HEZO 360 is a unique package of technical support and logistics services, dedicated to owners of Fortinet's FortiGate series solutions. The first of them provide assistance in the configuration and use of FortiGate devices. The second one guarantees very quick replacement and startup of devices in the event of a failure. HEZO 360 services are available to new and existing users of all series of devices from this manufacturer.
It consists of:
- remote device deployment,
- help and technical support,
- remote configuration changes,
- AHR service 8h,
- configuration and log review,
- upgrade firmware.
For all service logistics services, the response time is a maximum of 1 hour.
Each service request is subject to verification, which involves conducting a technical interview, sending logs or the results of recommended HQIP device tests (to eliminate problems related to configuration or software). Devices for the AHB 24x7xNBD service are shipped on the same business day (Monday to Friday, excluding holidays) if the application is accepted and confirmed by 5 p.m. In other cases, shipment is made on the next business day. Each shipment within the service is given priority for urgent delivery.
GENERAL TERMS AND CONDITIONS OF PROVIDING HEZO 360 SERVICES »
Assistance AHB
Advanced Hardware Backup - is a maintenance service that, in the event of a failure, ensures replacement or provision of replacement equipment for the duration of the repair. The replacement device is delivered to the site via courier or - in the case of longer time options - by dedicated transport throughout the country.
| Service | Receiving applications | On-site presence (SOS) | Device delivery (AHB) |
|---|---|---|---|
| 8x5 NBD | From 9:00 a.m. to 5:00 p.m. on working days (Mon-Fri) | next business day | next business day |
| 24x7xNBD | 24 hours a day, 7 days a week | next business day | next business day |
| 24x7x8 | 24 hours a day, 7 days a week | 8h | 8h |
It is possible to price other time variants for the services provided according to the customer's needs, e.g. 24x7x4.
Assistance SOS
Service On Site - this is the most advanced service service which, in the event of a failure, ensures replacement or provision of replacement equipment for the duration of the repair. The service is performed at the device installation site by a certified engineer who will dismantle the damaged device, then mount, connect and run a new one and install the appropriate OS version along with the last copy of the configuration provided by the user.
| Service | Receiving applications | On-site presence (SOS) | Device delivery (AHB) |
|---|---|---|---|
| 8x5 NBD | From 9:00 a.m. to 5:00 p.m. on working days (Mon-Fri) | next business day | next business day |
| 24x7xNBD | 24 hours a day, 7 days a week | next business day | next business day |
| 24x7x8 | 24 hours a day, 7 days a week | 8h | 8h |
It is possible to price other time variants for the services provided according to the customer's needs, e.g. 24x7x4.
Assistance
Hezo Assistance provides support services in the configuration of Fortinet solutions, reconfiguration and assistance in situations that require network changes or concern security configuration in the company.
The device configuration is determined at a time convenient for the customer and within the availability of engineers (no later than 14 days from the date of receipt of the request).
CARE and Basic services allow up to 10 or 5 remote configuration changes and up to 10 tips per year for consulting and technical support.
The full scope and list of activities performed as part of the implementation included in the Care and Advanced services are available from Exclusive Networks Poland trading partners.
HEZO Assistance services are available for FortiGate, FortiMail, FortiAnalyzer and FortiManager solutions and models in the 20-200 range regardless of their generation (A, B, C, D, E, F series).
| Service | Advanced | Care | Basic | One |
|---|---|---|---|---|
| 24x7 support | • | |||
| 8x5 support | • | • | • | |
| Response time | 1h | 4h | 4h | 4h |
| Assistance in the correct registration of the product in accordance with the manufacturer's requirements | • | • | • | |
| Full configuration of the device at the installation site by a certified Fortinet engineer in accordance with user requirements, best practices and engineers' experience based on templates and consultations | • | |||
| Full remote configuration of the device by a certified Fortinet engineer in accordance with user requirements, best practices and experience of engineers based on templates and consultations | • | |||
| Number of device reconfigurations due to changes in environment or customer requirements | no restrictions | 10/year | 5/year | 1 |
| Configuration advice | no restrictions | 10/year | 5/year | 1 |
| Remote telephone support from a team of certified engineers | no restrictions | 10/year | 10/year | 1 |
| Assistance in submitting service requests to the manufacturer | • | • | • | • |
| Assistance in the process of repair and replacement under the warranty | • | • | • | • |
| Available support period | 1 year/3 years | 1 year/3 years | 1 year/3 years | one-time support |