Product Lifecycle Support Policy

While Citrix strives to produce the best quality software, it is virtually impossible to test against all scenarios and software environments. Occasionally, issues may arise which impact product performance or functionality. Customers should address these situations through the technical support programs described in the Support and Services section of the Citrix web site.

Citrix lets you choose the right technical support program for your needs, with options including free web-based tools, our extensive network of solutions providers and technical support directly from Citrix.

The goal of Citrix support programs is to provide our customers with the tools and knowledge needed to identify any technical issue they have experienced. Once identified, Citrix will be able to recommend the next steps required to resolve the issue, from updating with the latest hotfix or service pack to product upgrades or migrations for older, outdated products. In some situations, Citrix may determine that an escalation is required in order to further isolate the issue and potentially resolve it with a private hotfix. Your Citrix support representative will tell you the appropriate steps to resolve technical product issues.

For the purpose of this policy, the following support definitions apply:

Support

  • General troubleshooting of an issue to isolate potential causes
  • Issue resolution through existing hotfixes or known workarounds

Maintenance

  • Resolving an issue through product code modification
  • Typically delivered via hotfixes or service packs