software, which are in the Post-End-of-Order phase. As a result during the Post-End-of-Order Phase there may be a requirement to upgrade to a newer version of firmware to continue to receive all available Subscription Services.

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Evaluation policy The Evaluation Policy is meant to address the needs of those potential customers or partners (“Evaluators”), who wish to evaluate our products prior to purchase. Upon completion of the requirements set forth below, Fortinet shall deliver an evaluation unit to the Evaluator to use for thirty (30) days (“Term”). Upon expiration of the Term, the Evaluator must either return the unit or purchase it. The initial thirty (30) day Term may be extended twice for an additional 30 days each extension. The total Term cannot be longer than 90 days. Requirements Prior to the release of any evaluation unit to an Evaluator, an evaluation agreement (“Agreement”) must be signed and initialled by the Evaluator. The Agreement clearly states the Term of the evaluation and includes a list of products that the Evaluator will be receiving. In addition, the Agreement states that if the unit is not returned to Fortinet within ten (10) days after the expiration of the Term, the Evaluator will be responsible for payment of the full list price of the unit(s) as described in an invoice that will be sent to Evaluator. In addition to a completed and signed Agreement, an Inventory Transfer Form (“ITF”) must be completed and approved by both Sales Management and Finance before Order Management can release any evaluation units to an Evaluator. The preferred method of delivery for any evaluation unit is via direct shipment from Fortinet to the Evaluator’s address in the Agreement. Hand carried deliveries by Fortinet employees are discouraged, especially in situations where country borders are crossed. This is due to various and sometimes unpredictable customs and license requirements between territories and the potential risks that are associated with the movement of goods across borders. Hence, the preferred method of delivering an evaluation unit is through shipment. Once again, the delivery of any evaluation unit to an Evaluator should only occur after Fortinet’s receipt and approval of both a signed Agreement from the Evaluator and a valid ITF. Please speak to your Sales Operations Team for the appropriate forms. Services The following services will be activated upon shipment of an evaluation unit and will expire at the end of the evaluation Term:

24x7 Advanced Hardware Replacement (where available)

Firmware Upgrade

Email/Web Support

24x7 Phone Support (where available)

Anti Virus FortiGuard Subscription

Anti Spam FortiGuard Subscription

Content Filtering FortiGuard Subscription

IPS FortiGuard Subscription

1. Why is an evaluation agreement required? The evaluation agreement protects Fortinet and our Intellectual Property. Without it, we have no recourse should a customer reverse engineer our product, or fail to return or purchase the unit.

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Demonstration policy Eligible Partners: Fortinet’s distributor and reseller partners (“FortiPartners”) around the world. Eligible Products: This program applies to FortiGate, FortiWiFi, FortiVoice, FortiDDos, FortiDNS, FortiCache, FortiBalancer, FortiAuthenticator, FortiManager, FortiAnalyzer, FortiMail, FortiDB, FortiScan, FortiWeb, FortiBridge and FortiAP hardware products purchased only as demonstration (“Demo”) units. Policy Overview Fortinet offers contracted and current FortiPartners a demonstration equipment purchase program which provides a special discount to partners on units purchased specifically for demonstration purposes. Purchase Restrictions This program applies to FortiGate, FortiWiFi, FortiVoice, FortiDDos, FortiDNS, FortiCache, FortiBalancer, FortiAuthenticator, FortiManager, FortiAnalyzer, FortiMail, FortiDB, FortiScan, FortiWeb, FortiBridge and FortiAP hardwareproducts purchased as Demo only. Unless otherwise specified in a duly authorized and signed agreement between Fortinet and FortiPartner, the following quantity restrictions shall apply: •FG-20 Series through FG-110 Series – Ten (10) units per FortiPartner every twelve (12) months (per calendar year). FG-200 Series through FG-5000 Series – Five (5) units per FortiPartner every twelve (12) months (per calendar year). •Non FortiGate Products – Ten (10) units per FortiPartner every twelve (12) months (Per calendar year). •VM software products can also be purchased under the demo program, but a la carte Forticare / Fortiguard contracts must also be purchased using your applicable demo discount at time of order. What are the program discounts that apply? Applicable program discounts shall be provided: (i)in a signed agreement between Fortinet and FortiPartner, (ii) outlined within the FortiPartner Program Guidelines, (iii) through an authorized FortiPartner, or (iv) through an official channel communication of Fortinet. Additional Demo Program Rules •Purchaser must have a current contract with Fortinet, is a current member of the FortiPartner Program, or be authorized to purchase Demo units through the Fortinet channel. •All demo purchase requests that deviate from the “Purchase Restrictions” set forth above will require additional approvals by Fortinet. •All purchases are final. •Discounts are calculated based upon the regional Price List applicable to the FortiPartner. •Units MUST be processed and sold as “Demo” when originally shipped from Fortinet. No other units qualify for complimentary services. In addition, any unit not originally purchased as a Demo unit may not later be converted into a Demo unit after the original purchase. •Fortinet reserves the right to amend, modify, suspend, cancel or terminate this program at any time without notice. •FortiPartner may not combine this program with any other Fortinet offer or promotion. •All orders are subject to review and approval by Fortinet.

