Fortinet offers replacements in advance

Bengaluru: Fortine announced the launch of an enhanced RMA program for customers in India supported by Indelox Services on the logistics front. This new scheme forms the backbone of an improved after-sales support infrastructure in the country, allowing end-users the option to elect 24x7 Advance Replacement service over the existing 8x5 Return and Repair offering. All existing and new customers can now upgrade and/or opt for the premium 24x7 advance replacement, which allows customers to receive their replacement units directly from Fortinet before shipping out the defective unit.

According to Vishak Raman, Regional Director-India and SAARC, Fortinet, “Large enterprises and carriers will find the new 24x7 Advance Replacement service reassuring, as it ensures that there will be no downtime to their security operations in the event of a hardware failure. Receiving the replacement unit onsite for a direct swap provides CIOs the peace of mind to consider Fortinet as the preferred enterprise security vendor with an added competitive edge in the marketplace today. This new RMA program, directly managed by Fortinet, is a key strategy in strengthening our business model in the country. Fortinet is committed to the Indian marketplace and this improved program, together with our customer service support center, is fundamental in strengthening our market presence today.” Previously, the RMA program was wholly managed by Ingram Micro, Fortinet's distribution partner in India.

For advance replacement (24x7) cases, Fortinet will work with Indelox Services to ship a replacement unit to the customer upon receiving the completed forms, in the event of hardware failure confirmed by Fortinet's support after remote troubleshooting. If the forms (including shipping permits, if required) reach Fortinet on or before 2 pm, the replacement unit will be shipped out the same day. However, if the forms arrive after 2 pm hours, the replacement unit will be shipped out the next working day. In both instances, freight charges incurred during the outgoing shipment of the replacement unit will be borne by Fortinet. The customer should hand over the defective unit to the nominated courier, who will deliver it to Indelox Services on the same day or within the next five days after the replacement unit has been delivered onsite.