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FortiCareTM RMA Service Description Datasheet

The FortiCare Return Material Authorization (RMA) Service provides replacement of defective parts, after a
confirmed diagnosis, by a representative of the Fortinet Technical Assistance Center (TAC). This document
covers the Enhanced and Comprehensive services, there is an additional Premium Service which is subject to
separate terms and conditions. This description does not cover Dead on Arrival (DOA) replacements.

General Principles of RMA Services

Entitlement for FortiCare services are applicable at the device level and only available on units which have
been registered with Fortinet.
! An RMA is only accepted against registered units.
! An RMA can be created by telephone or by through the FortiCare web portal.
! RMA requests are processed only after confirmation of the failure by a representative of the
TAC. Each request will be confirmed in an RMA Confirmation Form.
! A replacement unit may be a new or reconditioned unit of equivalent or better value.
! Fortinet is not responsible for charges incurred on passing country borders (customs).
! Fortinet is not responsible for return shipment freight charges.
! FortiCare RMA requests can be logged 24 x7, the shipment service is available 8x5 during the
TAC opening hours.
! This service does not cover parts which have failed due to abuse, accidents, neglect or
improper use.

Enhanced 8 x 5 Return and Replace Service

Service description:
This service provides replacement of a unit on return of the defective part. The shipment of the
replacement will take place within 3 Business Days of receipt of the original.

Parts covered:
This service extends to the part corresponding to the serial number of the part registered on the
support contract. This may be an entire unit, a single blade within a chassis (FortiGate 5020, 5050 and
5140), a chassis, or a module.

Service activation:
This service is activated by placing a telephone call to the Fortinet TAC or logging an RMA ticket via the
web. Fortinet support will ask basic troubleshooting questions in order to confirm the hardware
failure. The customer will be asked to confirm the shipping address and any other specific contact
details.

Service provided:
! Remote diagnostic of unit.
! Confirmation of failure, through provision of an RMA form and reference number.
! Shipment of the replacement part within 3 Business Days of the receipt of the original.
Customer responsibility:
! Provide all information requested by TAC to confirm hardware diagnostic.
! Provide shipping details in the format of an RMA form.
! Return defective unit to Fortinet Logistics center indicated in the RMA form.
! Return unit in original box with a copy of the RMA form inside and the RMA number clearly
marked on the exterior.
! Registration of the replacement unit to transfer contract entitlement to the new serial
number.

Comprehensive 24 x 7 Advanced Replacement Service

Service description:
This service provides for replacement parts delivery at Fortinets expense, on the next Business Day
after confirmation of the failure by the Fortinet TAC. To ensure delivery times can be adhered to,
requests should be made before 14:00 CET.

Parts covered:
This service extends to the part corresponding to the serial number of the part registered on the
support contract. This may be an entire unit, a single blade within a chassis (FortiGate 5020, 5050 and
5140), a chassis, or a module.

Service activation:
This service is activated by placing a telephone call to the Fortinet Technical Assistance Center or
logging an RMA ticket. Fortinet support will ask basic troubleshooting questions in order to confirm
the hardware failure. The customer will be asked to confirm the shipping address and any other
specific contact details.

Service provided:
! Remote diagnostic of unit.
! Confirmation of failure, through provision of an RMA form and reference number.
! Shipment of a replacement part on the Next Business Day following the issue of an RMA
confirmation form.

Customer responsibility:
! Provide all information requested by TAC to confirm hardware diagnostic.
! Provide shipping details in the format of an RMA form.
! Return defective unit to Fortinet Logistics center indicated in the RMA form.
! Return unit in original box with a copy of the RMA form inside and the RMA number clearly
marked on the exterior.
! Return the defective unit within 30 days of receipt of the original. After this time Fortinet
reserves the right to bill a non-return fee equal to the current list price of the unit.
! Registration of the replacement unit to transfer contract entitlement to the new serial
number.

GLOBAL HEADQUARTERS EMEA SALES OFFICE-FRANCE APAC SALES OFFICE HONG KONG
Fortinet Incorporated Fortinet Incorporated Fortinet Incorporated
1090 Kifer Road, Sunnyvale, CA 94086 USA 120 Rue Albert Caquot, Room 2429-2431, 24/F Sun Hung Kai Centre
Tel +1-408-235-7700 06560 Sophia Antipolis, France No.30 Harbour Road, WanChai, Hong Kong
www.fortinet.com/sales Tel+33-4-8987-0500 Tel+872-3171-3000

Although Fortinet has attempted to provide accurate information in these materials, Fortinet assumes no legal responsibility for the accuracy or completeness of the information. Please note that
no Fortinet statements herein constitute or contain any guarantee, warranty or legally binding representation. All materials contained within this publication are subject to change, modify, transfer
or otherwise revise this publication without notice.