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•Fortinet reserves the right to audit or request additional information from FortiPartner to ensure FortiPartner’s compliance with the terms and conditions of the Demo program. Support, Maintenance and Subscriptions •All Demo units come complete with both Fortinet’s 8X5 FortiCare (support and maintenance) and FortiGuard (suite of subscription services) for one (1) year at the timeof shipment, excluding VM software products. •After the initial one (1) year of services, extensions for any services must be purchased. Orders for extensions may be placed through regular distribution channels or your local Fortinet sales office. Resale of Demo Units •All units purchased under the Demo program may be resold by the FortiPartner twelve (12) months after the original ship date. Upon the resale of any Demo unit, FortiPartner must notify your regional Fortinet Customer Service team in your region: APAC: [email protected] EMEA: [email protected] •At the time of resale, no free services shall be provided with the unit. Support, maintenance, and subscription services must be purchased as renewals by the purchaser of the resold unit.

FortiCare/FortiGuard Renewal Continuous Service Policy What is the Fortinet Continuous Service Policy? Fortinet designed FortiCare support and FortiGuard subscriptions to be continuous. When a customer does not renew by the expiration date, then a lapse in the service period occurs which makes the customer’s environment vulnerable to security related threats. Any lapses in service will now require coverage back to the contract expiration date in order to maintain continuous service coverage. The maximum back coverage is limited to six months. In other words, if the coverage has lapsed for more than six months, then out of a one-year renewal contract, six months will be used to cover the lapse in service and then the remaining service time will be used to provide continuing service. The difference between the new start date and end date will not be greater than the service period purchased. What would be an example of renewing a contract within six months of the prior expiration date? If the expiration of the service contract is May 28, 2010 and a 1-year renewal is purchased and registered on July 29, 2010, then the service period will be from May 29, 2010 to May 28, 2011. What would be an example of renewing a contract after more than six months had elapsed? Should a contract be expired more than six months, the start of the renewal service period will be six months before the new renewal date. For example, if the expiration of the service contract was August 31, 2008 and a 1-year renewal is purchased and registered on May 30, 2010, then the start date is effective six month prior (November 30, 2009) and the remaining service period will be through November 30, 2010. When does this policy apply to FortiCare Support? This policy applies to all FortiCare renewals purchased after April 30, 2010 -- both as part of a bundle or as a stand-alone/a la carte contract. When does this policy apply to FortiGuard?

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When FortiGuard is part of a contract bundle with FortiCare, then this policy applies to FortiGuard. This policy does not apply to stand-alone/a la carte FortiGuard contracts. Does this apply to renewals only? Yes. Fortinet defines a renewal contract as any service contract purchased subsequent to the initial service period whether it was through a purchased service contract with hardware or provided through our standard warranty. How does this policy apply in regards to the warranties? Fortinet provides an initial 90-day limited software warranty and a one year hardware warranty. Our warranty coverage represents the first service period which makes our warranty equivalent to a first-time contract. Should the warranty expire before a customer purchases a FortiCare support contract, then the continuous service policy applies. How does this policy apply in regards to bundles? When a customer purchases a Fortinet bundle for the first time, the service and subscription component is the first service period and contract. When the service and subscription component of the bundle expires, this continuous service policy applies to the renewal. Is there a grace period? Yes, there is a 10-day grace period which is the number of days after the contract expiration date before the lapsed service period coverage goes into effect. If a contract is purchased and registered within the 10-day grace period then the contract starts on date of registration. If a contract is purchased and registered on day 11, then the contract start date is one day after existing contract expiration date. For example, if a contract expired on June 30, 2009 and was purchased and registered on July 5, 2009 then the start date of the contract would be July 5, 2009. However, if the contract expired on June 30, 2009 but was not purchased and registered until July 15, 2009 then the contract start date would be July 1, 2009. Are there any exceptions? Yes, the following are excluded from this policy: • Multi-year contracts for Bundle, ProProtect, and stand-alone FortiCare renewals. • A la carte FortiGuard Renewals • All FortiCare renewals and All FortiGuard renewals for Demo Units/Eval units. • Multi-year stand-alone FortiCare Renewals • Multi-year a la carte FortiGuard Renewals What contracts are affected by this policy? We will apply this policy for these contracts: • Bundle Renewals • Stand-alone FortiCare Renewals What if there are multiple service types on a serialized unit with different expiration dates? When calculating the lapsed service period, the latest support type expiration date will be used as the previous service period expiration date.

