PURPOSE: The Threat Management Service program is designed to assist with management of the Fortinet firewall and other Fortinet devices for MOREnet members. The service helps the member manage some or part of their network where technical resources are not available within their geographic area.
- MOREnet responsibilities
- Maintain and update critical patches and security updates for current stable versions of firmware after reviewing release notes while also considering unique member configurations, compatibility requirements and/or Fortinet TAC guidance.
- Work with Fortinet to stay up to date on current products and features.
- Verify/maintain health of network equipment.
- Work with member staff as needed to maintain best practices for security and interoperability.
- Work with member staff and Fortinet to support equipment.
- Process support cases submitted in MyMOREnet, phone call or email help@more.net.
- Automatic backup of configurations utilizing Fortinet’s management solution.
- Maintain userid/passwords necessary to access all equipment and applications covered by this agreement.
- Assist with capacity planning, future purchases, and E-Rate eligibility questions as requested.
- Troubleshoot network connectivity issues.
- Advise and/or coordinate additional MOREnet recommended improvements.
- Address additional items as needed.
- Provide best effort for any third-party integrations but cannot guarantee compatibility.
- In the event of equipment failure, MOREnet can assist with communication between MOREnet member and Fortinet.
- MOREnet does not perform the following services.
- Any physical wiring or cabling termination.
- Onsite consulting or installation is available for an additional cost at our professional services rate.
- Additional Fortinet equipment managed via the Fortigate web-interface can be managed by MOREnet for additional fees.
- Support
- Member is responsible for purchasing and/or leasing all support, licensing, and maintenance agreements for hardware and software (MOREnet can assist with options).
- MOREnet will provide support for the services listed in the agreement as follows:
- Configuration and updates will be coordinated with the member.
- MOREnet normal business hours are from 7:30 a.m. to 5 p.m. Monday through Friday; for emergent situations outside of business hours Fortinet TAC is available 24/7 via Fortinet Support Center at (408) 542-7780.
- To request support call (800) 509-6673, option 1, send email to help@more.net, or submit a ticket via MyMOREnet.
- MOREnet will log and track all requests through cases submitted. Cases will be available for viewing via MyMOREnet.