Service Descriptions For Citrix Services

Last Revised 9/1/2020

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 Workspace 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.

Services Service Documentation

Citrix Access Control

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

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 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 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) is a solution for managing all Citrix ADC, Gateway, and WAF deployments that include virtual, physical, bare metal, and containers both on-premises and in the cloud. ADM can also analyze Citrix SD-WAN traffic as well.

ADM manages, monitors, and troubleshoots your entire global application delivery infrastructure from a single, unified, and centralized cloud-based console. Citrix Application Delivery Management provides all the capabilities required to set up, deploy, and manage application delivery in Citrix ADC deployments with analytics of application health, performance, and security.

Citrix Content Collaboration

  • Standard
  • Advanced
  • Premium

 

Citrix Content Collaboration 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. The Standard edition provides a business-class file sharing and storage solution to securely access your files on any device. This Service also 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. Includes simplified feedback workflows, IRM protection, 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 Managed Desktops

Citrix Managed Desktops offers cloud-based management, provisioning, and managed capacity for delivering Citrix-hosted virtual apps and desktops from Microsoft Azure to any device. This Service also includes access to Citrix Analytics – Usage.

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 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. It also strengthens security, as malware encountered during web browsing never hits the network. This enables IT to take a proactive, preventive approach to securing company data instead of reacting to a breach after it happens.

Citrix Virtual Apps and Desktops

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

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 offers cloud-based management, provisioning, and managed capacity for delivering Citrix-hosted virtual apps and desktops from Microsoft Azure to any device.

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

Citrix Managed Azure provides workload hosting in select regions across the world and also offers the most widely used Azure compute and storage offerings 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 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 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 Essentials

Citrix Virtual Apps Essentials 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 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 is a cloud-delivered security solution for all your SaaS and on-premises web applications.  This Service provides a simple way to provide holistic protection from cyber threats and enables a consistent security posture across all your deployments.  Web App and API Protection includes a cloud-based, always-on web application firewall 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.  It also provides a cloud-based DDoS protection service built to filter malicious Distributed Denial of Service traffic from your Internet traffic, returning clean traffic back to your servers.

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.

The Essentials edition 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 Assistant, a virtual assistant that allows users to accomplish tasks such as viewing employee information, finding expense reports, and finding tickets
  • Citrix Content Collaboration Standard

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

  • Citrix Access Control
  • 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

Services Service Documentation

Citrix Intelligent Traffic Management

Citrix Intelligent Traffic Management builds tools for large websites to efficiently use multi-vendor sourcing of data centers, cloud providers, and content delivery networks. This Service combines real-user performance monitoring and data-driven DNS or API-based global load balancing into a unified service.

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.

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. 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.
  4. 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.

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.

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