Appliance Maintenance

Citrix Appliance Maintenance provides technical support from the Citrix experts to diagnose and resolve issues encountered with your appliance, the latest software upgrades and replacement of malfunctioning appliances to minimize downtime at your organization.

Additionally, dedicated account management is available as an add-on to the program for an even higher level of service.

Maintenance Levels

  Gold Silver Bronze
Available for: NetScaler, CloudBridge and NetScaler Gateway
Coverage Hours 24x7x365 Business Hours Business Hours
Incidents during each year term Unlimited Unlimited Unlimited
Software Updates and Bug Fixes 1 year 1 year 1 year
Return Material Authorization
(RMA) replacement
Advanced replacement for materials [1] Advanced replacement for materials [1] Standard replacement for materials [2]
Manufacturer's Warranty Coverage Hardware - 1 year
Software - 90 days
Hardware - 1 year
Software - 90 days
Hardware - 1 year
Software - 90 days
Terms Available during a product’s Mainstream Maintenance and Extended Maintenance Phases. Once a product version reaches the End of Life date, security related hot fixes, technical support and product downloads will no longer be available. For more information, please review the Citrix Product Support Lifecycle Policy.
[1] Ships within 1 business day after issuing the RMA number*.
 
[2] Ships within 10 business days after issuing RMA number*.
 
* Please note that in countries where regulation requires export approval documentation in advance of RMA shipment, the time for shipment may be longer.
 

Recommended additional services

Technical Relationship Management

Get a designated, highly trained single point of contact who is intimately familiar with your Citrix infrastructure and can help troubleshoot and resolve complex issues quickly.

Related Resources

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Worldwide Support Services Guide

A complete overview of Citrix Premier Support, Enterprise Support, Software Maintenance and Appliance Maintenance support services, benefits and guidelines.

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Citrix Appliance Maintenance

Discover the added security of our world-class technical support services for your appliance.

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Technical Relationship Manager Fact Sheet

The benefits, technical relationship and priorities that a TRM will provide for your business, as well as a detailed description of the role of a TRM.

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Technical Relationship Manager Terms

A Technical Relations Manager (TRM) is a for-fee, additional available service that provides Customer proactive technical relations management.

May 27, 2014

How do I contact Technical Support?

If you have an active support agreement:

For detailed instructions, please see these support articles:

Need to buy technical support?

What geographic regions are covered?

With ten support centers around the world and over 900 support professionals, cases are seamlessly transferred from one support center to the next, following the sun, to ensure cases are continually worked for rapid resolution.

Citrix Technical Support Centers cover the following regions:

  • North America, Latin America and the Caribbean (Americas)
  • Europe, Middle East and Africa (EMEA)
  • Asia Pacific - Asia, New Zealand and Australia (APAC)
  • Japan
Tech Support Centers Map

What languages are supported?

Although services are primarily provided in the English language, our technical support centers offer support in nine other languages during local business hours. Subject to availability, you may request to be supported in a language other than English when opening a support case.

  • Americas: English, Spanish, Portuguese
  • EMEA: English, French, German, Spanish
  • APAC: English, Cantonese, Mandarin and Korean
  • Japan: Japanese

What are the coverage hours for my Appliance Maintenance?

 Region/ Service Level

Bronze

Silver

Gold

North America, Latin America and the Caribbean 8:00 am - 9:00 pm
US Eastern Time
Monday - Friday
8:00 am - 9:00 pm
US Eastern Time
Monday - Friday
24x7x365
Asia (excluding Japan*) 8:00 am - 6:00 pm
Hong Kong Time
Monday - Friday
8:00 am - 6:00 pm
Hong Kong Time
Monday - Friday
24x7x365
Australia and New Zealand 8:00 am - 6:00 pm
AEST
Monday - Friday
8:00 am - 6:00 pm
AEST
Monday - Friday
24x7x365
Europe, Middle East, and Africa 8:00 am - 6:00 pm
GMT
Monday - Friday
8:00 am - 6:00 pm
GMT
Monday–Friday
24x7x365
Japan 9:30 am - 5:30 pm
Japan Time
Monday - Friday
9:30am - 5:30pm
Japan Time
Monday - Friday
24x7x365

How does 24x7x365 support work?

