SERV ICE DESCRIPTION

FORTICLOUD™

1. Introduction
FortiCloud is a suite of cloud portals and services enabling Customers to access and manage a range of Fortinet managed
and hosted web-based environments (the “Service Portal”) available through purchase and registration of the applicable
service contracts covering a wide range of cloud-based services (the “Service Options”). The Service Portal provides a
set of infrastructure components and deliverables, as described in this Service Description, for all Service Options.
Through a single and unified login access, Customers can benefit from security product and management services,
offering a consolidated way to connect, and manage the purchased Service Options.

The Service Options (as referenced in section 3) represent a set of cloud portals and features which may take the form
of Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), or other delivery mechanisms such as Infrastructure-as-
a-Service (IaaS). The Service Portal also provides access to the asset management and support portal for management
of Fortinet devices and accounts.

The Service Portal provides a centralized environment that makes available the following infrastructure components to
the Customer dependent on purchased service and Service Options:
 Security Services
 Support & Entitlement
 Network Services & Management
 Monitoring & Analysis
 Software Downloads
 Documentation
 Single Sign On (“SSO”) & Authentication
 Identity Access Management (IAM) & Organisational Units (OU)

2. Service Features & Deliverables

The Service Portal and Service Options jointly, are comprised of Customer account level services bound by common
account management, accessed via SSO, and monitored for hardware availability, service capacity and network resource
utilization. The Service Options are made available in various regional SSAE 16 compliant datacenters ensuring that
Customer data is contained within defined boundaries which do not share Customer’s logs or configurations between
regional instances, unless specifically referenced within the service description for the specific Service Option.

Through subscribing to these services, the following features are included for all supported technology:
 Management of Fortinet cloud infrastructure on a twenty-four (24) hours per day, seven (7) days a week basis
with target availability of 99.99%.

For Customers who want additional functionality including improved remote management capabilities and access to
trial versions on various Service Options, FortiCloud Premium is an annual subscription that can be purchased per
account. This limited use subscription may be defined by number of devices, IP Addresses, submissions, time or any
other method as set out in the individual service description for the specific Service Options.

3. Service Options
The Service Portal provides for a number of Service Options as referenced in the then-current Fortinet price list and as
specified in the table below. For clarity, any Fortinet services that are not listed in the table below shall not be
considered a Service Option. Each Service Option may be detailed further in the associated service description as
referenced within.

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 Cloud Management
 FortiGate™, FortiWiFi™  FortiExtender Cloud™
 FortiManager Cloud™  FortiAnalyzer Cloud™
 FortiClient EMS™  FortiSOAR Cloud™
 FortiLAN Cloud™

Cloud Services
 FortiPresence Cloud™  FortiToken Cloud™
 FortiCASB™  FortiPenTest™
 FortiMail Cloud™  FortiSandbox Cloud™
 FortiPhish™  FortiWeb Cloud™
 FortiInside™  OC-VPN Portal
 FortiGLSB™  FortiCWP™
 FortiConverter™  FortiPAM™
 SOCaaS  FortiVoice™

The FortiCloud service description is supplemented by a service description for each of the Service Options. In the event
of a conflict, the service descriptions on the Service Options shall have precedence over the FortiCloud service
description.

4. Customer Required Contribution & Responsibilities

 Create and manage a Service Portal account at https://support.fortinet.com.
 Register all Fortinet products, licenses, and service contracts in the Service Portal to organize and view
Customer’s assets.
 Access the Service Portal through supported web browser software with appropriate internet connectivity and
bandwidth for communicating the data. Access to the internet with appropriate network access configuration
enabling devices to communicate with the Service Portal. Logs might be sent to the Customer periodically
during which time internet connectivity must be available.
 Ensure Fortinet product and software versions are supported and up to date to be able to use the Service
Portal.
 Apply appropriate configuration of Customer’s infrastructure in accordance with the Service Option’s then-
current configuration guides including alignment with the Customer’s security policy in order to ensure the
effectiveness and availability of the Service Portal and Service Options.
 Designate a network security skilled individual who will serve as a single point of contact for liaising with
Fortinet. This person should be able to assist with determining priorities, be responsible for the management
of the Support Portal.
 Understand and comply with any relevant data protection laws or restrictions that governs the data contained
within the submission to Fortinet.
 Purchase and maintain all required Service Portal and Service Options entitlements (in accordance with
purchasing instructions defined in section below) to adequately match or exceed the Customer’s present and
future usage of the Service. In the case when a Service is suspended due to inadequate or expired service
entitlement, Fortinet shall not be held responsible for any service interruptions and/or degradations of the
Customer’s network, systems, applications, and/or devices or any other damages, consequences, or
disruptions caused to Customer or third parties as a result of such Service suspension.

5. Scope and Conditions

 Customer agrees to use the Service Portal for legitimate and lawful business purposes only. In particular, the
Customer is responsible for ensuring that its usage of the Service Portal shall be in accordance with all
applicable laws (including, but not limited, privacy and security laws) and proper controls and processes shall
be implemented in this respect. Therefore, Fortinet explicitly advises the Customer to always assess and ensure
that the usage of the Service Portal complies with local legislation prior to its deployment. Should Fortinet
discover illegal activity, or activity likely to undermine the integrity of the Service Portal, regardless of intent,

