Technical Relationship Management (TRM)
Get a designated, highly trained single point of contact who is intimately familiar with your Citrix infrastructure and will proactively manage your account to optimize your Citrix deployment, as well as help troubleshoot and resolve complex issues quickly. Services include:
Proactive technical advice
Frequent formal and informal technical exchanges between you and your Technical Relationship Manager (TRM) ensure constant, open communication. You will be informed about hotfixes, known issues and upcoming releases that pertain to your specific environment.
Dedicated advocate
Your TRM acts as your advocate within Citrix, ensuring that the correct priorities are given to any technical case and relaying your experiences with Citrix products and deployments to product management and development teams. The TRM can also get you access to product betas, extending your test window and offering you the ability to influence feature development.
| Support services without a TRM |
Support services with a TRM |
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| Phone, Web and email support |  |
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| Quarterly technical webinars | |
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| Access to technical training event | |
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| Technical newsletter | |
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| Designated support engineer | |
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| Priority access to Escalation Team | |
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| Access to Strategic Managed Account Resolution Team | |
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| Access to managed betas and early software releases | |
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| Written account plan | |
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| Deployment audit for best practices | |
| A Technical Relationship Manager Add-on may be purchased with any software support or appliance maintenance agreement. | |
| TRM Add-on | 200 hours of TRM services with unlimited number of incidents for one region |
| Extra 100 TRM hours Add-on | 100 additional hours of TRM services. Only available in conjunction with the TRM add-on service. |
