Fuel your success with Customer Success Services (CSS) Programs

Offerings are available for Digital Workspaces on-premises, cloud, and hybrid customers. Also now available for App Delivery and Security subscriptions.

Your success isn’t just about keeping systems up and running

It’s about maximizing the value of your investment and achieving your business goals. Our CSS programs combine always-on support, expert guidance, and unrivaled training, all with one goal in mind: your success.

Award-winning technical support and maintenance

Always-on technical support with best in class response times with anytime access to expertise, plus product updates and upgrades.

Expert guidance

Real-time access to Citrix experts and leading practices for planning new deployments, upgrades, and migrations.

Flexible training

Easy access to training so you and your organization can continuously build and develop skills.

Proactive monitoring

Prevent issues with exclusive tools, analytics, adoption insights, cloud services, or even turnkey management of your environment.

Three levels of support to match your needs:

Select

Our baseline. Always-on support, the fastest response times in the industry, software updates and upgrades, expert guidance, proactive monitoring tools, and  online training. On-Premises Subscription purchases are entitled to Select. Priority upgrades are available. Plus, Return Material Authorization (RMA) add-on options for App Delivery and Security subscriptions.

CSS Select fact sheet

Priority

All the benefits of Select plus proactive support from a team led by your assigned technical account manager, who will work with you to understand your environment and objectives, and align with you on a success plan. Get Priority Queue access for faster response and resolution, and Critical Situation Management for your highest severity cases. Plus, RMA add-on options for App Delivery and Security subscriptions.

CSS Priority fact sheet

Priority Plus

Our highest level of support includes all the benefits of Select and Priority, plus preventative care with customizable add-on packages to meet your specific needs. Get our fastest response and restoration targets, with an assigned executive sponsor for escalations. Plus, RMA add-on options for App Delivery and Security subscriptions.

CSS Priority Plus fact sheet

Compare Program Features and Benefits

  Select Priority Priority Plus
Access to software updates and/or code releases
Access to Citrix Virtual Apps and Desktops Long Term Service Release Learn more
Unlimited support via phone, web, live chat and an unlimited number of contacts
Installation and configuration assistance to provide general guidance with problems
Best-in-class severity one response time target1 <30m <15m <10m
Severity one fastest restoration time target1
       Non-platform   <6h <4h
       Cloud platform uptime availability in any
       30-day calendar period Learn more
Return Materials Authorization (RMA) add-on options required with App Delivery and Security on-premises subscriptions2 With RMA Add-on: Standard RMA 1-business day or Expedited RMA 4h
Option to purchase Extended Support for End-of-Life products3 Learn more

Citrix App Layering to simplify app and OS management

Proactive Call Home with scheduled health-checks

Workspace Environment Management to deliver the best possible performance Learn more

Select Learning Subscription covering architecture, installation, and initial configuration Learn more

Citix TechEdge premier training event hosted by leading Support and Citix experts.
Customer Success Manager available to Citrix Cloud customers to drive user adoption4
*Eligibility criteria applies

   
Priority Customer Success Manager to be your dedicated Cloud transformation expert5
*Eligibility criteria applies
 
Assigned Technical Account Manager to ensure optimization of your Citrix solutions  
Success Planning to help you meet your objectives with your Citrix solutions  
Environment and Operational Review to minimize risk and downtime  
Priority Queue with direct access to Priority Support Engineers for faster resolution    Priority Highest Priority
Critical Situation Management to own and expedite remediation for severity one issues  
Scheduled Support for change events    40h 80h
Root Cause Analysis to prevent problems from reoccurring   
Customizable Add-on Packages aligned to your business objectives    
Executive Sponsor to act as your advocate    

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.
³RMA Add-on

RMA add-on required with CSS App Delivery and Security on-premises subscriptions. 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:

  • Standard RMA - Ships within 1 business day after issuing the RMA number.
  • Expedited RMA - Delivery within 4 hours after Citrix authorizes the issuance of a replacement product from the service center. Please note that in countries where regulation requires export approval documentation in advance of RMA shipment, the time for shipment may be longer.

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:
With Expedited RMA, 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 goldplusaddress@citrix.com.

Customer must submit the physical address of the Product with Expedited RMA coverage to goldplusaddress@citrix.com immediately after the Product has been installed. Addresses can also be updated by emailing goldplusaddress@citrix.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 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.
5Priority Customer Success Manger Priority Customer Success Manager 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.
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.
Priority Service Level Compliance 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 (cloud subscriptions, 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.
Consulting Services With respect to consulting services included with Citrix Support services, intellectual property rights in all deliverables, pre-existing works and derivative works of such pre-existing works, as well as developments made, conceived, created, discovered, invented, or reduced to practice in the performance of the consulting services are and shall remain the sole and absolute property of Citrix, subject to a worldwide, non-exclusive license to you for internal use.

Surveyed results

91
%

Better Feature Benefits

91% of surveyed IT organizations find the CSS Select feature benefits better compared to other technology vendors.

Source: TechValidate

87
%

Improved Environment Performance and Downtime

87% of surveyed Fortune 500, Global 500, and Large Enterprise IT organizations improved environment performance and downtime with their CSS Select subscription.

Source: TechValidate

81
%

Realize Benefits 6 Months or Less

81% of surveyed Large Enterprise, Global 500, and Fortune 500 IT organizations realized value from their CSS Select subscription in less than 6 months.

Source: TechValidate

To truly realize the Citrix ROI proposition, a customer really needs to compliment the environment with CSS, especially if Citrix technologies are being used to service business critical applications.

Todd Pope
IT Architect
CGI Group Inc.

Source: TechValidate

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