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Customer Support

Please refer to the CSS registration Guide, Ticket Creation Guide, Fortinet Technical Support Handbook and Forti Companion, available through the partner extranet https://partners.fortinet.com/Support section

Use https://support.fortinet.com to: Add, view, change registration Add or renew support contract for products Use the knowledge center, registration help, etc

Open an online ticket with your login through https://partners.fortinet.com for:


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Customer Support

Benefits of using the Partner Support Portal

Log on the partner portal and click on Customer Service and Support

The portal offers: • Asset management • Ticket management • User management • Download center • Bug tracker • Live Chat assistance from Customer Service

Manage assets Connect existing accounts or create accounts to organize assets

Register assets per accounts, per End-User, per project

Use product description field and address field to further track assets

Manage assets, create and export reports using either:

»Global view (all accounts) or »Account view

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Connect an existing account to the Support Partner Portal

Create a registration account to the Support Partner Portal

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View assets in details You can view full details for each registered asset

Create reports Customize your assets reports and export the data

Manage tickets All tickets can be worked on by any of your company members • Ticket updates are recorded with the name of the person who contributed

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• Create ticket reports to review ticket quality & performance • Choose to share ticket visibility with End-User or to maintain privacy • Control End-User permissions to create tickets with Fortinet • Choose to be notified when End-Users create tickets with Fortinet

Share ticket visibility with End-User The serial number should belong to one of the connected accounts

Create ticket reports

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Manage users All members of your company have full access through partners.fortinet.com Specific members of your company can have admin permissions to create additional user accounts

for partners.fortinet.com All members of your company can manage End-Users access End-Users should login from support.fortinet.com Ticket visibility for End-Users can be restricted based on request type Asset management for End-Users can be restricted by serial number

Manage logins for your company All users listed as shown below should login from partners.fortinet.com They have access to marketing/Pricing information as well as tickets and assets for all connected accounts

Create logins for your End-Users Additional sub-accounts can be created in order to:

» Allow End-User to view & manage the accounts » Allow End-User to create tickets with Fortinet Support » Share ticket visibility with End-User » Allow contract/renewal registration by End-User

End-User should login from End-User Support Portal - support.fortinet.com

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Manage End-Users access

Users overview

Download Center & Bug tracker Download center: » Full access to all Fortinet public software, no download restriction » FortiGuard service updates available for download Bug tracker » Search through active bugs being tracked by the Global Technical Support organization » The Bug Tracker tool is only available to Fortinet Partners and is aimed to facilitate your work

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Resource Center & Important Information » Customer Support Bulletin » Product life cycle information » CSS Reference Guide, Forti-Companion to Technical Support, Ticket Creation Guide.

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Training and Certification

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Training and Certification Whether you are a Fortinet customer or a reselling partner looking to attain a required certification, attending a training class will help you learn more about Fortinet Technology.

Fortinet training courses are designed to guide students through our technology through an extensive mix of hands’-on labs, leader-led discussions and real-life scenarios and they cover everything you need to know when configuring, managing and even troubleshooting Fortinet products.

In order to meet your needs, Fortinet product training is offered in all of the following formats:

Instructor-led Training (ILT): taught in a live classroom environment that provides a dynamic interactive experience and hands-on labs to help you become competent and confident in your network design and management. ILT classes may be taught by Fortinet staff at a Fortinet location, contracted training center, or privately on-site at your location.

Real-Time Online (RTOL): courses provide the dynamic interaction of live instruction while avoiding the cost and time associated with travel to a remote site. Using distance learning and a virtual lab, RTOL classes provide the dynamics of a classroom with the flexibility of the Internet.

Self-Paced Online: courses and modules offer the ultimate flexibility as they are always available through The Campus, our online learning management system.

Or through Authorized Training Centers. They are conveniently located throughout the world and offer hands’ on training on Fortinet products. The complete list is available in campus.fortinet.training.com / Click on Training centers.

List of training courses201 - FortiGate Multi-Threat Systems l.203 - Fortinet Business Grade Wireless 211 - FortiAnalyzer Administration 221 - FortiMail Email Filtering v5 241 - FortiManager Centralized Device Management v5.0 251 - FortiWeb Web Application v5.0 301 - FortiGate Multi-Threat Systems ll 303 - Advanced Troubleshooting v5.0

Certification

As companies around the world continue to invest in their security infrastructures, they are also looking for a ways to validate the knowledge and skills of their network security staff. In response to this, Fortinet offers a Fortinet Certification Program which provides validation of knowledge and skills as they pertain to the Fortinet family of products and services.

Fortinet offers several certifications based on content learned in a training class and all require the successful completion of an exam at one of over 5,000 a Pearson VUE testing centers worldwide.

Please note that as per January 1st 2014, only certified FCNSP version 5.0 will be eligible to receive a personal PIN support code.

https://campus.training.fortinet.com/course/category.php?id=8



http://www.vue.com/fortinet/

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FCNSA

The Fortinet Certified Network Security Administrator designation certifies that individuals have the expertise necessary to manage the day-to-day operations of FortiGate devices in support of specific corporate policies. Certification not only enriches an individual's professional development, but it also offers many benefits to an organization by providing a reliable benchmark to evaluate skills and knowledge.

Individuals with the FCNSA designation need to have a solid understanding of the day-to-day configuration and monitoring of FortiGate devices as well as a general understanding of the entire Fortinet product family of services and hardware. Visit the FCNSA Page on Campus to learn which classes to take and how to attain your FCNSA.

