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Service Descriptions For Citrix Services

Last revised: September 1, 2021

These Service Descriptions provide important details for specific Citrix Services and supplement and form a part of the End User Services Agreement (“EUSA”). Capitalized terms used in these Service Descriptions and not otherwise defined here have the meanings set forth in the EUSA.

Certain Citrix offerings bundle multiple Citrix Services to which multiple Service Descriptions will apply. See, for example, the bundled Citrix Services included in Citrix Workspace Standard, Citrix Workspace Premium, and Citrix Workspace Premium Plus. You will need to refer to the Service Descriptions set forth below for each of the individual Citrix Services to understand all of the features and functionality included in each bundled offering.

A. Citrix Cloud Services

Citrix Cloud is a cloud-based platform that hosts and administers certain Citrix Services. It connects to your resources through connectors on any cloud or infrastructure you choose (on-premises, public cloud, private cloud, or hybrid cloud). It allows you to create, manage, secure, and deploy workspaces with apps and data to your end users from a single console. The following Citrix Services are all provisioned through Citrix Cloud.

Service Description

Citrix Analytics – Usage  

Citrix Analytics – Usage analytics delivers consolidated basic usage information to all Citrix customers on supported products. You can view a timeline summary of active users with granular drill-downs, basic product usage, and core insights in easy-to-understand summary views.

Citrix Analytics for Performance

Citrix Analytics for Performance quantifies the end-user experience of Citrix Virtual Apps and Desktop (CVAD) sites. User experience scores are generated for each unique user. Drill down into factors that impact performance, including session logon duration, responsiveness, availability and resiliency, to surface root cause insights. Self-service search enables ad hoc queries for further understanding of your CVAD site.

Citrix Analytics for Security

Citrix Analytics for Security correlates user activity spanning the Citrix environment to provide visibility into user behavior. Unique user risk scores identify potential bad actors. Remediate user threats using advanced machine learning and automated actions. Proactively identify and manage both internal and external user threats.

Citrix Application Delivery Management

Citrix Application Delivery Management (ADM) service is a control plane for managing Citrix ADC, Gateway, SD-WAN, and WAF deployments across your hybrid multi-cloud environment. It acts as a single, unified, cloud-based console to control licensing, configuration and monitoring of the different Citrix ADC form factors wherever they are deployed.

Citrix ADM service also collates telemetry from your applications delivery infrastructure and analyzes it to provide actionable insight into usage, health and performance for your applications, infrastructure and network that helps you proactively troubleshoot issues.

Citrix Content Collaboration

  • Standard
  • Advanced
  • Premium

 

Citrix Content Collaboration service allows you to share, sync, and secure content from the cloud and on-premises storage services with support for customer-managed and third-party cloud repositories. Citrix Content Collaboration Standard provides a business-class file sharing and storage solution to securely access your files on any device and includes access to Citrix Analytics - Usage.

Citrix Content Collaboration Advanced includes all the features of Content Collaboration Standard and adds access to files across existing network and on-premises SharePoint storage. It includes simplified feedback workflows, information rights management, and business app integrations like Citrix Files for Outlook.

Citrix Content Collaboration Premium includes all the features of Content Collaboration Advanced and adds electronic signature and collaborative document workflows.

Citrix Endpoint Management

Citrix Endpoint Management service is a solution for managing endpoints, offering mobile device management (MDM) and mobile application management (MAM) capabilities. With Citrix Endpoint Management, you manage device and app policies and deliver apps to users. This Service also includes access to Citrix Workspace Environment Management.

Citrix Gateway

Citrix Gateway service provides secure remote access solution with diverse Identity and Access Management capabilities, delivering a unified experience into SaaS apps and Citrix Virtual Apps and Desktops.

Citrix SD-WAN Orchestrator

Citrix SD-WAN Orchestrator is a cloud-hosted, multitenant service for managing your Citrix SD-WAN network.  SD-WAN Orchestrator provides a single-pane-of-glass management interface for individual customers or for Citrix Partners to manage multiple customers centrally, with suitable role-based access controls.

Citrix Secure Browser

Citrix Secure Browser service protects web access by isolating browsing in the cloud and off the network. This boosts productivity, as end users can navigate the internet without restriction, while strengthening security. This enables IT to take a proactive, preventive approach to securing company data.

