Fortinet FortiWLM Customer Service and Technical Support

Rick Williams
Network Engineer at a university with 201-500 employees
Unfortunately, with any product, as detailed as tech products are today, you tend to have use tech support. Even before, with Cisco, we had little tech support issues, because of the way technology and security is blowing up so quickly, and the detail in the all the products. All products have small issues or bugs or may have a little glitch where they don't work. Fortinet has them, but they're very good about helping you work around them, and then getting a release to fix that bug. We did run into a few of them, but none of them were major bugs that caused a huge interruption. They were minor bugs. Tech support is pretty good at analyzing it, and saying, "This is what it is," and coming up with a solution to work around it. We even have quarterly reviews, where they come onsite and we sit down and we talk. We talk about what's going on, what we like, any issues that we have. They've been really great. They'll say, "Well, what are you doing after this?" They don't take up a ton of our time, just enough to nudge us in the right direction. The sales engineer is someone else who, if I have a question or anything, I can shoot an email his way and he'll give me an answer right away. And if I have a ticket in that might be more major, something that I need a little bit more quickly, if I shoot them the ticket number and ask them to escalate it, they'll get more people involved, to work at getting a workaround, or a solution for it. They're really good about that. View full review »
Panduka Samarasinghe Cissp
Security Pre-Sales Engineer - Southern Reigion at a tech services company with 51-200 employees
I haven't had the chance to see the Wireless technical support side of the operation. Fortinet Wireless' tech is pretty knowledgeable about what they're doing so I would assume that their tech support caters pretty well. But I can't give a solid answer because I haven't had any experience with them. I do come in contact with their tech support pretty often when it comes to dealing with FortiGates, and their help is very good. View full review »
IT and IT Security Consulting at MacTaggart IT Security
I had some calls with Fortinet technical support, which is in India, and I had some very good experiences with their team. It was very professional and I got my answers within a reasonable time. I'm quite happy with both their online support and telephone support. It is very professional and there is nothing to complain about in that respect. View full review »
Learn what your peers think about Fortinet FortiWLM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,265 professionals have used our research since 2012.
Antonio Acevedo Boguer
We get good response from the tech guys at Fortinet. Our experience with them is absolutely positive. View full review »
Senior Technical Support Executive with 11-50 employees
I have been in contact with technical support a few times, although it was for known product issues that required doing things like installing a new driver. Overall, I would rate them to be good. View full review »
Senior Network Engineer at a K-12 educational company or school with 10,001+ employees
The technical support is great. I have not had any issues with it. The support staff knows the product well and responds to support requests in a timely manner. View full review »
Suresh Sharma
Sr. Technical Executive at a K-12 educational company or school with 1,001-5,000 employees
Technical support is very poor. We are not satisfied with the technical support because there is not any direct person from Fortinet for any troubleshooting, which we expected. View full review »
Service Delivery Manager at ZAVASI TECHNOLOGIES PVT LTD
Once you have a subscription, it works. After that, you open tickets with their technical support. There's no other challenge. We haven't needed to contact technical support as everything is pretty straightforward. View full review »
Sr. Director, IT at a healthcare company with 1,001-5,000 employees
Their tech support is average. Their response time is average. Their first-level support is okay, but it's not terrific. The few times we've had to open tickets, we've had to escalate to get to an engineer who could help. Usually, when we call, there is something really wrong and the front-liners are not geared toward high-end support. View full review »
Learn what your peers think about Fortinet FortiWLM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
426,265 professionals have used our research since 2012.