Pearson Vue

http://www.pearsonvue.com/fortinet/

FCNSP

FCNSP Certification is a requirement in your Fortinet Partner Program. Main benefit of certification is direct L2 phone and web access to our technical support department (once your company has reached the right number of FCNSP depending on its partner level). The Fortinet Certified Network Security Professional designation certifies that individuals have the expertise necessary for the installation and configuration of all FortiGate features and functionality. FCNSP’s are able to configure multiple FortiGates taking advantage of features for large-scale environments such as HA and redundant VPNs. Candidates wishing to obtain the FCNSP designation must successfully complete both the FCNSA and FCNSP exams. Visit the FCNSP Page on Campus to learn which classes to take and how to attain your FCNSP.

Pearson Vue


FCESP

The Fortinet Certified Email Security Professional designation certifies that individuals possess the knowledge and skills to configure and manage the operations of the FortiMail Secure Messaging Platform. Certified individuals implement and deploy standards-based technologies such as SMTPS, SMTP over TLS and S/MIME to regulate the usage of company resources and protect networks against spam, malware, and other message-borne threats. Certification offers individuals confidence in their expertise in handling challenging situations and helps to build a commitment to their profession and distinguishes skilled experts within the organization. The FCESP designation proves that individuals have a solid understanding and occupational experience with the day-to-day administration and configuration functions of the FortiMail appliance. Visit the FCESP Page on Campus to learn which classes to take and how to attain your FCESP.

Pearson Vue


https://campus.training.fortinet.com/course/view.php?id=73





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FortiWeb Certification

The Fortinet Certified Web Security Professional designation certifies that individuals have the expertise necessary to implement a FortiWeb security solution within their existing networking infrastructures, as well as manage tasks including configuring policies, monitoring logs, troubleshooting, generating reports and other general tasks related to administering the FortiWeb system.

By passing with a score of 85% or better, you will automatically receive a certificate of completion.

Fortinet Campus Online https://campus.training.fortinet.com/

FortiWireless Certification

The Fortinet Certified Wireless Professional designation certified that individuals have a comprehensive overview of the Fortinet Wireless solution and sufficient knowledge to provision wireless LANs based on this solution in the field. Students are familiar with the core standards and technologies of the wireless solution. The student should have the level of FortiGate knowledge equivalent to that form attending the 301 course prior to attending this course.

Fortinet Campus Online https://campus.training.fortinet.com/

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Public Relations/Analyst Relation Guidelines

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Public Relations / Analyst Relations Guidelines The following are Fortinet’s guidelines related to public and analyst relations. As with any Fortinet policy, please do not hesitate to contact us if you have any questions at [email protected]. The purpose of these guidelines is to ensure that Fortinet’s brand and positioning are described consistently and appropriately in all partner communications, in order to deliver a consistent and professional message externally.

Press Releases/Case studies

Because Fortinet has numerous partners around the world, we generally do not issue our own press release announcing new partnerships with local resellers but rather encourage our partners to do so. Fortinet may of course support any partner announcement by providing a quote or testimonial. Customer references are key to the market validation of Fortinet’s technology and solutions. We therefore encourage partners to identify customers who would be willing to publicize their security deployment based on Fortinet’s products and the partner value-added services. Customer win announcements or case studies are great vehicles for promoting our partnership and for highlighting both parts’ roles in the customer’s success. Communication involving Fortinet’s name and solutions is limited to partners, who have a signed contract with us. Please be advised that Fortinet must review and approve all partner press releases that discuss Fortinet products or the business relationship with Fortinet, prior to their distribution. Testimonials Fortinet endeavors to assist its partners in their marketing/communications activities and welcome partners’ requests for Fortinet participation in their public announcements. Fortinet will attempt to provide partners with suitable executive quotes upon partner’s request. Please provide as much lead-time as possible, with a minimum of 5 business days, in making such requests.

Details on Press Release & Quote Review Process 1. Partners will take responsibility for drafting

the initial press release 2. The draft of the release should be sent to the

Fortinet local Channel Manager, who will share it with the Public Relations department for review and approval

3. When sharing the press release draft, partners should specify the following information:

Target timeline for release review

Target release date (date subject to Fortinet PR approval)

Area of distribution

Primary contact information. 4. The Fortinet PR staff will review the release

and send it back to the primary contact for comments and feedback

5. Upon agreement with the primary contact on the final draft of the release, the Fortinet Public Relations manager will submit to Fortinet legal approval.

6. After receiving final Fortinet legal approval, Fortinet will send a final version of the release to the primary contact for wire/media distribution. Please note that Fortinet reserves the right to post partners’ press releases on its Website.

Industry Analysts Fortinet has global contracts with the main industry analyst firms and maintains ongoing relationships with industry analysts in the different regions across the globe. If you receive inquiries on Fortinet from an industry analyst, please direct him/her immediately to [email protected].


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Please be aware that, according to our corporate guidelines, specific revenue numbers should not be unveiled to industry analysts or media. If you

have any questions related to the type of information partners are allowed to communicate on, please contact us.

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Frequently Asked Questions

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Frequently Asked Questions FAQ - Partner Extranet

How do I access the partner extranet?