Citrix Secure Internet Access

  • Standard
  • Advanced
  • Premium

Citrix Secure Internet Access (CSIA) service is a cloud-delivered, comprehensive, global security service that addresses the security requirements of modern enterprises. This includes Secure Web Gateway, next-generation firewall, Cloud Access Security Broker (API & 3rd Party integration), malware prevention, data loss prevention, sandbox and AI-driven forensics. It provides the workforce with an always-on, secure experience for any SaaS application, anywhere, on any device.

CSIA Standard offers Secure Web Gateway security features such as web filtering, SSL inspection, browser and operating system end-of-life protection with centralized policy management and advanced real-time reporting.

CSIA Advanced includes all the features of CSIA Standard and adds malware prevention and breach detection. This includes behavioral malware and sandboxing defense, global cloud threat protection and intrusion prevention.

Citrix Secure Private Access

Citrix Secure Private Access service provides a zero-trust approach to deliver a cohesive experience integrating single sign-on, access management, web isolation, and web filtering into a single solution for end-to-end access control. You can govern access to and enhance security with cloud app control and app protection policies for approved SaaS apps with a simplified single sign-on experience. You can also protect the organization’s network and end user devices from malware and data leaks by filtering access to specific websites and website categories.

Citrix Secure Private Access bundles the functionality of Citrix Gateway and Citrix Secure Browser, and includes access to Citrix Analytics - Usage.

Citrix Virtual Apps and Desktops

  • Virtual Desktops
  • Virtual Apps and Desktops Standard for Azure
  • Virtual Apps and Desktops Standard for Google Cloud
  • Virtual Apps Advanced
  • Virtual Apps Premium
  • Virtual Apps and Desktops Advanced
  • Virtual Apps and Desktops Premium
  • Virtual Apps and Desktops Premium for Google Cloud

The Citrix Virtual Apps and Desktops family of services provide a virtualization solution that gives IT control of virtual machines, applications, and security while providing anywhere access for any device. End users can use applications and desktops independently of the device’s operating system and interface.

Citrix Virtual Desktops service delivers single session Windows client OS desktops to users on any device, regardless of location. This service also includes Remote PC access capabilities.

Citrix Virtual Apps and Desktops Standard for Azure service is a virtualization solution that offers cloud-based management, provisioning, and managed capacity for delivering Citrix-managed virtual apps and desktops from Microsoft Azure to any device.

Citrix Azure Consumption Fund service is an add-on offering for use with select Citrix offerings. It is a pay as you go Citrix Managed Azure service that simplifies the hosting of app and desktop workloads. Adding this service enables you to provision app and desktop workloads in Citrix Managed Azure. Citrix Managed Azure enables virtualization solution style deployment models helping you accelerate your deployment times and also scale up/down as needed.

Citrix Managed Azure service provides workload hosting in select regions across the world and also offers the most widely used Azure compute and storage services for use with your app and desktop workloads. Citrix makes it easy to connect your Citrix Managed Azure with your existing network and also allows you to import your images.

You will be charged each month for your consumption use, which can vary based on the type of Compute, Storage, etc. you pick along with hours of use. You can review your consumption usage in the Citrix Cloud Licensing portal. Consumption usage is updated daily.

Citrix Virtual Apps and Desktops Standard for Google Cloud service is a virtualization solution that offers cloud-based management and provisioning for delivering virtual apps and desktops from either Google Cloud or on-premises datacenters to any device.

Citrix Virtual Apps Advanced service offers centralized control and management of published applications. Citrix Virtual Apps seamlessly delivers Windows and Linux applications and multisession desktops to any device over any network while offering a superior user experience. This service also includes access to Citrix Workspace Environment Management.

Citrix Virtual Apps Premium service includes all the features of Citrix Virtual Apps Advanced service and adds the following features:

  • More advanced monitoring and troubleshooting, including a comprehensive view of enhanced capacity trends, the ability to create customized reports, desktop and server OS usage reporting, proactive notification and alerting including SNMP integration, and reboot warnings
  • Advanced App Layering features, including user layers
  • Session recording

Citrix Virtual Apps and Desktops Advanced service combines all the features of Citrix Virtual Desktops and Citrix Virtual Apps Advanced service. This service also allows you to deliver single session Windows server and Linux desktops. In addition, Citrix Virtual Apps and Desktops Advanced service includes more advanced monitoring and troubleshooting, including a comprehensive view of enhanced capacity trends, the ability to create customized reports, desktop and server OS usage reporting, proactive notification and alerting including SNMP integration, and reboot warnings.

