The following list outlines the different levels of support that are available in Australia & New Zealand. In this list, an “incident” is defined as a single support issue and reasonable effort(s) needed to solve it.

Preferred Support Option	Preferred XenServer & Citrix Essentials	Preferred XenServer & Citrix Essentials Extend	Open 10x5	Open 24x7	Pref PLUS Standard	Preferred PLUS
Incidents	5	5	25	50	50	75
Product Coverage	XenServer and Citrix Essentials products only	XenServer and Citrix Essentials products only	All software products	All software products	All software products	All software products
Hourly Coverage	Business Hours	24x7	Business Hours	24x7	Business Hours	24x7
Named Contacts	2	4	2	4	4	6
Technical Relationship Manager
Support Account Manager
Annual Training Event
Webcasts
Newsletters

In order to meet the needs of your unique environment, you also can purchase additional named contacts, additional regional coverage and additional packages of 10 incidents.

To learn more about how the Citrix Preferred Support Services can help you get the most out of your access infrastructure, contact your local Citrix Solution Advisor, or call your local Citrix sales office.