Fortinet − a global provider of network security – has announced that it has expanded its India Technical Assistance Centre by adding support engineers, professional services consultants and Premium Account managers.
Besides providing Level 1, Level 2 and Level 3 phone support to Indian and SAARC customers, Fortinet’s team will oversee Professional Services and Technical Account Management, ensuring expert and timely deployment of local projects.
In line with this expansion, Fortinet’s main office in India has moved to a new location on MG Road in Bangalore. The company will also boost investment in highly-skilled engineering resources to help customers solve difficult technical issues and deploy complex architectural designs and implementations. These resident engineers will have direct access to Fortinet’s developers and support resources for onsite or offsite implementations, and will ensure a timely, precise and complete service experience for customers.
Fortinet has also launched its Premium RMA Support service in Bangalore, Chennai, Delhi, Gurgaon, Hyderabad, Kolkata, Mumbai, Noida and Pune.
Fortinet Premium RMA Support is specifically designed for customers who need the assurance of a replacement part being delivered onsite within a given, stringent timeframe. Premium RMA Support will be delivered using dedicated stock located close to customer premises along with a network of trained engineers who are qualified to replace the equipment.
The three levels of premium RMA support currently available in India are:
•5-hour Onsite Engineer − Parts delivered onsite along with the services of an engineer, 24 hours a day, 7 days a week within 5 hours of RMA verification and approval by Fortinet support.
•5-hour Courier − Parts-only delivered onsite, 24 hours a day, 7 days a week within 5 hours of RMA verification and approval by Fortinet support.
•Next Day Delivery − Parts-only delivered onsite the next day following RMA verification and approval by Fortinet support.
With this expansion and launch of new services, Fortinet aims to more effectively support, collaborate and build long-term relationships with customers.
“The expansion of our support team and launch of new services help ensure critical replacements and technical assistance are readily available to customers at any point of time to ensure business continuity,” said Rajesh Maurya, Fortinet’s Country Manager for India & SAARC. “Through this move, we are complementing our world-class technology solutions with enterprise grade support to match our customers’ needs and expectations.”