Citrix Virtual Apps and Desktops Premium service combines all the features of Citrix Virtual Apps and Desktops Advanced service and Citrix Virtual Apps Premium service.

Citrix Virtual Apps and Desktops Premium for Google Cloud service includes all the features of Citrix Virtual Apps and Desktops Premium service for provisioning in Google Cloud or on-premise resource locations only.

Citrix Virtual Apps Essentials

Citrix Virtual Apps Essentials service allows you to deliver Windows applications and shared hosted desktops from Microsoft Azure to any user on any device. The service combines the industry-leading Citrix Virtual Apps with the power and flexibility of Microsoft Azure. You can also use Citrix Virtual Apps Essentials to publish Windows Server desktops.

Citrix Virtual Desktops Essentials

Citrix Virtual Desktops Essentials allows management and delivery of Windows 10 virtual desktops from Microsoft Azure. Virtual Desktops Essentials is designed specifically for the Azure Marketplace. Citrix and Microsoft partner to deliver an integrated experience for Virtual Desktops Essentials and Azure IaaS. This partnership gives you a single interface to deliver a complete Windows 10 digital workspace from Azure.

Citrix Web App and API Protection

Citrix Web App and API Protection service is a cloud-delivered security solution for all your SaaS and on-premises web applications. This Service provides a simple way to provide protection from cyber threats and enables a consistent security posture across all your deployments. Depending on the Service package purchased, this Service offers protection against application layer attacks with an integrated Web App Firewall (WAF) and volumetric Distributed Denial of Service (DDoS) protection. The bundled Citrix Web App and API Protection offering includes a cloud-based, always-on WAF that uses both signature-based and heuristics-based protections and engages in both positive and negative security models, allowing it to adapt to the complex application threat landscape while adjusting to fit your risk profile. The cloud-based DDoS protection service components are built to filter malicious Distributed Denial of Service traffic from your Internet traffic, returning clean traffic back to your servers, and can be purchased under always-on and on-demand offering models.

Citrix Workspace

  • Essentials
  • Standard
  • Premium
  • Premium Plus

 

Citrix Workspace is a complete intelligent digital workspace solution that allows you to deliver secure access from anywhere, on any device to the information, apps, and other content that are relevant to a person’s role in your organization. Citrix Workspace organizes, guides, and automates the most important details people need to speed decision-making and collaboration within the context of work.

Citrix Workspace Essentials includes the following features:

  • VPN-less access and Single Sign-on to SaaS and web applications
  • Multi-Factor Authentication
  • Citrix Analytics – Usage

Citrix Workspace Standard includes all of the above features, and adds the following features and Services:

  • Microapp service, a solution focused on delivering simplified actions and notifications from your applications right into your Workspace feed or other channels
  • Citrix Content Collaboration Standard

Citrix Workspace Premium includes all of the above features, and adds the following Services:

  • Citrix Secure Private Access
  • Citrix Content Collaboration Premium
  • Citrix Endpoint Management
  • Citrix Workspace Environment Management

Citrix Workspace Premium Plus includes all of the above, and adds the following Services:

  • Citrix Virtual Apps and Desktops

Citrix Workspace Environment Management

Citrix Workspace Environment Management service uses intelligent resource management and profile management technologies to improve performance and lower logon and response times for Citrix Virtual Apps and Desktops deployments in addition to device management capabilities for certain Windows devices.

B. Other Services

Service Description

Citrix Podio

  • Basic
  • Plus
  • Premium

Citrix Podio is a customizable project management and collaboration tool. The Basic edition allows you to collaborate between users internal and external to your organization.

Citrix Podio Plus also adds read-only access and a light user role for external users, as well as automated workflows.

Citrix Podio Premium includes all the features of Podio Plus and also adds advanced workflow orchestration, contact sync, interactive sales dashboards, and visual reports.

Citrix RightSignature

Citrix RightSignature allows you obtain electronic signatures on documents entirely online more quickly and securely than executing paper documents.

Citrix ShareFile

  • Standard
  • Advanced
  • Premium

Citrix ShareFile allows you to share, sync, and secure content from the cloud and on-premises storage services. The Standard edition provides a business-class file sharing and storage solution to securely access your files on any device.

