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.
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, XenServer, ShareFile Enterprise and Workspace Suite.
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.
Citrix Support Services Brochure
A detailed overview of the features and benefits of all Citrix Support offers.Aug 22, 2014
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
Premier Support Brochure
A detailed overview of the features and benefits of the Premier Support offer.Jul 10, 2014
Enterprise Support Brochure
A detailed overview of the features and benefits of the Enterprise Support offer.Jul 10, 2014
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
Software Maintenance Fact Sheet
A detailed overview of the features and benefits of the Software Maintenance program.Jul 17, 2014
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
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.
If you have an active support agreement:
For detailed instructions, please see these support articles:
Need to buy technical support?
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:
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.
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.
To purchase support and maintenance agreements:
To renew support and maintenance agreements:
(Subscription Advantage, Premier Support, Software Maintenance, Appliance Maintenance, Hardware Warranty)
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:
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
Step 2b: Engagement with Citrix Engineering team
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:
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
Please provide the following information in order to accelerate our response to you.
- Case number
- 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
- Summary of your request and desired outcome (escalate; speak with a manager, etc.)
- 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.
These resources and best practices can help you quickly find the answers you need or help expedite your issue.