Login information (user nam e and password) to access the partner extranet is provided via email once your company has been accepted to join the FortiPartner Program. The welcome email is sent to the person in your organization who sent the application online through www.fortinet.com/partners/fpp. This individual will be considered the primary contact for the partner organization unless otherwise requested after the initial sign-up. The primary contact for each partner can add additional associates in their organization for access to the Fortinet partner extranet.

How do others in my organization access the partner extranet?

All personnel in your organization are eligible to access the partner extranet. To add an individual or individuals the primary contact within the organization simply goes to the “Add Associates” link of the partner extranet and adds each individual assigning them their user name and password, or just the user name and the system will create the password. Each associate will receive a welcome email with their assigned user name and password for the partner extranet. Associates will not have the tab for adding new individuals unless they are edited to be a primary contact. If you would like to change primary contacts within your organization, please email us at [email protected]

How do I recover a lost partner password? Send an email to [email protected]

Do I have to use partners.fortinet.com for opening a technical ticket?

Yes. As a partner, the only way to have priority in the treatment of your tickets is to open a technical ticket via partners.fortinet.com. This is highly recommended.

Where can I find Marketing and Sales materials in the partner extranet?

In the section “sales tools”, you will find updated presentations, quick datasheets, FAQs and all brochures about our range of products. If you would like to have more information on these materials, you can send an email to [email protected]



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FORTINET PARTNER GUIDEBOOK EMEA-APAC EDITION

FAQ - Try Fortinet Products and Services FAQ

What services do I have with a demo unit?

All demo units come complete with Fortinet’s 8X5 FortiCare (support and maintenance) and FortiGuard services for 12 months from the time of shipment. These services are automatically activated upon unit registration. For more information, please refer to the section called ‘Services available with a demo unit’.

I would like to resell a demo unit to a customer as a standard unit, what is the procedure?

You can resell a demo unit 12 months after the original shipping date. Upon the resale of any demo unit, you must notify Fortinet and services will be deactivated. Please send an email to [email protected] specifying the serial number of the unit and contact details of your customer. After resale, support, maintenance and subscriptions will have to be purchased as renewals by your customer.

What is the difference between an evaluation unit and a demonstration unit?

A demo unit is purchased and owned by the reseller. An evaluation unit is owned by Fortinet. Fortinet can make evaluation unit available for identified project for a limited period of time, after which the unit must be returned to Fortinet.

I would like to propose to my customer to evaluate a unit prior to the purchase. What is the procedure?

You must contact your Fortinet local contact and submit your demand. After approval, you or your customer will sign an evaluation agreement. The evaluation agreement includes the term of the evaluation period and a statement that if the unit is not returned to Fortinet within 10 days after the expiration of the term, if not extended, you will be responsible for payment of the full list price of the unit(s). For more information, please refer to the section ‘Evaluation units’.

Can I try FortiGuard services?

Yes. The trial period can be arranged online at https://support.fortinet.com. Enter login and password, select ‘View Products’ and choose the unit you would like to trial the services on during a one month period. Then click on ‘Try It’.

FAQ - Ordering Process

Why respect of export control rules is important?

There are stiff civil and criminal penalties for U.S. and foreign parties violating U.S. export laws Criminal penalties for willful violations currently include possibility of imprisonment for 20 years and fines of up to $1 million per violation or twice the value of the export, whichever is greater Civil penalties can include significant fines and/or loss of export privileges Collateral effects of violations can result in adverse publicity, exclusion from participation in U.S. Government contracts, and restrictions on export/importing into and out of the United States Violations of laws, regulations, rules and orders may subject the violator (you) to individual criminal or civil liability


https://support.fortinet.com/

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What do I have to do if I want to export Fortinet products?

As a FortiPartner, you are responsible for exporting/importing Fortinet products in accordance with the requirements of the U.S. Export Administration Regulations, and applicable local/foreign regulations. Factors, such as the specific product, end-user, end-use and country of ultimate destination, may affect the export licensing requirements. You are urged to consult the U.S. Export Administration Regulations, the Bureau of Industry & Security’s Export Counseling Division, Customs, and other appropriate resources such as an attorney or consultant specializing in trade compliance before exporting/importing Fortinet’s products. Please direct any inquiries to [email protected]

Where can I find manufacturer certification?

Please login in the partner extranet via partners.fortinet.com and look at the section at the left bottom of the screen called ‘Certification’. You will find information about CE | FCC | ICSA | UL | and others

What are the mandatory requirements in a Purchase Order?

In order to facilitate a smooth ordering process, where possible, the details below need to be provided to your distributors. In all PO, please mention: Your reseller name, Billing address, Shipping address, Contact person Product description - Product code Quantity Unit price Discount applicable End-user details: contact person name, address, website, phone (if no website, the line of business) Name of the promotion if applicable For a contract renewal PO, thanks to add the serial number of the unit.

FAQ - Renewal Process and Asset Tracking System (ATS)

What is the renewal process within Fortinet?

