Last updated: May 21, 2020
Your success is our highest priority. Our premium-level offerings feature personalized, proactive services from an assigned technical account manager who will work with you to implement and optimize your Citrix solution, minimize risk, and achieve your business and technology goals. With Priority you will have elevated level of reactive support when you need it most, with direct access to Priority Support Engineers who will provide you rapid response and resolution.
|Assigned Technical Account Manager to understand your environment, business and technology objectives, and ensure optimization of your Citrix solutions.
|Priority Customer Success Manager*
Get an elevated customer experience with your Priority Customer Success Manager. Your Priority Customer Success Manager is your dedicated cloud transformation expert and works in partnership with your Priority Support team for a unified success plan to meet your business outcomes.
*Eligibility criteria applies for the Priority Plus Customer Success Manager must be a Priority for Cloud customer with $1M minimum annual contract value or a Priority Plus for Cloud customer.
|Success planning to help you meet your desired outcomes with your Citrix solution.|
|Priority Queue with direct access to Priority Support Engineers for faster issue resolution.*||<15 minute response time for severity 1 issues||<10 minute response time for severity 1 issues|
|Environment supportability and operational review to minimize risk and downtime through proactive insights.|
|Critical Situation Management to own and expedite remediation for severity 1 issues.|
|Scheduled Support for change events to assist with implementations, migrations, and updates.||40 hours||80 hours|
|Customizable add-on packages aligned to your business objectives, with a hand-picked team of Citrix experts focused on your success.
|Executive level sponsor to act as your advocate and ensure your requirements and issues are dealt with promptly.|
* 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 and 2 issues only. Assistance with 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.
For complete overview of our Citrix Support services, benefits and guidelines, please review the Worldwide Support Services Guide. 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
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).
Customers can purchase CSS in one (1) year increments up to a maximum of five (5) years. CSS is available during a product’s Mainstream Maintenance and Extended Maintenance Phases. Once a product version reaches the End of Life date, security related hot fixes, technical support and product downloads will no longer be available.
At point of upgrade to Priority, all software licenses must be upgraded (i.e., customers may not have a mix of Select & Priority services on Software licenses)*
* Service Level Compliance rules apply. Service Level Compliance requires the customer to maintain the same CSS level of service across all software product lines (on-premises/perpetual and termed/annual software licenses). In the event that service level compliance is not maintained, the customer will be supported at the lowest of their active service levels. Customers will be notified of non-compliance. No refunds will be given.
I can say with confidence that every company using Citrix should consider the Priority Program. It makes the lives of the IT teams as well as the lives of the users so much easier.