Service specific Terms and Conditions for the IC Fortigate Support services.
The following definitions shall apply to the provision of the Service, in addition to those in the Main Terms and Conditions;
This is an ancillary service designed to compliment and add additional value to the support provided directly by Fortinet. The service provides the ability for help and guidance on changes and configuration by way of a set number of tickets. It also provides secure offsite configuration backup & storage and reporting services to provide an insight into the firewall(s) being deployed. It is aimed to reduce the need for customer specifically trained engineers to lighten the local IT burden and ensure trained engineers are on hand.
This is service is separate to the Warranty, Support and Licencing provided by Fortinet, all device faults, returns and software faults should be raised directly to Fortinet to avoid additional time delays. As part of the support service IC can be used as first line diagnostics and provide the information to assist in the diagnosis by Fortinet and IC can optionally raise the faults into Fortinet on behalf of the customer by request.
It is technically impracticable to provide a fault free Service and IC does not undertake to do so. IC will, however, report, repair or escalate faults into the various vendors and suppliers in accordance with the SLA targets and contents of these terms. A prerequisite requirement for the IC Fortigate Support is that the customer maintains a valid support and software updates agreement in place with Fortinet for the devices being covered.
The agreement does not imply anything other than a ’support’ function and no warranties are either expressed or implied as to the effectiveness of those services. In particular no warranty or liability is accepted for the security of the devices as these are not within the control of IC. The Customer is ultimately responsible for the security of their network and acknowledges that the advice provided by IC is for guidance only and will be based on training and industry practice. Neither IC nor any of its employees are liable for the quality of advice and support provided.
The Customer acknowledges that no security system can provide perfect security. The Customer also acknowledges that a Fortigate firewall is only a small element within a far wider scope that is network security and should be used in conjunction with other best practice industry solutions including, but not limited to, suitable endpoint security.
The Fortinet Firewall while incorporating Unified Threat Management (UTM) technologies to increase the effectiveness of perimeter security are not and should never be conceived as the only security requirements. Specifically attention should be given where connections through the firewall are of an encrypted nature and additional practices and technologies or features will be required to help mitigate the risks. Where traffic is SSL encrypted the firewall can act as a ’man-in-the-middle’ if an SSL certificate is installed and maintained (this is not included as part of this package but can be applied as a ticket request for change providing a suitable certificate is purchased / chosen).
Part of the security scheme can include the complimentary FortiClient endpoint security package which is available separately and is outside of the scope of this IC Fortigate Support. When endpoint security is purchased from IC, this agreement is extended to include assistance for clients by way of standard tickets.
Security of internal systems are excluded and where requests for ’port mapping’ are received, the Customer acknowledges that this is opening a direct hole from the public domain directly through to the internal network and security will be reduced as a result.
The lead times quoted are for standard delivery where stock or resources are available at the time of order, where possible it is requested that a forecast is supplied to cover 90 days where multiple systems are being requested to assist in stock and resource management and reduce potential shortages / delays. Where additional network build is required or for complex solutions that include connectivity these times will not apply. Where the planning activity / survey confirms that standard delivery is possible then the following shall apply;
Service Type |
Lead Time |
New contract initiation Ticket response / configuration change Fault assistance |
5 days 2 days 4 hours |
Where IC are prevented from providing the service because the customer fails within a reasonable timescale, to provide essential information to the order or delivery of the service or unreasonably refuses entry to the customers premises or acts in a manner that prevents the order or installation being completed such acts will be deemed as cancellation of the order prior to installation and will be subject to a cancellation fee.
Service is deemed to have commenced and be live once an associated Fortigate firewall is logically connected to the IC Fortimanager Platform or initial configuration performed on a device.
Cancellation prior to going live may be performed with 48 hours notice with no penalty.
To cancel any service following the minimum term of a contract for a service or item please submit in writing such notice, the minimum notice period is 90 days which shall commence upon acceptance of the cancellation notice by IC. Where a contract is an annual contract (for example a support agreement against hardware or licence) notice to cancel should be submitted at least 90 days prior to the next renewal date for the annual contract (anniversary of the original first billing date for the item or service).
As per end of term a notice of 90 days in writing is required, upon receipt of such notice a final settlement calculation will be performed and a quote provided. Once the quote is accepted by the Customer IC shall then commence the cancellation notice period, cancellation will be deemed complete when IC is in receipt of cleared funds settling the final account for the items / services being cancelled. The following provides an indicative calculation for early termination fees based on a 36 month term;
During the contract Firmware updates may released by Fortinet and depending upon IC Fortinet Support package chosen the Customer may request for an update to be performed. Updates will be limited to number specified with the package within a 12 month period and are per device covered by the agreement. Interim updates and security fixes are typically supplied automatically as part of the Customers agreement directly with Fortinet and are therefore excluded from this contract and will not count.
Where a Major Release is made by Fortinet for a model of Fortigate and following direction from the customer IC will where within allowance perform remote a configuration backup and upgrade of the system, test the upgrade and where necessary update any configuration to work with the new release.
IC reserves the right to cancel maintenance, support or updates for equipment that has been withdrawn or reached an end of life position. In this case the customer may be entitled to discounts on upgrades to newer current equipment. In some instances support for some vendors may also be removed or replaced with alternative vendors as would be expected in a changing market and legacy vendors may be removed from the compatibility matrix.
Article ID: 213
Created: Wed, Aug 29, 2018
Last Updated: Wed, Oct 10, 2018
Author: Mark Simcoe
Online URL: https://kb2.ic.uk/article.php?id=213