The end-users receive an email 90, 60 and 30 days before the contract expiration date The Fortinet renewal team also calls end-users as of 1 month before expiration to remind them to renew their services and to advise them on what services they might need Fortinet will then inform the reseller about the customers’ desire to renew its services Subsequently, the Fortinet renewal team verifies if the services have indeed been renewed. For more information: [email protected]

What is the FortiCare/FortiGuard continuous service policy?

When a customer does not renew by the expiration date, then a lapse in the service period occurs. Lapses in service will now require coverage back to contract expiration date in order to maintain continuous service coverage. The maximum back coverage is limited to six months. For example, if the expiration of the contract is January 30, 2010 and a 1-year renewal is purchased and registered on August 30, 2010, then the remaining service period will be through Feb 30, 2011 and not January 30, 2011. Standalone products - retro-active date Forticare standalone service contracts renewals – retro-active date Forticare and Fortiguard bundled service contracts renewals – retro-active date Standalone Fortiguard contracts renewals – no retro-activation


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What is the Asset Tracking System?

Designed for Fortinet resellers that are members of the FortiPartner Program, the Fortinet Asset Tracking System is a renewal tool that enables you to: Keep easily track of your units View FortiCare/FortiGuard contracts information's View units information's Keep track of the up coming renewals Find Upgrade / Up Sell Opportunities for sales campaigns Get email notifications Pull out easy and relevant reports

How to access the ATS? URL: https://partners.fortinet.com

Enter your Partner Log In and Password Click on SN/Contract Query to access the ATS

Does an End User have to claim a unit in the ATS?

If unit not registered: No, an End User has to claim his partner by selecting his reseller name while registering the unit If unit is already registered: No, the reseller name is already entered into the Fortinet data base.

How do I claim units for 1 customer in the ATS?

Click on « Claims » Click on « New Claim Online » Enter the Serial Numbers by separating them with a coma on the « serial number » section Enter the customer details information (Company Name, Address…) Click on « Submit » The system will then give you the imported details. The number of units claimed and imported should be the same. Your units are now claimed under your reseller name

How do I claim units for different customers in the ATS?

Click on « Claims » Click on « Claims in Batch » Click on « Download template excel » Fill in all requested data's of the excel list Save this excel file on your computer Click on « Browse » Select your excel file Click on « Upload » Your units are now claimed under your reseller name

How can I find all the claims I have already done in the ATS?

Click on « Claims » Click in « Query My Claims » Enter a Serial Number, a claimed date, customer name, a comment and / or a status to do your search Click on « submit » A list corresponding to your search will appear. This list can be exported in an excel file by clicking on « Download »


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How do I find information on a Serial Number I claimed in the ATS?

Click on « Assets » Click on « Query My Assets » Enter a serial number, a product model, a claim comment, a partner name and / or a customer name to do your search Click on « Submit » If you directly click on « Submit », a list of all your units will come out A list corresponding to your search will appear This list can be exported in an excel file by clicking on « Download » NB: In order to view the Assets, the reseller MUST have claimed the unit and its status have to be ‘confirmed’

How can I have an overview of my Up Coming Renewals in the ATS?

Click on « Assets » Click on « Up Coming Renewals » Enter a Serial Number, product model, partner name, end user name, support level, next expiration date in 30-60 or 90 days, and / or expiration date from and until to do your search Click on « Submit » A list corresponding to your search will appear This list can be exported in an excel file by clicking on « Download »

How can I search units where I can do an UpSell or an UpGrade in the ATS?

Click on « Assets » Click on « UpSell Opportunities » Enter a Serial Number, a product model, a claim comment, a support type, a partner name, and / or an end user name to do your search Click on « Submit » A list corresponding to your search will appear This list can be exported in an excel file by clicking on « Download »

How do I search info on a non claimed Unit in the ATS?

Click on « SN/Contract Query » Enter a Serial Number Click on « Submit » You will then see the following information: Current Support Coverage Warranty Information Contract Information History Unit Shipment date Unit Warranty Type (Demo, Bundle, Standard) Sales Order # No End User details will be displayed

How do I search info on a non claimed Contract in the ATS?

Click on « SN/Contract Query » Enter a Contract number Click on « Submit » You will then see the following information: Contract Creation Date Sales Order # PO #

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Contract Product Code Serial Number the contracts is registered on When this contract has been registered Contracts terms No End User details will be displayed

How can I know if an End User selected me as its partner for a unit I claimed in the ATS?

Click on « Email Notification » On the « first email section », enter the email address you will need to receive information on when a customer selected you as its partner for a unit you claimed Select the box « Notify me for confirmed claim » Click on « Confirm »

How can I manage the Warning Emails in the ATS?

Click on « Email Notification » On the « second email section », enter the email address you will need to receive the warning emails. Select the box « Notify me for upcoming renewal opportunities » Click on « Confirm » Once a unit is claimed, the reseller can choose for which customer he wants to receive the warning emails and choose their frequency (90-60-45- and / or 30 days)

FAQ Registration of services

What is Fortinet registration services policy?

Multi-year contract will auto start after 365 days from contract creation date if it hasn't been registered, contract end date = contract creation date + term of contract.

When do FortiCare and FortiGuard start for a bundle?

