Our base-level offering goes beyond just support. Get access to exclusive product features, tools, and resources to support, maintain, and monitor your environment, plus access to online training to build your skills.
Disclaimers and program terms:
For a complete overview of our Citrix Support services and guidelines, please review the Worldwide Support Services Guide.
|¹Response Times||Best-in-class and Fastest response times are based on competitive offerings in the same industry and price tier. 24/7/365 Support - Citrix provides 24/7/365 for Severity 1 issues only. CSS Priority customers receive 24/7/365 for Severity 1 and Severity 2 issues. Assistance with Severity 2 (site degradation) and all other issues is available during local business hours, Monday - Friday excluding local public holidays. America - 8:00 a.m. to 9:00 p.m., EMEA - 8:00 a.m. to 6:00 p.m., APAC – 8:00 a.m. to 5:30 p.m., Japan – 9:30 a.m. to 5:30 p.m
|²Extended Support||For support on End of Life products, please see Extended Support. A separate contract is required. Certain products are not eligible.|
Customer Success Services Select is embedded in the ADC Starter Pool subscription. Priority and Priority Plus can be purchased as an add-on. RMA options include:
Please note: In countries where regulation requires export approval documentation in advance of RMA shipment, the time for shipment may be longer.
Expedited RMA Program Criteria
This service is only available if the Customer location where the replacement Product will be delivered is within 70 miles of a Citrix Service Center for locations in the United States, or 50 miles of a Citrix Service Center for locations outside the United States, and the Customer location and the Citrix Service Center are located in the same country. Customer is responsible for ensuring that it is located within such radius. Citrix Service Center locations can be found here. Any questions related to Citrix Service Center locations should be sent to firstname.lastname@example.org.
Customer must submit the physical address of the Product with Expedited RMA coverage to email@example.com immediately after the Product has been installed. Addresses can also be updated by emailing firstname.lastname@example.org. Such address is the Customer location referred to above where the replacement Product will be delivered. Any variations to such address will not be accepted at the time of the service request.
Please note: If the Customer location meets the requirements above but a new Citrix Service Center needs to be set up, this will require a lead time of up to (6) weeks in the U.S. or three (3) to six (6) months outside of the U.S. prior to Expedited RMA being available. Customer will receive Standard RMA (next business day RMA shipment) for the applicable Products until the Citrix Service Center is set up.
Some Product components are not available under the Expedited RMA.
|⁴Customer Success Manager||Customer Success Manager for the Customer Success Management program must be a Citrix Cloud services subscription customer with a $10,000 annual contract value and above.|
|License Compliance||Through your purchase of Citrix Support services, and to the extent permitted by applicable law, you agree to allow Citrix to audit license compliance pursuant to the license compliance terms explained at: https://www.citrix.com/about/legal/product-license-compliance.html.|
|All-in-Rule||In order to receive CSS benefits, customers must have active CSS for 100% of its licenses within one product line and under a single ORG ID. This is known as the “All-in Rule.” Partial CSS coverage within a product line is not permitted. If the customer has licenses that are no longer in use, they have the option to permanently rescind such licenses in order to exclude these from pool of licenses for which CSS is being purchased. License transfers to new or existing ORG IDs, for the purpose of avoiding the All-in Rule is not permitted. A customer is not permitted to extend the benefits of CSS to any licenses that do not have an active CSS agreement. Compliance will be monitored and without waiving other remedies, Citrix reserves the right to suspend CSS benefits and invoice a customer for any underpaid CSS fees for compliance violation(s).
|Availability and Lifecycle||Customers can purchase CSS in one (1) year increments up to a maximum of five (5) years. CSS is available during a product’s General Availability (GA) to End of Life (EOL). After a product release reaches its End of Maintenance date, no further code-level maintenance will be provided; however, the product will continue to be supported until it reaches End of Life.
|Pricing||CSS pricing is a percentage of the product SRP and program discounts may apply. Late perpetual maintenance renewals incur extra fees and result in lapsed maintenance and support. These Extra fees are based on the following: Reinstatement – if maintenance has been expired, pricing is a percentage of the product SRP, plus a pro-rated amount for the time expired, plus late fee.|
You get value for money, 24/7 support and easy maintenance for your environment with your CSS Select subscription..
Tourvest Financial Services
By having CSS Select, we benefited from the entire migration process of our infrastructure to the latest version.
International Business Machines Corporation
The value they bring is beneficial as they have an experience level that can help guide a business to better adoption of a solution.
Medium Enterprise Financial Services Company