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Authorized Support Centres
The Authorized Support Centre or ASC program is a certification program designed to enable selected partners to provide technical support for Citrix products to our end user customers. The ASC Certification ensures that providers have outstanding technical skills to successfully support Citrix-based solutions.
We at Citrix understand the importance of having local availability to a high quality of technical support at any time in your local language. Being able to rapidly troubleshoot, accurately diagnose, escalate and resolve technical issues is key to ensure your environment is running smoothly and your business is not critically affected. Because Citrix Technical Support does not have a presence in all European countries, we work closely with our best partners to ensure our end user customers receive high quality service when and wherever they need it.
Why Choose an ASC
If you require a local point of contact for your small to medium size organisation, who is able to provide high quality support with a strong relationship to the vendor, choosing an ASC partner might be the right solution for you. With the ASC program, end users are given a reliable way to select and compare the quality of technical support providers across the board. Here are some other reasons to choose an ASC Partner over a direct support agreement with Citrix:
- Provides support in local languages and local time zones
- Delivers quick onsite support if it becomes necessary
- Multi-vendor support and special support packages which Citrix cannot offer directly
- Close relationship and back up support with Citrix (virtual relationship)
- Quality of support is guaranteed through certification, training and end user feedback
- Monitored by Citrix on a regular basis
ASC Certification Program
All our ASC Partners are carefully selected by Citrix and have all completed a Certification Program. Each year Citrix will re-certify the ASC partner to make sure quality standards remain at the required levels. Besides providing global 24x7 Citrix support through a senior Technical Relationship Manager or TRM with a 1 hour response time, Citrix also takes special care of the development and training of our ASC partners. Regular training is provided to the ASC engineers. During this process, they receive intensive training at the Technical Support Centre in Dublin, as well as onsite at their location, on selected subjects to fill skill gaps. This training ensures a constant knowledge flow between Citrix and our selected partners, which will help you to resolve technical issues as efficiently as possible with minimal delay.
The ASC certification is an organisation-level certification program, which means that it is designed to measure an organisation’s ability as a whole to support Citrix solutions.
In order to become an ASC, an organisation must meet a set of stringent requirements that indicates their ability to provide quality technical support to its clients. Only those organisations which meet the following Citrix requirements are considered to become an Authorized Support Centre.
- Personnel with CCA and CCEA
- Engineers that meet the NT/W2000, Web and Unix criteria
- Ability to provide 24x7 hour support
- Travel twice a year to Citrix regional office for training
- Attend webcast training sessions
- Pass written & oral exams administered by Citrix
- Three client references
All program participants will be re-certified every year to maintain the highest quality ASC Program.
Here are some of our current ASC partners:
Authorized Support Centers in Central Europe
Authorized Support Centers in Northern Europe
Authorized Support Centers in Eastern Europe
Authorized Support Center in Southern Europe
To learn more about how the Authorized Support Centres can help you get the most out of your access infrastructure, contact us at ASC@citrix.com or call us at +353 1 805 5000.
