Gold Plus Program Criteria
With Gold Plus maintenance, the service includes delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center.
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 email@example.com.
Customer must submit the physical address of the Product with Gold Plus coverage to firstname.lastname@example.org immediately after the Product has been installed. Addresses can also be updated by emailing email@example.com. 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 Gold Plus Maintenance being available. Customer will receive Gold Maintenance (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 Gold Plus Maintenance.
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. For more information, please review the Citrix Product Support Lifecycle Policy.
 Delivery within 4 hours after Citrix authorizes the issuance of a replacement product from the service center.
 Ships within 1 business day after issuing the RMA number*.
 Ships within 10 business days after issuing RMA number*.
* Please note that in countries where regulation requires export approval documentation in advance of RMA shipment, the time for shipment may be longer.
Citrix Appliance Maintenance fact sheet