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FortiCare Services | Technical Support, Advanced Services, and Professional Services <br />5 <br />Enterprise Services offerings come in four levels: Premium, Business, First, and Global First.. <br />Service Provider offerings come in two levels: Select and Elite. Benefits vary by level. <br />FortiCare <br />Included Features <br />Account-level Advanced Services <br />Premium Business First Global First <br />Technical Support 24x7x365 24x7x365 24x7x365 24x7x365 <br />Direct Access to ASE Team ✓Designated ASE Lead TAM 3 Regional TAMs <br />Enhanced Reponse SLA ✓✓✓✓ <br />Business Review —Biannual Quarterly Quarterly <br />Account Planning ✓✓✓✓ <br />Device Performance Advice ——✓✓ <br />Device Configuration Advice ——✓✓ <br />Root Cause Analysis — P 1 P1/P2 P1/P2 <br />NSE 4 Training & Certification 3 3 5 15 <br />NSE 5 Training & Certification —3 5 15 <br />Advanced Services Points —6 16 48 <br />FortiCare <br />Included Features <br />Account-level Advanced Services <br />Select Elite Global Elite <br />Technical Support 24x7x365 24x7x365 24x7x365 <br />Direct Access to ASE Team ✓Lead TAM Lead TAM <br />Enhanced Reponse SLA ✓✓✓ <br />Business Review —Quarterly Quarterly <br />Account Planning ✓✓✓ <br />Performance/Configuration Advice —✓✓ <br />Designated Relationship Manager ✓✓✓ <br />18-month Extended Firmware —✓✓ <br />Lab Testing 5 Days 5 Days 15 Days <br />Upgrade Assistance —2 Products 6 Products <br />Root Cause Analysis P1/P2 P1/P2 P1/P2 <br />NSE 4 Training & Certification 3 5 15 <br />NSE 5 Training & Certification 3 5 15 <br />Advanced Services Points 6 12 36