Support Services
Support Services
Support Services
Insoft Services has created specific Support Services for Customers having deployed Fortinet based network infrastructures. We ensure Support, Technical Intervention and Training in case of faults or need according to defined SLA.
You can choose among our tailor-made Support Services for maintaining and increasing the IT and Security infrastructure availability through a simple one-stop-shopping Support Contract.
When a fault is reported we ensure SLA-driven Remote Support via phone or email, and On-Site Support by promptly performing the necessary troubleshooting and debugging. We also take full coordination with the manufacturer support leading the call process until the elimination of the fault source.
Our mission is allowing you to take care of your core business while we take care of your infrastructure.
See the available subscription plans for Customer Support with Fortinet Products:
Silver Plan
The plan includes:- Support and troubleshooting
- Escalation management
- Support for communication with the manufacturer (support tickets)
- 1 Year of Support Services
- 2 On-Site Visits
- Unlimited Phone and Mail Support
- Monday - Friday (8:00 - 18:00, CET)
- Response Time during Service Hours: < 8 hrs
- Number of calls as per SLA-1
- Additional On-Site Support as per SLA-1
Gold Plan
The plan includes:- Support and troubleshooting
- Escalation management
- Support for communication with the manufacturer (support tickets)
- 1 Year of Support Services
- 4 On-Site Visits
- Unlimited Phone and Mail Support
- Monday - Friday (8:00 - 18:00, CET)
- Response Time during Service Hours: < 6 hrs
- Number of calls as per SLA-2
- Additional On-Site Support as per SLA-2
Platinum Plan
The plan includes:- Support and troubleshooting
- Escalation management
- Support for communication with the manufacturer (support tickets)
- 1 Year of Support Services
- 6 On-Site Visits
- Unlimited Phone and Mail Support
- Monday - Friday (8:00 - 18:00, CET)
- Response Time during Service Hours: < 2 hrs
- Number of calls as per SLA-3
- Additional On-Site Support as per SLA-3
Our Support Services foresee:
- Opening a ticket with the manufacturer support if necessary
- Qualification of the problem
- Troubleshooting over the phone
- Remote troubleshooting
- On-Site Troubleshooting (as per specific SLA)
- Interfacing supplier-support teams
- Coordination during the support phase
- Activity Monitoring and implementation
- Implementation of fault mitigation measures
- Continuous Reporting
- Call Closure
- Final Reporting
Ad-hoc Support Programs can be developed according to specific User needs for managing mission-critical Services. In addition, specific agreements can be contracted to address shortand medium-term campaigns where specific SLA shall be met.
Insoft Services Best Practices: We employ industry best practices (ITIL, COBIT, Prince2, etc) as applicable