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.
 

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Return Material Authorization (RMA) process

Learn how the RMA process works for each support level.

What’s the Return Material Authorizaton (RMA) process?

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.

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

The RMA process depends on the level of Appliance Maintenance either Bronze, Silver or Gold.

Bronze RMA process

  • 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 within 10 business days
  • Customer ships the defective product back to Citrix within five business days

Silver RMA process

  • Customer contacts Citrix Technical Support a with 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 replacement unit overnight within one business day
  • Customer ships the defective product back to Citrix within five business days

Gold RMA process

  • 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 replacement unit overnight within one business day
  • Customer ships the defective product back to Citrix within five business days

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 available 24 x 7 x 365, including holidays.

Rules

  • Citrix will deliver advance replacements for selected defective hardware any time, 24 x 7 x 365, 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.
  • 4-Hour Advance Replacement is available as an add-on to Citrix Gold Maintenance level.
  • 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.

Access Gateway Support

Find out about the different options available for Citrix Access Gateway support.

How can I purchase Technical Support for Access Gateway products?

Technical support for Access Gateway can currently be purchased through two options: as maintenance on the specific hardware product or through a software support agreement.

Maintenance option
Maintenance includes technical support and hardware warranty. The level of support and specific hardware warranty options vary based on the level of maintenance purchased. Maintenance is only available on the device itself; Subscription Advantage is available for the Access Gateway user license.

Note: A Citrix software support agreement is required for customers to receive direct technical support from Citrix on products other than Access Gateway (e.g. XenApp), since non-Access Gateway incidents cannot be opened against an Access Gateway Silver or Gold maintenance agreement.

Definition of builds

Find out the difference between a Private Build, a Point Fix and a Maintenance Build.

What are the definitions of builds for Appliance Maintenance?

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, Application Firewall, Access 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 in 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 Dev-Test, depending on issue

Point fix (Access Gateway Standard and Advanced)

This is a hotfix found in the internal Citrix knowledge base and delivered in a self installing package which provides a code fix which is targeted at a specific end-user issue. This problem is specific to that 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 the customer calls into 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 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.

Severity Levels

Learn about the severity levels for Appliance Maintenance.

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

The severity levels for Appliance Maintenance are as follows:

Severity Level Priority Level Definition Estimated Initial Response Time
1 ASAP System is down or effectively unusable as a result of the problem. Problem causes mission-critical impact on the customer's operation with no acceptable workaround or functionality to perform tasks considered to be essential to customer operations, project completion or normal productivity of end-user. Within 1 hour
2 High System is up and running, but the problem causes significant impact and has no acceptable workaround. High impact problem where operation is proceeding, but in a significantly impaired fashion or functionality to perform tasks considered to be important but not primary to immediate business operations. Within 2 hours
3 Medium System is up and running and the problem causes only limited or insignificant impact. Important to long-term productivity, but is not causing an immediate work stoppage. Within 4 hours
4 Low Problem does not have significant impact to the customer or functionality that is not important and infrequently used. Within 4 hours

What is the customer commitment for the SLAs?

The following table indicates the timeframes and the guidelines for the customer.

Severity Level

Priority Level

Definition

1 ASAP Commit appropriate resources to be available 24x7 to work with Citrix until an agreed upon resolution is found. Make reasonable efforts to apply and test suggested solutions within one day of receipt. Enable Citrix to use remote access if necessary.
2 High Commit appropriate resources to be available to provide additional information within one day of Citrix's request. Make reasonable efforts to apply suggested solutions within one day of receipt. Enable Citrix to use remote access if necessary.
3 Medium Monitor and respond as necessary. Enable Citrix to use remote access if necessary.
4 Low Monitor and respond as necessary. Enable Citrix to use remote access if necessary.

Renewing Appliance Maintenance

Learn how to renew your Appliance Maintenance.

How can I renew my Appliance Maintenance agreement?

After purchase of maintenance for a specific appliance, customers with active maintenance have the option to renew on an annual basis. Maintenance can be renewed at any level (Gold, Silver, or Bronze). Maintenance should be renewed prior to the expiration date. Appliance Maintenance can be renewed online through the Manage Maintenance Programs tool or contact your sales representative.

Contacting support and coverage hours

Find out the various ways to contact support and what your coverage hours are based on your Appliance Maintenance.

How can I contact Technical Support for my Appliance Maintenance?

Contact Technical Support

Technical Support agreement numbers

Note: Citrix has discontinued the creation of new technical support agreement numbers for hardware customers. Support agreement numbers expired as of the end of 2009 (except for multi-year purchases); access to technical support now occurs via the hardware device serial number for all customers.

This new process enables any contact in a given company to receive support for any NetScaler/WanScaler device that has a valid maintenance agreement in place.

What are the coverage hours for my Appliance Maintenance?

Coverage hours are based on the level of support Bronze, Silver and Gold.

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
9:30 am - 5:30 pm
Japan Time
Monday–Friday
24x7x365

Additional Questions

How can a case be escalated?

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

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