For support agreements that include 24x7x365 support, Citrix delivers support for all high severity 1 issues through our ten support centers around the world. Cases are seamlessly transferred from one support center to the next, following the sun, to ensure cases are worked continually for rapid resolution. Continuous case work is dependent on customer availability to allow 24x7 interaction on both sides.

Low to medium priority support cases are handled by the Citrix Support Center in your home region during regular business hours. Outside of business hours, including weekends and regional public holidays, support is delivered via the Global Citrix Technical Support desk.

How does the Return Material Authorization (RMA) process work?

RMA is a component of each of the maintenance offerings and varies based on the level. Customers that purchase Bronze level maintenance must ship the unit back to Citrix for analysis and Citrix will ship a replacement unit within 10 days. For customers that purchase Silver and Gold level maintenance, Citrix will ship a replacement unit within one business day. Technical Support will provide verification that the unit is defective and will then forward the RMA case to the Customer Service team in each region for fulfillment.

Please note that in countries where regulation requires export approval documentation in advance of RMA shipment, the time for shipment may be longer.

What are the RMA level processes, response times and rules?

  • Customer contacts Citrix Technical Support with a hardware warranty issue
  • Technical Support verifies that the unit needs to be replaced and forwards the information to Citrix Operations
  • Citrix Operations issues an RMA and ships a replacement unit
    • Bronze:  within 10 business days
    • Silver/Gold:  within one business day
  • Customer ships the defective product back to Citrix within five business days

Please note:  In countries where regulation requires export approval documentation in advance of RMA shipment, the time for shipment may be longer.

4-Hours Advance Replacement (Depot Service)

Designed for mission critical deployments, the 4-Hour Advance Replacement option guarantees a 4-hour turnaround on the delivery of advance hardware replacements. This option is an add-on to Citrix Gold Maintenance level and is available 24x7x365, including holidays.

Rules

  • Citrix will deliver advance replacements for selected defective hardware within 4 hours of final diagnosis of a part failure by Citrix, to customer sites located within 100 miles of an authorized Citrix depot location
  • There is no limit to the number of times the 4-hour Advance Replacement service can be activated during the contract time
  • This service is assigned to one Citrix customer location. It is not transferable.
  • This service cannot be enacted during a disaster or other situation considered an act of God
  • Each 4-Hour Advance Replacement agreement covers up to eight appliances
  • Customers can increase the number of reserved appliances by purchasing additional 4-Hour Advance Replacement agreements

How can I purchase Technical Support for NetScaler Gateway products?

Citrix Appliance Maintenance is available for the NetScaler Gateway physical appliances. Appliance Maintenance is not available for NetScaler Gateway VPX. Customers needing support for their virtual appliances can purchase the Premier Support add-on to their Subscription Advantage membership.

What are the definitions of builds?

There are three types of builds: a Private Build, a Point Fix and a Maintenance Build. Each build has a different definition and turn around time.

Private build

(NetScaler ADC, NetScaler App Firewall, NetScaler Gateway Enterprise Edition)

A private build (or engineering build) is a preliminary code fix which is given to a customer when actively working on resolving a customer problem. This is an “informal” fix that has had limited in-house testing, and that may or may not be expected to solve the problem the first time. The private fix may contain additional tracing and debugging code to help with problem determination. Private fixes are not completely regression tested, are not intended for release into a production environment and may not have gone through the formal test QA process. This private fix is only available from the Citrix Escalation and Third Level Teams.

