Software Support

Your TRM's first responsibility is to understand your business and how your Citrix infrastructure supports it. This creates the basis for the TRM to keep you up-to-date with technical information relevant to your unique environment, advise you on technical best practices and educate you on troubleshooting methodologies and tools. Our intention is to add business value to the relationship and become a virtual member of your organization. This process begins with your TRM conducting an in-depth meeting to understand your technology and support requirements, which are captured in the Customer Account Plan and used as a framework throughout the entire contract period.

Your TRM will act as your advocate within Citrix, establishing communications with Citrix product management and development teams. As your voice within Citrix, your TRM will make sure that the correct priorities are given to any technical case and that your experiences with Citrix products and deployments are relayed to Citrix product management. The TRM can also provide you with access to product betas, extending your test window and offering you the ability to influence feature development.

TRM's are dedicated to understanding your IT environment, responding to needs quickly and keeping you informed.

Working proactively with your Citrix infrastructure, TRM's reduce support costs and minimize technical issues.

Open a Support Case Online - Open and manage your service requests
Contact Support by Phone - Contact the support center in your region

Our goal in Citrix Technical Support is to resolve any issue as quickly as possible. If you feel that your Service Request is not making progress, you can bring the case to the attention of the Citrix Technical Support Management Team. Take the following steps to raise the priority of your case, or to report a satisfaction or service quality issue:

• Signature of the engineer – The e-mail signature of each support engineer contains the e-mail address and phone number of their manager. If you feel your Service Request needs special attention, please feel free to contact the manager directly.
  
• General e-mail address − If you are unsure whom to contact for a satisfaction or service quality issue, send an e-mail to supportfeedback@citrix.com.
  
• When escalating a Service Request, please provide the following information:
  
• Service Request number
• Why you are escalating the Service Request
• Information on the business impact the issue has for your company

The Citrix Technical Support Services option can be renewed at the same terms and conditions for the period of one year at the end of each term unless otherwise agreed. To renew, please work with Citrix directly or with your preferred Citrix reseller.