A: The start date for both FortiCare support and FortiGuard subscription services begins when the support and services contracts are registered. The support and services contract needs to be activated within one year of purchase.

When does FortiCare support start for a hardware-only purchase with 1-year of 24x7 FortiCare support?

A: The FortiCare 24x7 support starts when the contract is registered and overrides the hardware and software warranties. For large MSSPs that may purchase hardware, FortiCare 24x7, and FortiGuard ala carte, both FortiCare and FortiGuard start at contract registration and override the hardware and software warranties.

When does FortiCare support start for a hardware-only purchase with 1-year of 8x5 FortiCare support?

A: The FortiCare 8x5 support starts when the contract is registered and overrides the hardware and software warranties. If the customer wishes to upgrade to FortiCare 24x7, they may purchase a 1-year upgrade SKU for their device; the start of 24x7 support will begin when the upgrade contract is registered. If a customer later wishes to purchase FortiGuard services a la carte, they would typically work with the Fortinet Customer Service to work out a co-term arrangement. This involves adding time to the

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original FortiCare contract so that both the FortiCare and FortiGuard services end at the same time. This streamlines later renewals and simplifies budgeting for the customer.

When does the 90-day limited software warranty start?

A: The 90-day limited software warranty starts the day a product is registered as long as it is within 365 days of shipment.

What is included in the 90-day limited software warranty?

A: The 90-day limited software warranty consists of: • 90-days firmware/software updates • 90-days 8x5 technical assistance • 90-days return and replace RMA

What other support options are available for customers?

A: Fortinet offers end-users multiple options for FortiCare contracts so that end-users can obtain the right level of support for their organization's needs. Attractively priced options include 24x7 support with advanced hardware replacement, Premium Support with technical account management, and Premium RMA support with enhanced service levels.

FAQ Fortinet Policies

What is Fortinet demonstration policy?

Reseller must be a current member of the FortiPartner Program to be authorized to purchase Demo Units Units must be processed and sold as ‘demo’ when originally shipped from Fortinet No other units qualify for complimentary services. In addition, any unit not originally purchased as a demo unit may not be converted into a Demo unit after the original purchase All demo units come with 12 months of FortiCare and FortiGuard No free extensions of FortiCare or FortiGuard after the first 12 months Demo units must be resold by the FortiPartner 12 months after the original ship date FortiPartner must notify customer support department upon sale. No free services at resale.

What is Fortinet evaluation policy?

An eval agreement must be signed by the evaluator before eval unit release Eval term is 30 days (term) and maybe extended up to a maximum Term of 90 days Upon expiration of the Term, Evaluator must either return the eval unit or purchase it The following services will be activated upon shipment of an eval unit and will expire at the end of the Eval Term: 24x7 advanced hardware replacement, 24x7 phone support, Firmware upgrade, Web support, Anti Virus FortiGuard subscription, Anti Spam FortiGuard subscription, IPS FortiGuard subscription

What is a dead on arrival (DOA)?

A unit is classified as DOA only if a defect is reported within the first 30 days of Product Warranty which commences on the product registration date but not later than 120 days from shipment.

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What is Fortinet end of life products policy (EOL)?

Support Policy: The ‘EOL Support Period’ runs sixty (60) months past the Last Order Date milestone. Hardware Support Policy: Fortinet will provide hardware repair services and replacement parts for hardware for up to sixty (60) months from the LOD milestone as part of a valid warranty or maintenance contract. The full list of our Fortinet products that have announced End-of-Life (EOL) milestones is available in support.fortinet.com.

FAQ Customer Support

How do I access Product and Registration Documentation?

You can view Fortinet product and registration documentation by accessing the ‘Fortinet knowledge center’. The Fortinet knowledge center contains ‘how to’ and ‘troubleshooting’ articles, ‘FAQs’, and much more to help in using and troubleshooting Fortinet products. You can access to the knowledge center through the partner extranet or http://kb.fortinet.com/kb/microsites/microsite.do

How do I access and register for the Technical Forum?

1. Connect to https://support.fortinet.com with your support login 2. Select ‘Technical Forum’ 3. Click ‘Register’ to register your membership for the Technical Forum 4. Forum Agreement appears; read the agreement and check ‘Agree’ 5. Enter the required information to complete the registration 6. An email will be sent to your registered email asking you to confirm your email address; please click on the link provided to verify your email address and complete the registration process.

How to edit a User Profile?

1. Connect to https://support.fortinet.com 2. Select ‘My Profile’ 3. Select ‘Edit Profile’ 4. Make the required changes to your contact information or your security question and answer 5. Select ‘Update Profile’ Your changes are saved to the Fortinet Customer Support database. If you changed your contact information, the changes are displayed.

How to recover a lost support password?