Turnaround time is 5-10 days from development to testing, depending on issue

Point fix

(NetScaler Gateway Standard and Advanced Editions)

This is a hotfix found in the internal Citrix knowledge base and delivered in a self-installing package which provides a code fix targeted at a specific end-user issue. This problem is specific to a customer’s environment and would not readily be seen by other customers. The level of testing is limited to problem verification and limited regression testing. Every hotfix, whether limited-release or general-release is subject to a formal test process. This hotfix is available if a customer calls Citrix Support and the customer environment is experiencing the specific problem that the limited-release hotfix was created to resolve.

Turnaround time is 3-4 days once the point fix has been checked in, depending on the issue. Some issues can take several days of testing as bugs do not always show up unless running for an extended period of time.

Maintenance build

This is a product build delivered in a self-installing package which provides a code fix targeted for the general public. Testing consists of problem verification and full regression testing of the modules in question. Every hotfix, whether limited-release or general-release is subject to a formal test process. This build is available from the Citrix web site.

Maintenance builds are released every 6-8 weeks.

What are the Appliance Maintenance severity levels (SLAs) and customer commitment for the SLAs?

Citrix Technical Support provides a range of targeted response times depending on the urgency of your issue. For Technical Relationship Management (TRM) customers, we may provide additional updates on issues opened with Citrix Technical Support.

Due to dependencies on the nature of the reported problem and variables in customer operating environments, we do not guarantee resolution times.

Estimated Technical Support Response Times

Severity 1: Priority HIGH

The production system is down or unusable as a result of a problem. Problem causes mission-critical impact on customer’s operation with no acceptable workaround or functionality used to perform tasks essential to customer operations, project completion, or normal productivity of end user.

  Premier Support
Enterprise Support
Software Maintenance
Appliance Maintenance
Technical Support/Maintenance with TRM  
Logged by Phone only Phone only
Response time Within 1 hour Within 30 minutes
RMA shipment (for hardware units)

Bronze: 10 days

Gold/Silver: next business day

Bronze: 10 days

Gold/Silver: next business day

End-user responsibilities Commit appropriate resources to be available (24x7) to provide additional information if needed. Make reasonable efforts to apply solutions within half a day. Enable Citrix to use remote access if necessary.

Severity 2: Priority MEDIUM

System is up and running and the problem causes moderate or limited impact while most business operations remain functional. Important to long-term productivity, but not causing an immediate work stoppage.

  Premier Support
Enterprise Support
Software Maintenance
Appliance Maintenance
Technical Support/Maintenance with TRM  
Logged by Web Web
Response time Within 4 hours Within 2 hours
RMA shipment (for hardware units)

Bronze: 10 business days

Gold/Silver: Next business day

Bronze: 10 business days

Gold/Silver: Next business day

End-user responsibilities Commit appropriate resources to be available during business hours to provide additional information if needed. Make reasonable efforts to apply solutions upon receipt.

Severity 3: Priority LOW

Problem does not have significant impact to the customer business operations.

  Premier Support
Enterprise Support
Software Maintenance
Appliance Maintenance
Technical Support/Maintenance with TRM  
Logged by Web Web
Response time Within 24 hours Within 24 hours
RMA shipment (for hardware units)

Bronze: 10 business days

Gold/Silver: Next business day

Bronze: 10 business days

Gold/Silver: Next business day

End-user responsibilities Monitor and respond as necessary. Allow Citrix to use remote access if necessary.

How do I purchase or renew my Appliance Maintenance agreements?

To purchase support and maintenance agreements:

  1. Request a sales call
  2. In North America, call support sales toll free:  +1 866 769 3596

To renew support and maintenance agreements:

(Subscription Advantage, Premier Support, Software Maintenance, Appliance Maintenance, Hardware Warranty)

Additional resources:

What is the workflow for a typical support case?

Step 1: Open a support case

Step 2: Engage with Software or Hardware Technical Support team

A Software or Hardware Support Engineer works with you to identify the issue and begin troubleshooting. This may involve:

  • Requesting more information, traces
  • Reproducing the issue
  • Gaining remote access
  • Requesting the installation of hotfixes or upgrading to a new software version
  • Implementing a workaround
  • Testing a solution in a non-production environment
  • Requesting to open a ticket with a third vendor

A Support Engineer may engage a Senior Engineer when necessary. Once all action items have been completed, if the Support Engineer cannot resolve the problem and no progress is made on the case, it may be transferred to the Citrix Escalation team.

