Customer Service

Citrix Subscription Advantage

Citrix Subscription Advantage is the easiest way to keep business-critical computing environments running at maximum efficiency. It provides a convenient method to budget for your Citrix upgrades annually, without having to anticipate variable costs throughout the year. In addition, you get priority access to important Citrix technology information.
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Citrix Appliance Maintenance

This program offers a convenient way for customers to budget annually to receive technical support, software upgrades for appliances and Return Material Authorization (RMA) access in the event of appliance failure.
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Renewals for Citrix Subscription Advantage and Appliance Maintenance

When it's time to renew your membership, we can provide you with the necessary paperwork and help, ensure that your renewal information is complete and accurate. We can assist with helping you navigate through the process online via My Citrix.

• Expiration Details - Information about when your membership expires so you can be eligible for the next platform or feature release
• Renewal Quote - A list of your expiring licenses, giving you the opportunity to renew them prior to expiration

Allocation

Customer Service provides assistance with the online allocation of your Citrix product licenses.

Error Code Troubleshooting

We can aid in analyzing errors encountered during the licensing process to rectify the issue.

Setting product features

Customer Service continues to support setting feature release levels with earlier versions of Citrix products.

License Reports

Detailed information on your account licenses, provided via My Citrix or through a custom license report, helps you manage your Citrix assets.

Product Fulfillment and Upgrades

We can help you determine product fulfillment eligibility, guide you online to the latest product version available to you, then help you apply purchased upgrade licenses to your environment.

As a Citrix partner and customer, you have access to the My Citrix.com web site. My Citrix offers a personalized, customizable workplace that enables you to do your job better, faster and more cost-effectively than ever. My Citrix provides you with easy access to the Citrix Activation System (CAS), Subscription Advantage Management Renewal Information System (SAMRI), eQuotes, Advisor Rewards and Lead Management Tool (LMT) and eService.

My Citrix navigation

We can help you navigate through My Citrix to accomplish your daily tasks.

Login Problems

If you are a new user and require a login to the site, simply access My Citrix and click on the new user link. If you need further assistance, Customer Service can guide you through this process.

Specific downloads on My Citrix

Customer Service can provide navigation assistance with locating media downloads for evaluations, demos and retail products. We can also help determine eligibility for various Citrix programs.

General technical support questions

Our team can help determine when your support is due for renewal.

Reports

We can generate an array of comprehensive reports based on your needs.

Technical Support Incident

Our team can assist you with navigation to quickly process an incident online and connect you with the Technical Support team.

Technical Support Options

Companies without a technical support agreement are welcome to access the following resources:

Citrix Knowledge Base
Support Forum
Find Administrative Support in your region

Customer Service will ensure that our shipping department meets your needs. We can confirm shipment to your location and provide order tracking details.

Requests for evaluation copies and media kits

Customer Service can assist with obtaining evaluations online. Our team will guide you on how to order media kits for your Citrix products.

Damaged Product

In the unlikely event that you have received a damaged product, contact Customer Service and we can assist with requesting a replacement.

Incorrect Shipment

If you have not received a shipment, or received the wrong materials, our team will work with you to remedy the situation.

Shipment methods and status

We can assist with tracking shipments and locating electronic software delivery confirmations.

Update your company account:

• Company account changes and updates
• License transfers
• Consolidation of multiple accounts
• Company acquisitions

To complete these requests, you must have login credentials for the company you wish to make changes to. For further assistance please contact Customer Service.

This is an interactive tool where you can access a variety of resources to troubleshoot your Citrix environment. Technical Support Knowledge Base

Citrix Subscription Advantage provides a convenient way to budget for your Citrix upgrades annually, without having to anticipate variable costs throughout the year. In addition, you get priority access to important Citrix technology information and customer service news all year long. Find out how this program can benefit your business. Subscription Advantage

Citrix eLearning courses provide customers and partners with an efficient and easily accessible way to broaden and deepen their knowledge of Citrix technology and products. Find out how to get up to speed on the latest Citrix products. Citrix eLearning

Our online demos give users the opportunity to preview Citrix products and technologies “up close and personal.” You can experience live, interactive demos, or you can sit back and watch automated demos depicting our products from the perspective of both an administrator and an end user. Product Demos

Users can contact a customer service representative via phone or email, or report a non-technical issue through eService. For assistance contact Customer Service

Our exporting page includes a detailed product export classifications table. This table includes information on ECCN, license, restriction status, CCATS and classification dates for Citrix products. Citrix Product Exporting

To update your Citrix account, complete the online maintenance request located at My Citrix > Choose a Toolbox > My Support > Create a Service Request > Support Type - Customer Service > Service Request Type - Account Maintenance. This online maintenance request tool will allow you to request the following account updates:

• Update your company account
• Merge company records (merge, acquisitions & duplicate data)
• Transfer company licenses

To locate your Org ID/Citrix Customer ID, log into My Citrix > Choose a Toolbox > Update Locations, Contacts & Memberships. Your Citrix Organization ID will be displayed on the Organization Summary page.

Citrix Solution Advisor

Your authorized Citrix Solution Advisor is your first line of support for your access infrastructure solution. Citrix Solution Advisors educate, assist and serve as trusted advisors in helping you acquire, build and support access infrastructure solutions that will complement your services or products.
Locate a Citrix Solution Advisor in your area

Software Support program

Citrix Software Support services are offered in several different levels as well as for different software products to help you manage your business challenges. To obtain additional information on these programs, contact a Citrix Solution Advisor or Citrix Sales Support.
Submit a request for software support program information to Citrix Sales Support

Citrix Support Forum

The Citrix Support Forum is a venue in which you can post your questions for which other Citrix customers, Citrix Solution Advisors and partners to offer answers. You may also search by topics to see if your question has already been posted and responded to by other users. The Citrix Support Forum is monitored by Citrix Technical Support.
Access the Citrix Support Forum

Citrix Knowledge Center

The Citrix Knowledge Center is an interactive tool that includes a variety of resources to assist you with troubleshooting your Citrix environment.
Access the Citrix Knowledge Center

Billable incident

Support for single incident can be purchased from Citrix Technical Support for $800 (credit card only: Visa, Master Card or American Express). If you would like to receive assistance with the purchase of a billable support incident online, contact Citrix Customer Service at 800-424-8749.

For more information, please view our Support and Maintenance Programs.

You can download the latest product version if your Subscription Advantage, warranty or maintenance memberships are not expired. Log into My Citrix > Download > Product Software and you will be provided with a list of the product versions you are eligible to download.

Go to Citrix.com > Download > Clients then select the client you wish to download.

To activate/allocate your product licenses, log into My Citrix > Activation System/Manage Licenses (toolbox) > Activate/Allocate tab. Follow the instructions provided on the site to activate/allocate you product licenses.

You can upgrade/migrate to the latest product version if your Subscription Advantage, Warranty or Maintenance memberships had not expired when the version was released. Log into My Citrix > Product Upgrades/Fulfillment (toolbox) > Upgrade Eligible Products tab. Follow the instructions provided on the site to upgrade your product version.

Click on the Log in link or My Citrix link. Once on the log in page, click on the link for New Users. Complete the registration process.

Click on the Log in link or My Citrix link. Once on the log in page, click on the link for Forgot Your Password. You can search for your account by the following search criteria if you select the more options link:

• Login ID
• E-Mail address
• Support agreement and last name
• Sales contract number and contract administrator last name
• Serial number and machine code