FortiCare vs FortiGuard vs 24×7 Hardware Replacement
FortiCare is Fortinet’s support and hardware-replacement entitlement (technical support, firmware access, RMA). FortiGuard is the security intelligence subscriptions (IPS, antivirus, web filter signatures, and related services). 24×7×4 (Priority RMA) is a faster hardware-delivery add-on and does not replace FortiGuard. You normally want FortiCare and FortiGuard together if you require high availability and reduced downtime.
Megatron Technology Pte Ltd (est. 1990), Singapore Cisco Networking Partner and Managed Services Provider, Fortinet reseller. CT Hub, Kallang.
Related pages: Fortinet · FortiGuard expired: why web filtering locks users out · FortiGate vs Meraki MX for Singapore offices · Knowledge base
Three names buyers mix up
| Term | What it is | What it is not |
|---|---|---|
| FortiCare | Support contract: help from Fortinet, firmware updates, and hardware RMA for the term (tier-dependent) | Not a threat-signature feed |
| FortiGuard | Security services / signature and cloud intelligence updates that power IPS, AV, web filtering, and more | Not hardware replacement |
| 24×7×4 / Priority RMA | Expedited replacement hardware delivery (availability depends on location); requires eligible FortiCare | Not a substitute for FortiGuard; not the same thing as “24×7 phone support” alone |
Fortinet’s FortiCare materials describe tiers such as Essential, Premium and Elite, with different response targets and RMA styles (for example return-and-replace versus advanced replacement). Priority RMA options (including four-hour hardware delivery) are add-ons and do not replace FortiCare. Priority RMA is region specific, and you must provide the full address of the Fortigate before it can be ordered.
How bundles fit
ATP, UTP and Enterprise Protection package selected FortiGuard services with FortiCare support for a term (commonly 1, 3 or 5 years). The price varies according to how many UTM features you are bundling. For choosing among bundles, see FortiGate UTP vs ATP vs Enterprise Protection.
What you should consider when ordering
Use three lines on the business case, not vendor jargon:
Get access to firmware updates and RMA: that is FortiCare (support + RMA path + firmware).
Keep the security engines up to date: that is FortiGuard (signatures and related services).
Guaranteed replacement within a specific timeframe if the site is critical: that is Priority RMA / 24×7×4. You can buy PRMA on a pair of HA Fortigates for business critical sites.
Letting FortiGuard lapse means you run outdated version of antivirus or IPS, and web-filter can completely drop all traffic. Letting FortiCare lapse means you do not get access to newer firmware and hardware replacement.
FortiCare tiers simplified
Fortinet publishes Essential, Premium and Elite style tiers. In practice for office FortiGates:
Essential — more limited support and return-and-replace style RMA on eligible lower models; not where most production offices want to land.
Premium — the common bundle include: 24×7 technical support targets for critical issues and next-business-day advanced replacement on appliances (confirm your contract language).
Elite — tighter response targets and Elite portal insights for organisations that need faster vendor engagement.
Priority RMA (four-hour delivery, next-calendar-day options, optional onsite engineer) sits on top of eligible FortiCare and does not replace FortiCare. Availability is location-dependent; some countries do not support PRMA.
How this shows up at renewal
Renewals should name the bundle (ATP / UTP / Enterprise Protection) or the à-la-carte FortiGuard lines, the FortiCare tier, term length, and any Priority RMA. If someone offers “support only” without security services, or “web filter only” without FortiCare, ask them to restate the three columns above. For hardware refresh decisions at renewal time, also see FortiGate 40F/60F Refresh.
FortiCare and FortiGuard subscriptions show up on the Fortigate dashboard, PRMA does not. Check the support portal for full coverage.
When does 24×7×4 matter?
Standard FortiCare Premium-style coverage typically includes next-business-day advanced replacement (confirm your contract). If a dead firewall stops the whole office and you cannot wait for next-business-day logistics, ask about Priority RMA (often discussed as 24×7×4) or design an HA pair. Priority RMA is about hardware arrival speed; FortiGuard is about keeping security content current. Buying one does not replace the other.
What happens if something lapses?
FortiGuard lapses: the box may still pass traffic, but security services age out. Web filtering and related controls can fail closed or behave badly depending on configuration — see FortiGuard Expired: Why Web Filtering Locks Users Out.
FortiCare lapses: you lose the contracted support and RMA path. Firmware and TAC assistance for break/fix become a problem when you need them most.
Frequently asked questions
Is FortiCare “just RMA”?
No. RMA is one part of FortiCare. Technical support and firmware entitlements are the other parts buyers rely on during incidents and upgrades.
If we have 24×7 support, do we still need FortiGuard?
Yes. Round-the-clock support does not download IPS or web-filter intelligence. FortiGuard subscriptions keep those engines current.
Can Priority RMA replace an HA pair?
Sometimes for budget offices that can tolerate hours of downtime while a replacement ships. HA keeps traffic moving through a second live unit. They solve different risk profiles; many critical sites use both.
Where should these appear on a quote?
As named lines or a named bundle: hardware, FortiCare tier, FortiGuard/bundle, term, and any Priority RMA. See Where to Buy FortiGate in Singapore for a fuller buying checklist.
Is FortiCare optional if we have a local integrator?
A local partner helps with design and hands-on work. FortiCare is still what opens Fortinet TAC, firmware entitlement and RMA logistics for the appliance itself. Most healthy setups use both: partner for day-to-day delivery, FortiCare for vendor backing.
Clarify FortiCare, FortiGuard and RMA on your next quote
Megatron Technology Pte Ltd is a Singapore networking specialist established in 1990 (UEN 199002644W), a Cisco Networking Partner and Managed Services Provider, and a Fortinet reseller, based at 2 Kallang Avenue, #08-17 CT Hub. We design, size, licence, procure, deploy and support FortiGate with contracts registered to your account — invoice often well below list after stack. Visit our Fortinet page or contact Megatron Technology.