Citrix Premier Support provides 24x7x365 unlimited worldwide support and unlimited support incidents on software products.
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.
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.
Citrix Technical Relationship Manager provides complete account management with proactive services. This service may be added to any software support or appliance maintenance agreement.
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.
Worldwide Support Services Guide
A complete overview of Citrix Premier Support, Enterprise Support, Software Maintenance and Appliance Maintenance support services, benefits and guidelines.Sep 25, 2013
Premier Support Brochure
A detailed overview of the features and benefits of the Premier Support offer.Jun 5, 2013
Enterprise Support Brochure
A detailed overview of the features and benefits of the Enterprise Support offer.Oct 10, 2013
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
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
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
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:
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.