Software Support

Premier Support

Citrix Premier Support provides 24x7x365 unlimited worldwide support and unlimited support incidents on products covered by Subscription Advantage including XenApp, XenDesktop, XenServer (version 6.1 and below), NetScaler VPX, CloudBridge VPX, NetScaler Gateway VPX and Universal Licenses, EdgeSight and Provisioning Server for DataCenters.

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, XenServer and Workspace Suite.

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.

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Citrix Support Services Brochure

A detailed overview of the features and benefits of all Citrix Support offers.

Aug 22, 2014
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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.

Aug 1, 2014
292.0KB
Premier Support Brochure

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

Jul 10, 2014
292.0KB
Enterprise Support Brochure

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

Jul 10, 2014
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
292.0KB
Software Maintenance Fact Sheet

A detailed overview of the features and benefits of the Software Maintenance program.

Jul 17, 2014
307.0KB
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.

Jul 16, 2014
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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

Detailed information about Citrix Technical Support services, benefits and guidelines.

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

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 do I purchase or renew my support and maintenance agreements?

To purchase support and maintenance agreements:

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

  • 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)

  • Email your support engineer’s manager.  The email address is included in the support engineer’s email signature.
    Response
    :  Same business day

  • 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.

Purchase or renew support agreements