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 the access to the Service Portal may be terminated without notice and, where appropriate, the relevant
authorities may be notified. In the event that the continued provision of the Service Portal to the Customer
would compromise the security of the Service Portal or Fortinet’s systems, networks or reputation, the
Customer agrees that Fortinet may temporarily or permanently suspend the Service Portal to the Customer.
 Any loss of connectivity by the Customer, that is not as a result of failure of Fortinet managed infrastructure,
is the responsibility of the Customer with the Service Portal continuing to be considered as being utilized. For
clarity, availability targets only apply to the FortiCloud infrastructure.
 Fortinet will use reasonable efforts to perform the maintenance of its infrastructure, aiming at minimizing or
mitigating any Service Portal disruption to the extent reasonably feasible. In particular, Fortinet will use
reasonable efforts to provide the Customer with forty-eight (48) hours advanced notice in the event that any
planned maintenance activity may cause Service Portal disruption. For any planned maintenance, Fortinet will
use reasonable efforts not to perform it between the hours of 8 am and 6 pm in the time zone where the
infrastructure subject to maintenance is located, and not for more than eight (8) hours in any given calendar
month. Notification will be made through the most appropriate means at the discretion of Fortinet which may
include email, portal messages or other means.
 In the event that the integrity of the Service Portal is at risk, Fortinet may perform emergency maintenance
actions at its sole discretion and will use reasonable efforts to inform all affected parties within one (1) hour of
the start of the maintenance activity.
 During any maintenance activity that requires the Service Portal to be unavailable, Fortinet will use reasonable
efforts to configure the bypass traffic directly to origin web servers to minimize Service availability impact.
 The Service Portal and Service Options may help to enhance the security of the Customer’s networks but are
subject to intrinsic reliability and technical limitations. It is therefore technically impossible to guarantee that
malicious activity will be effectively blocked or prevented. Fortinet accepts no liability for any damage or loss
resulting directly or indirectly from any failure of the Service Portal and Service Options to detect, prevent or
block malicious activity.
 All service levels described in this document are targets which Fortinet will use reasonable efforts to achieve.
Any loss of network connection, telecommunication links or internet connection is the responsibility of the
Customer with the Service Portal continuing to be considered as being utilized. The availability target only
applies to the Service Portal infrastructure and will exclude delays related to unavailability or disruption caused
by any of following events, without limitation:
i. scheduled maintenance or emergency maintenance;
ii. unauthorized user changes;
iii. Customer initiated changes whether implemented by Customer or Fortinet or a third party on
behalf of Customer;
iv. Customer exceeding the subscribed Service entitlement;
v. Customer's failure to adhere to Fortinet implementation, support processes and procedures;
vi. acts or omissions of the Customer, its employees, agents, third party contractors or vendors or any
third party accessing the Service;
vii. any violations of the Customer responsibilities defined herein;
viii. any event not wholly within the control of Fortinet;
ix. negligence or willful misconduct of the Customer, or others authorized by the Customer to use the
Services provided by Fortinet;
x. any failure of any component for which Fortinet is not responsible, including but not limited to all
Customer´s infrastructure, internet access, electrical power sources, networking equipment,
computer hardware, computer software or data;
xi. any failures that cannot be corrected because the Customer, personnel, its systems or networks
are not reasonably accessible to Fortinet. It is the Customer's responsibility to ensure that technical
contact details are kept up to date by submitting a request ticket to confirm or update the existing
the technical contact details;
xii. high Availability events and scaling events
 The Service Portal, including Service Options, is available in English.
 This Service Portal is covered by the then-current Fortinet Service Terms and Conditions located at
https://www.fortinet.com/content/dam/fortinet/assets/legal/Fortinet-Service-Offering-Terms.pdf.
 Customer represents and warrants that it has all rights, permissions, and consents necessary to: (a) provide
and make available to Fortinet the personal data to deliver the Service and necessary support; and (b) grant

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 Fortinet the right to process such personal data (i) for the provision of the Services and related support; (ii) as
required by applicable law; (iii) as reasonably requested by the Customer via available access controls; (iv) as
reasonably necessary to prevent or address technical problems or violations of the Service; and (v) as set forth
in the following sentence. Fortinet will process the personal data that Fortinet receives through the Service
pursuant to: (i) a data processing agreement executed between the parties where required under applicable
law, and (ii) the provisions of the Fortinet Privacy Policy located at
http://www.fortinet.com/aboutus/privacy.html . When the Service provides Customer with new personal data
that Customer did not already possess (such as the Service’s determination that a particular email poses a
security threat), Customer may use this new personal data solely for customer’s lawful internal cybersecurity
purposes.

6. Eligibility & Purchasing

The Service Portal is available to an end-customer including, as the case may be, Fortinet’s authorized MSSPs (the
“Customer”). The Service Portal will only provide access to asset management and support portals. All features and
functionality relating to Service Options are subject to the purchase, registration and activation of the applicable Service
Option contracts. With the purchase, registration and activation of FortiCloud Premium service contracts, the Customer
may benefit from additional features and is a pre-requisite for certain features or Service Options as referenced in the
applicable service description.

FortiCloud Premium
The FortiCloud Premium License is available for purchase by the Customer through authorized Fortinet resellers and
distributors globally. Each service is delivered to the Customer as referenced in the purchase order placed with Fortinet
by a customer or Fortinet authorized partner or distributor.
The date of the Service registration determines the start date of the Service (the “Service Start Date”) which will run for
the period determined by the Service SKU purchased by Customer notwithstanding if the Service entitlements are not
fully consumed (the “Service End Date”). The registration and delivery of a service included into the FortiCloud service
covered by this service description must commence within three hundred and sixty-five (365) days from the contract
creation date, after which the service is forfeited without any refund.  In no circumstances will the duration of the
Service be extended.  All sales are final. 

Purchasing information:

FortiCloud Premium Account License - Subscription per account FC-15-CLDPS-219-02-DD

With “DD” indicating length of the service in number of months.

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