Premier Support
Citrix Premier Support provides 24x7x365 unlimited-incidents worldwide support for Citrix software products covered by Subscription Advantage. Available at the time of product purchase or with a Subscription Advantage renewal, Premier Support is offered on a per license basis.
Supported Products*
- XenApp
- XenDesktop
- XenServer
- NetScaler VPX
- Branch Repeater VPX
- Access Gateway VPX and Universal Licenses
- CloudGateway
- EdgeSight
- Provisioning Server
- Application Streaming for Desktops
*Excludes free product editions
Detailed Features
| Feature | Description |
| Technical support coverage hours | Worldwide 24x7x365 |
| Regional availability | Americas, APAC, EMEA and Japan |
| Number of support incidents | Unlimited |
| Support type | Reactive |
| Remote support | Using Citrix GoToAssist, ranked #1 remote support service by IDC, technical support engineers quickly resolve complex issues using screen sharing, chat and other tools |
| Languages supported | Nine supported languages across our global support centers during local business hours including English, Spanish, Portuguese, French, German, Cantonese, Mandarin, Korean and Japanese |
| Number of admin contacts per support agreement |
Unlimited |
| Agreement term | Up to 5 years |
| TechEdge technical support training | Citrix TechEdge is a one-day training event on the latest troubleshooting techniques, methodologies, and diagnostic tools from Citrix technical support escalation engineers. TechEdge is held twice annually, once each during Citrix Synergy US and Citrix Synergy Europe |
| Required at time of product purchase | No |
| Program criteria |
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