Fortinet FortiCare Priority RMA - Extended Service (Renewal) - 5 Year - Service

The Fortinet FortiCare Priority RMA Service is engineered to maximize uptime for mission-critical networks by delivering rapid hardware replacement and proactive support. This extended renewal provides a structured path to minimize disruption whenever hardware faults occur, offering flexible delivery options such as next-calendar-day replacements or four-hour on-site replacements. Beyond simply shipping replacement hardware to your location, Fortinet can deploy a qualified engineer to perform on-site replacements, verify configurations, and validate post-install system performance. This level of service is designed for environments where every minute of downtime matters—from financial services to healthcare, SaaS providers to enterprise networks—and aligns with how modern IT teams plan for resilience and continuity. By renewing FortiCare Priority RMA for five years, you secure a premium level of service that integrates with your asset management, procurement workflows, and long-term budget planning, helping you preserve operational integrity and maintain robust security posture over time.

• Rapid hardware replacement options: FortiCare Priority RMA offers fast replacement pathways to suit your business needs, including next-calendar-day shipping for hardware that can be swapped remotely or via courier, and a four-hour on-site replacement option when your environment requires hands-on intervention. This flexibility minimizes downtime during a failure and supports critical uptime SLAs, reducing the risk of extended outages that can affect users, customers, and operations. The service is designed to streamline logistics, coordinate with carriers, and deliver the right replacement part promptly so your security stack remains intact without extended exposure to vulnerability windows.
• On-site engineer support when required: In addition to shipping replacement hardware, Fortinet can dispatch a qualified engineer to your site to complete the hardware swap and perform on-site verification. On-site service includes physical installation of replacement devices, rapid handover to your network team, and confirmation that the device integrates correctly with your existing Fortinet infrastructure. This option is particularly valuable for complex deployments, multi-device environments, or installations that demand on-site expertise to minimize configuration risks and ensure a smooth transition between devices during the replacement process.
• Five-year renewal coverage: This extended service provides five years of ongoing FortiCare Priority RMA support, helping you manage long-term risk and budget planning for hardware reliability. A five-year horizon aligns with typical hardware refresh cycles and enterprise procurement planning, removing the guesswork from IT budgeting. With this renewal, you gain predictable service levels, streamlined renewal processes, and continuity of support that supports your organization’s security readiness and network resilience across multiple device generations.
• Priority processing and enhanced support: Priority RMA carries elevated case handling to accelerate response and escalation, ensuring that critical firmware, hardware, or configuration issues receive prompt attention. While response times can vary by location and service level, customers typically benefit from shorter wait times and clearer escalation paths. This premium support posture helps IT teams maintain confidence in their security posture, knowing that urgent hardware failures are prioritized and managed through a dedicated workflow that keeps your Fortinet ecosystem healthy and available.
• Comprehensive hardware shipping and logistics: The service includes the end-to-end logistics of replacement hardware, shipped directly to your site with the proper packaging and tracking. Fortinet coordinates the intake, labeling, and return of defective hardware, reducing administrative overhead for your IT team. By handling the shipping and warranty logistics, Fortinet minimizes the timelines between failure detection and restoration of network services, helping you meet internal service level objectives and external compliance requirements more effectively.

Technical Details of Fortinet FortiCare Priority RMA

• Service type: Extended Service Renewal (FortiCare Priority RMA).
• Duration: 5 Years.
• Delivery options: Next-calendar-day or four-hour on-site replacement.
• On-site support: Optional on-site engineering for hardware replacement and on-site verification.
• Hardware logistics: Replacement hardware shipped to the customer location with coordinated logistics.
• Compatibility and scope: Applies to FortiGate and other Fortinet devices covered under eligible FortiCare contracts; renewal must align with an active FortiCare plan on compatible devices.
• Escalation and governance: Priority routing with defined escalation paths to ensure timely issue resolution and service continuity.
• Geographic availability: Broad coverage designed for global deployments; specific response times may vary by region and service tier.

How to install Fortinet FortiCare Priority RMA

Activating FortiCare Priority RMA is designed to be straightforward for IT teams seeking rapid service continuity. The installation process for this renewal focuses on activation, assignment to the correct device, and readiness for replacement events. The steps below outline a typical activation and readiness workflow that helps you prepare your environment for a smooth experience when a failure occurs:

• Step 1: Verify device eligibility and confirm that a valid FortiCare Priority Renewal is active in your Fortinet account. Ensure that the device serial number(s) and model are supported under the Priority RMA program and that the renewal period aligns with your procurement schedules.
• Step 2: Coordinate with your Fortinet partner or Fortinet support to attach the Priority RMA service to the device serial number(s). This involves associating the renewal to the specific hardware assets and confirming the service level, delivery options, and escalation paths for the designated site(s).
• Step 3: Decide on the replacement modality (next-calendar-day or four-hour on-site) based on your location, network criticality, and the strategic importance of maintaining uninterrupted service. Document the chosen option in your incident response and asset management workflows to ensure clear expectations during an outage.
• Step 4: Prepare the installation site and device access ahead of a replacement event. Ensure unimpeded access to the affected device, power and network connectivity, and any required maintenance windows. Review hardware compatibility and licensing considerations to ensure a seamless transition from old to new equipment.
• Step 5: After a replacement occurs, confirm receipt of the replacement hardware, complete installation, and update your asset records. Validate that the new device is functioning correctly within the Fortinet ecosystem, including connectivity to FortiGuard services, management consoles, and any required configurations or policy updates.

Frequently asked questions

• What is FortiCare Priority RMA? FortiCare Priority RMA is a fast-track service that provides accelerated hardware replacement options and optional on-site engineering to minimize downtime for Fortinet devices, helping you maintain security posture and service continuity during hardware failures.
• How long does the service renewal last? The renewal extends coverage for five years, supporting long-term planning and budgeting for hardware reliability, replacement cycles, and ongoing Fortinet support.
• What replacement options are available? Customers can choose between next-calendar-day delivery and four-hour on-site replacement, depending on their location, network criticality, and service agreement terms.
• Is on-site engineering included? On-site engineering is available as part of the Priority RMA service to perform hardware replacement at your location when required, along with on-site verification and basic post-install checks.
• How do I activate or renew? Activation typically occurs through your Fortinet account, a Fortinet partner, or an authorized reseller, and is tied to a valid FortiCare contract and device serials. Renewal processes are designed to be streamlined and integration-friendly with existing asset management systems.