Step 2a: Issue transferred to Citrix Escalation team

  • Case is assigned to Escalation Engineer for review
  • Assigned Escalation Engineer contacts you and continues troubleshooting activities
  • If the Escalation Engineer determines the issue requires a code fix or code-level analysis, the Citrix Engineering team will be engaged

Step 2b: Engagement with Citrix Engineering team

  • Escalation Engineer engages with Citrix Engineering, serving as liaison
  • Citrix Engineering works to resolve the case for you

Step 3: Close the support case

Before closing a support case, you will be asked to confirm that the issue has been worked to your satisfaction and that the support case can be closed. After the closure, a summary will be sent to you with a description of the problem and the reason for closure or resolution. After case closure, you may receive a survey to ensure your case was worked to your satisfaction.

Other reasons for closing a support case may include:

  • You are not entitled to support from Citrix Technical Support
  • No response has been received after several attempts to contact you

How do I escalate a support case?

Our goal in Citrix Technical Support is to deliver world class service. Your support team will work with you through the lifecycle of your case to ensure that the appropriate resources and level of attention are focused towards a timely resolution of your issue.  If you are not satisfied with your Technical Support experience, you can raise the case to the attention of the Citrix Technical Support Management Team.

How to contact the Citrix Technical Support Management Team

  1. Call one of our Technical Support Service Center phone numbers and work directly with the support engineer assigned to your case to request further escalation, or simply request to speak with the on-call manager.  This is the recommended option for time-sensitive issues.
    Response
    :  1 hour (24x7x365)
  2. Email your support engineer’s manager.  The email address is included in the support engineer’s email signature.
    Response
    :  Same business day
  3. If you are unsure whom to contact for a satisfaction or service quality issue, send email to supportfeedback@citrix.com.
    Response:
      No later than next business day

Please provide the following information in order to accelerate our response to you.

  1. Case number
  2. Business impact of the issue to your current production users and/or any project deadlines that may be adversely affected as a direct result of the ongoing issue
  3. Summary of your request and desired outcome (escalate; speak with a manager, etc.)
  4. Contact information (if different from the contact noted in the existing case)

What happens after an escalation request is made?

Once your request for escalation has been received, someone from the Citrix Management Team will acknowledge receipt of your request and contact you to communicate the next steps that will be taken to address your concerns.  If your issue requires extended engagement, a plan will be discussed with you to bring these issues to resolution.

What self-help resources are available?

These resources and best practices can help you quickly find the answers you need or help expedite your issue.

  • Knowledge Center: A database of articles and bulletins written by Citrix technical experts.
  • eDocs: A library of product documentation for Citrix solutions and technologies.
  • Support Forums: Discussion forums where you can ask questions and get real-world answers from other customers.
  • Analysis Tools: A simple, online troubleshooting platform and health-checker for your Citrix environment.  Available for XenDesktop, XenServer, XenApp and NetScaler.
  • Secrets of the Support Ninjas eBook: Support tips on XenApp, XenDesktop, XenServer and NetScaler.
  • Communities: User groups and interest groups where you can share ideas, opinions, technical information and best practices.
  • Citrix Education: Training and certification courses to build your skills.
  • Virtual Demo Center: See how Citrix solutions enable mobile workstyles and power cloud services.
  • Project Accelerator: A free, interactive XenDesktop assessment, design and deployment tool from the experts.
  • Blogs:  Straight talk from Citrix executives, product teams and technical experts.
  • Citrix TV: Demos, how-to videos, tips, troubleshooting and more.
  • Citrix Support on Facebook | Citrix Support on Twitter: Interact with Citrix Support engineers who monitor the Citrix Support social networking sites.

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