If applicable, additional log files, for example, Antivirus log, Attack log, Event log, debug.log, etc.) or similar information should also be included in the ticket as an attachment.
The Fortinet device configuration file, software version and build number.A detailed network diagram with complete IP address schema.A clear and accurate problem description.A valid contact name, phone number and email address.Also note that your customer’s Fortinet device must have a valid support contract, in order for you to submit the support request as a Partner.Įvery new support request should contain the following information:
You must ensure that your firewall allows you to externally access this port. Note: The Partner Online Support Ticket section is accessed via HTTPS on port 1443. The second link takes you directly to the Partner Online Support Ticket section (also known as FortiCare).
The first link takes you to the general Partner Extranet website, after which you must click on the Support->Online Support Ticket section. The support ticket must be submitted after having logged into the Partner website, via one of the links shown below, using your FortiPartner account details. We strongly encourage you to submit and follow up your support tickets using this service. This service is designed for our Partners who provide initial support to their customers, and require to open a support ticket with Fortinet on their behalf. You are entitled to priority web-based technical support, if you are a Fortinet Partner.