Software Support

Premier Support

Citrix Premier Support provides 24x7x365 unlimited worldwide support and unlimited support incidents on software products.

NEW!  Enterprise Support

Citrix Enterprise Support is ideal for complex environments and high-user populations (typically greater than 2,500 license seats). It provides 24x7x365 unlimited worldwide support, unlimited support incidents and expedited level two technical expertise for software products.

Software Maintenance

Citrix Software Maintenance combines 24x7x365 unlimited worldwide support with product version upgrades. Available only for VDI-in-a-Box, CloudPlatform, CloudPortal Business Manager, AppDNA, XenClient, XenMobile products and XenServer.

Technical Relationship Management (TRM)

Citrix Technical Relationship Manager provides complete account management with proactive services. This service may be added to any software support or appliance maintenance agreement.

Extended Support

Purchase support and maintenance beyond the Mainstream Maintenance and Extended Maintenance lifecycle phases for select products.

For information about legacy support agreements, please review the Support Program Matrix.

Technical Support is 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.

2MB
Worldwide Support Services Guide

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

Apr 7, 2014
181.0KB
Premier Support Brochure

A detailed overview of the features and benefits of the Premier Support offer.

Jun 5, 2013
230.0KB
Enterprise Support Brochure

A detailed overview of the features and benefits of the Enterprise Support offer.

Oct 10, 2013
197.0KB
Enterprise Support Customer Information Form

Customer Information Form (CIF) is provided along with the Customer’s Purchase Order when ordering Enterprise Support.

Apr 5, 2013
318.0KB
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.

Aug 20, 2013
202.0KB
Technical Relationship Manager Terms

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

Jul 15, 2012

How do I contact technical support?

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

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

What do I do when my agreement is up for renewal?

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.

Purchase or renew support agreements

Take our short survey and enter to win your choice of an iPad Mini or a Nexus 7.

The survey will open in a new window so you can continue browsing the website.

Take the Survey No Thanks

Sweepstakes Rules