1. Connect to https://support.fortinet.com and Select ‘Forgot your password?’ 2. Enter your email address and select ‘Submit’ - The security question that you entered when you registered is displayed 3. Enter the answer to your security question and select ‘Get Password’ - An email containing a new password will be sent to your email address. 4. If you cannot answer the question correctly, click the link here and go to the next page to submit an online ticket by including the product serial number and the required contact information. A web ticket is created and submitted to customer service who will follow up the ticket and send the password to the registered email

Recover a Lost Account ID

1. Start a web browser and connect to https://support.fortinet.com. 2. Select Forgot your Account ID?

http://kb.fortinet.com/kb/microsites/microsite.do



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3. If possible, indicate the serial number of a product registered under this account. Additionally, provide the requested information 4. Select Submit 5. A web ticket is created and submitted to Customer Service who will follow up with the ticket and send the account ID to the registered email according to the Serial Number.

How do I change a support password?

1. Start a web browser and connect to https://support.fortinet.com. 2. Enter your Fortinet support username and password to log in. 3. Select My Profile at the top. 4. Select Change Password. 5. Enter and confirm a new password. 6. Use your current username and new password the next time you log in to the Fortinet support website.

What is L1 support?

L1 Support includes the following request types:Customer Service requests. The following are given as examples: Contracts end / start date issues Quotation requests Device registration issues Hardware replacement requests Technical Assistance requests. The following are given as examples: Firmware related: Which firmware should I use? Which upgrade path should I follow? Information: About software maximum values FDN issues: Can’t download AV / IPS updates, Wrong status of my contracts on the dashboard,

Can’t connect to FDN Logging issues: Unit is not logging Policy routing: How to use a 2nd internet link Virtual IP: How to reach my web / ftp / … server in my DMZ from Internet IPsec: How to configure FortiClient dialup, A site to site VPN does not connect SSL VPNs: How to configure SSL VPNs, The ActiveX fails to install Web filtering / Anti spam: How to black / white list, Web page / spam email is not blocked Authentication: Ldap / Radius / local authentication configuration Hardware: How to run the HQIP hardware test, How to reload a firmware through TFTP, How to

format the flash / disk

FAQ Training and Certification

Does Fortinet offer private training sessions? Yes, Fortinet can present a private session anywhere in the world. Please send an email to [email protected] for more information.

Do you have any self study courses? The 201 is available as a self-paced course.


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Do I need to attend the classroom sessions to obtain certification? Students can bypass both the 201and 301 training courses and opt to attempt the certification exams anytime.

Must I take the 201 level classes before taking the 301 level course? The 201 course is not a prerequisite for the 301 however FCNSA certification is required for the FCNSP designation.

How can I provide input on Fortinet training classes? All participants are encouraged to complete an online student survey at the completion of a class. The online survey can be accessed on the main training webpage.

How do I register for a Fortinet course? Students can register online with a credit card at the Fortinet Online Campus or by sending an email to [email protected].

How will I know my registration has been accepted for a course? Upon receipt of a registration, a confirmation email is sent to all students.Please note payment must be received prior to the start date of the course.

How do I purchase an exam voucher and how much do they cost? Exam vouchers can be purchased from your distributors, Fortinet local ATC, or by visiting the Pearson VUE webpage.

How can I schedule an exam with a pre-purchased exam voucher? Candidates with a pre-purchased voucher received from Fortinet, will enter the number directly on the Pearson VUE website when booking the exam appointment.

If I purchase an exam voucher and fail the test, can I retake the exam? A new exam voucher must be purchased for each exam attempt including retakes. Students who fail the exam can retake the exam after 15 days of the first attempt. Students failing an exam after 3 attempts will be directed to a training course.

Are certification exams based entirely on topics covered in the recommended training courses? No. The exam is based on topics from a number of areas including the recommended training courses, product documentation, white papers, etc. In addition, the exam will test for knowledge that would only be acquired by someone who has gained experience working with Fortinet products in a real-world environment.

How do I re-certify in 5.0?

Re-certification results from successfully passing the FCNSP exam. The exam must be taken at a Pearson Vue testing center, and an exam voucher must be purchased before sitting the exam. FCNSP 4.0s must have previously passed the FCNSA exam at the time of their original FCNSP certification. The FCNSA is a pre-requisite to the FCNSP exam.

How can I prepare for the FCNSP exam?

A FREE Delta Training is available to help transition from FortiOS operating system 4.0 to the 5.0 version. This self-paced course features 5.0 webex replay, and details the changes from the last FortiOS version. The Free Delta Training is available on the Fortinet Campus Website, click here to access.


http://www.pearsonvue.com/

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You can also follow the standard path to certification by attending the 201 and 301 FortiGate online training sessions with Fortinet or your local ATC. The purchase of this coursework includes an FCNSP exam voucher.

Where do I purchase the exam voucher?

The FCNSP exam voucher can be purchased in two ways: 1. From the Authorized Training Center (ATC) nearest you, click here for a list of ATCs. 2. Through the online store FortiStore, available through the Fortinet Partner Portal*, click here. (Search by product code: FCNSP). Ensure to use the same email address for Training purchases at FortiStore as you use for the Partner Portal. A ‘How-to’ on purchasing Training on the FortiStore is available on the partner extranet.

*Send an email to [email protected] if you do not have a Partner Portal log-in.

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Fortinet Partner Guidebook 2013-2014

Documents

Transcript of Fortinet Partner Guidebook 2013-2014