Citrix ShareFile Advanced includes all the features of Content Collaboration Standard and adds Office 365 co-editing, plugins for external email systems, feedback & approvals workflows, and encrypted email.

Citrix ShareFile Premium includes all the features of Content Collaboration Advanced and also adds eSignatures electronic signature and custom workflows.

Wrike

  • Professional
  • Business Plus
  • Enterprise Standard
  • Enterprise Pinnacle
  • Integrate Standard
  • Integrate Enhanced
  • Marketing Insights Standard
  • Marketing Insights Enhanced
  • Lock

 

Wrike is a versatile work management platform that can be configured to transform how work gets done.

Wrike Professional provides comprehensive project planning and collaboration functionality with up to 200GB of storage space.

Wrike Business Plus includes all the features of Wrike Professional but provides up to 1000GB of storage space, up to 100GB of video uploads per month, and up to 40,000 automated actions per month triggered by the Wrike Automation Engine. Wrike Business Plus offers additional reporting, collaboration, and customization options, including

  • Custom fields & workflows
  • Shared real-time reports and report templates
  • Shared team calendars
  • Advanced project management functionality
  • User groups and basic permissions
  • Digital proofing and approval features
  • Salesforce integration
  • Extension for Adobe Creative Cloud
  • Tailored templates and workspace

Wrike Enterprise Standard includes all the features of Wrike Professional but provides up to 2000GB of storage space, up to 200GB of video uploads per month, and up to 200,000 automated actions per month triggered by the Wrike Automation Engine. Wrike Enterprise Standard adds advanced security options and expanded administration options, including

  • Two-factor authentication
  • Single sign-on
  • Advanced user access controls
  • Access and compliance policies and reporting
  • Active Directory integration
  • Business intelligence integration

Wrike Enterprise Pinnacle includes all the features of Wrike Enterprise Standard but provides up to 3000GB of storage space and up to 300,000 automated actions per month triggered by the Wrike Automation Engine. Wrike Enterprise Pinnacle also offers advanced security options and expanded administration options as well as advanced work management tools, including

  • Wrike Analyze, which provides visibility into Wrike workspace data in interactive analytics boards, created from scratch or using pre-built templates
  • Locked spaces
  • Job roles
  • Budgeting

Wrike Integrate is an add-on available for Wrike Business Plus, Wrike Enterprise Standard, or Wrike Enterprise Pinnacle that enables you to build workflows and integrations across business tools. Wrike Integrate Standard includes the following limit of tasks per month based on the total number of licensed users: up to 20,000 tasks per month for 5-24 users, up to 100,000 tasks per month for 25-99 users, up to 300,000 tasks per month for 100-374 users, and up to 750,000 tasks per month for accounts with 375 or more users. Wrike Integrate Enhanced allows you to purchase additional task bundles in increments of 10,000 tasks per month.

Wrike Marketing Insights is an add-on available for Wrike Business Plus, Wrike Enterprise Standard, or Wrike Enterprise Pinnacle that helps you seamlessly embed digital marketing and advertising key performance indicators (KPIs) into Wrike. Wrike Marketing Insights provides powerful insights on campaign performance and offers the flexibility needed to optimize campaigns in real-time. Wrike Marketing Insights Standard includes up to 20 million data rows per year, data pulls refreshed every 24 hours, and usage of up to 50 active connectors at a time. Wrike Marketing Insights Enhanced sits on top of Wrike Marketing Insights Standard, enables you to add additional data processing and storage capacity in 100 million data row increments, and provides unlimited access to active connectors and hourly refresh rates of the data.

Wrike Lock is an add-on available for Wrike Enterprise Standard or Wrike Enterprise Pinnacle that provides enterprise-grade security for Wrike account data and attachment encryption, and increased control and governance over account information and encryption keys.

C. Service-specific Terms

Citrix Web App and API Protection:

  1. Data Access and Rights. Operation and performance of the Service involves repeated filtering of traffic to each of Customer’s endpoints, and Customer must redirect traffic for the endpoint to the Service and provide access to the endpoints. While using the Service, Customer grants Citrix (including its Affiliates and subcontractors) a non-exclusive, royalty-free license to access Customer’s identified endpoints, the internet traffic flowing thereto, any applications contained therein solely for the purpose of performing the Services. Customer make revoke this license by deactivating the Service. Customer represents and warrants that it has all rights necessary to grant Citrix the access and licenses set forth in this paragraph and for Citrix to perform the Service.
  2. Throughput Capacity Limits. Throughput capacity limits are enforced based on the 95th percentile peak Mbps of legitimate, non-malicious (“clean”) traffic processed by the Service in a month (“Clean Traffic Peak”). The Clean Traffic Peak is calculated by periodically measuring clean bandwidth utilization. At the end of each month, the traffic measurements are combined and the top 5% are discarded. The next highest measurement for the inbound or outbound traffic is considered the 95th percentile Clean Traffic Peak. In the event of a DDoS incident, attack traffic may be mitigated as far “upstream” as possible (including internet network provider ACLs). In such event, Customer’s Clean Traffic Peak will not be affected by the volume of the attack traffic.
  3. On-demand DDoS protection service components. As part of the Citrix Web App and API Protection suite of offerings, Citrix offers on-demand DDoS protection services. On-demand DDoS protection services can be configured for either BGP or DNS redirection service options. Customers may redirect traffic to the DDoS protection platform when under attack or imminent threat of attack based on their configuration of on-demand mitigation triggers. Customer traffic is routed off the platform after the attack ends. Mitigation Incidents that permit Customer to direct traffic to the platform shall be configured during provisioning. Customer shall be responsible for the direction of all internet traffic for an endpoint for performance of the Services and redirection from the platform once a Mitigation Incident has ceased. Customer’s failure to redirect traffic for an endpoint away from the platform once a Mitigation Incident has ceased shall cause the Customer to incur additional Mitigation Incident fees and, if applicable, Clean Traffic overage fees. Non-Attack Incidents may incur additional charges for on-demand offerings. “Mitigation incident” means an event wherein Customer has directed internet-based traffic for an endpoint to the DDoS protection platform. “Non-Attack Incident” shall mean a Mitigation Incident in which there has been no attack traffic for on-demand BGP deployments.
  4. SSL Certificates. The Service includes Layer 4 rate limiting protection for HTTPS traffic. The Service requires the Customer to provide Citrix with an SSL certificate to be loaded into the Service for access to the traffic which shall be subject to HTTPS packet inspection. Customer warrants that its provision of the SSL certificate and Citrix’s use thereof does not violate any laws, security policies, or regulations or infringe the proprietary or privacy rights of any third party.
  5. Abuse. In the event that, in Citrix’s reasonable determination, Customer is using the Service in a manner that critically impacts, or threatens to impact critically, the networks, systems, or Services of Citrix or any third party, Citrix may suspend provision of the Service, as applicable, immediately and without prior notice.

Citrix Workspace:

  1. As part of Citrix Workspace’s microapps feature, Citrix may provide you access to microapp integrations from third-party developers.  These third-party integrations are not our Services, and we do not warrant or support such non-Citrix products.  Your use of these third-party integrations may also be subject to the third-party developer’s terms of use and/or privacy policy.
  2. As part of Citrix Workspace’s microapps feature, you may be able to integrate with non-Citrix systems and services.  You are solely responsible for ensuring you have the necessary rights to access those systems and that you comply with any third-party terms.

Wrike:

  1. Wrike Integrate Standard and Enhanced are powered by partner Workato. Workato’s terms of service and privacy policy can be found at https://www.workato.com/legal/terms-of-service.
  2. API refresh rates offered for Wrike Marketing Insights are also subject to the availability of each individual third-party API vendor.

D. General Terms

Discontinued Services: For Customers with subscriptions to Services no longer available for purchase, the Service Descriptions last applicable to such Services shall continue to apply.

Licensing Models: These Services are provided according to the applicable licensing models set forth here: https://www.citrix.com/buy/licensing/product.html.

Service Level Agreement: Citrix service level commitments are set forth at https://docs.citrix.com/en-us/citrix-cloud/overview/service-level-agreement.html.

Technical Support: Customer and technical support options applicable to the Services, if available, are set forth here: https://www.citrix.com/support/.

Training: Citrix may make available to Customer online training sessions for individuals who are authorized by Customer to access the Services. Additional fees may apply.

Upgrades: If Customer orders any additional Services features that require additional fees (“Upgrades”), Citrix will charge Customer a pro-rated fee for the Upgrades based on the number of days left in Customer’s current billing cycle, and thereafter, Customer will be billed for the total fees in accordance with Customer’s regular billing schedule. Citrix will not provide any reimbursement for unused days if Customer cancels any Upgrades after payment is made for the applicable month.