BY USE CASE
Secure Distributed Work
Boost Productivity
BY INDUSTRY
Empowering outcomes
Citrix Success Programs help you unlock the full potential of your Citrix solutions and turn your boldest objectives into your most successful business outcomes.
Our success programs
Our Citrix Customer Success team helps you get the most value from your Citrix solutions with three levels of service.
The foundation of creating success with Citrix. Get market-leading technical support response times, plus guidance, resources and tools to maximize your outcomes.
Tailored partnership with assigned account management for proactive advice, expertise, and support. Get even faster response and resolution times, priority routing and queueing, and additional resources.
A fully-managed path to manifest transformational Citrix outcomes. Customized service packages and full-time account partners turn your biggest ambitions into reality.
| Feature | Select | Priority | Priority Plus |
|---|---|---|---|
| Unlimited Support with Best-in-class Severity 1 response time target1 |
<30 min |
<15 min |
<10 min |
| Severity 1 fastest non-platform restoration target1 | <6 hours | <4 hours | |
| Access to software updates and/or code releases | |||
| Select Learning Subscription featuring training to build skills and continuously upskill your team throughout your Citrix journey. | |||
| Success planning tools and resources to create a personalized plan, accelerate your project, measure progress, and ultimately drive usage to help you realize the full value of your workspace. | |||
| Assigned technical account management to understand your environment, business and technology objectives, and ensure optimization of your Citrix solutions. | |||
| Priority Queue with direct access to Priority Support Engineers for faster issue resolution. | |||
| 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. |
1 Program Terms and Conditions: For complete program comparison, as well as full terms and conditions, please reference our detailed program comparison guide.
The added value of Citrix Customer Success
When you invest in Citrix solutions, our Citrix Customer Success teams invest in you. We provide resources, support and advice to help build, manage and optimize your environment for success.
Additional support
Our hardware support, maintenance options and extended support maximize the utility and lifespan of your Citrix products.
Citrix Appliance Maintenance enables you to effectively and efficiently deploy and administer your Citrix Application Delivery and Security hardware, regardless of your organization’s size or complexity.
It provides unlimited worldwide technical support, the latest software upgrades, and replacement of malfunctioning appliances to keep your Citrix hardware running optimally.
Dedicated advocate
Your TRM acts as your advocate within Citrix, ensuring that the correct priorities are given to any technical case and relaying your experiences with Citrix products and deployments to product management and development teams. Your TRM can also get you access to product betas, extend your test window, and offer you the ability to influence feature development.
The Extended Support program puts you in control of your upgrade strategy by offering technical support and maintenance after the End of Maintenance (EOM) or End of Life (EOL) milestone for an additional fee.
| Citrix Virtual Apps and Desktops | Citrix Virtual Apps | Citrix Hypervisor |
XenDesktop 7.15 LTSR |
XenApp 7.15 LTSR |
XenServer 7.1 LTSR |
Requirements and eligibility
An equivalent level of Microsoft Support for the customer’s underlying Windows operating system is required. Without such support, Citrix may be limited in its ability to remediate problems.
- The customer must be current on and maintain Customer Success Services.
Customer must have a base technical support agreement for which the product line Extended Support is required.
For complete product lifecycle dates, please see the Product Lifecycle Matrix.
Success in numbers
Organizations that harness Citrix Customer Success services empower great outcomes everywhere.
90
%
Nearly 90% of customers agree Citrix Support provides better value than other technology vendors.
TVID: AED-117-C87
+
25
%
68% of customers experienced at least a 25% return on investment as a result of their Citrix Customer Success Program.
TVID: 441-E4C-18A
75
%
Almost 75% of customers agree their success program has helped them overcome knowledge gaps and drive technical adoption of their Citrix solutions.
TVID: 7F2-931-DED
Award winning support and services
Organizations that harness Citrix Customer Success services empower great outcomes everywhere.
Citrix Technical Support earns Global Rated Outstanding Support certifications for both assisted and self-service support from the Technology Service Industry Association (TSIA) for the 5th year in a row.
Citrix wins the NorthFace ScoreBoard Award for World Class Excellence in Customer Service for Support, Education, and Consulting three-years running.
Our Support Mission
Enable our customer’s success by providing the world’s best support experience centered on quality, simplicity and innovation.
Let’s get started
Amplify your results with these additional services
Tap into our extensive pool of expert consultants, all eager to help your business thrive.
Level up your team with expert training, certifications, and online learning designed to maximize the potential of your Citrix solutions.