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 (version 6.1 and below)
  • NetScaler VPX
  • CloudBridge VPX
  • NetScaler Gateway VPX and Universal Licenses
  • EdgeSight
  • Provisioning Server for DataCenters
*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
Agreement term
Required at time of product purchase No
Program criteria
  • An active Subscription Advantage membership is required on all licenses within the product line for which Premier Support is purchased
  • Once Premier Support is purchased for a product line, all subsequent purchases within that product line will require the purchase of Premier Support to remain compliant with program terms and conditions
  • Upon the first membership renewal opportunity, expiration dates for Subscription Advantage and Premier Support memberships must be synchronized to remain compliant with program terms and conditions