Customer Success Services
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Empowering outcomes

Create more value with success packages built to deliver winning business outcomes.

Our success packages

Whether you use subscription licenses or perpetual licenses, we’ve optimized our Customer Success Packages to drive the most value for your specific use case.

Customer Success Services packages for customers with

Subscription licenses

Continually optimize high-value outcomes and accelerate digital workplace transformation

  • Core

    An ever-improving foundation of self-service tools and resources to help you become the architect of your own success.

    Discover Core

  • Advanced

    Enhanced support and success resources that maximize business value and support digital workspace transformation.

    Discover Advanced

  • Priority

    A powerful blend of proactive guidance and self-empowerment through tailored partnership with an assigned account manager.

    Discover Priority

  • Priority Plus

    A fully-managed path to manifest transformational Citrix outcomes, with customized service packages and full-time account partners.

    Discover Priority Plus

Compare packages benefits

See the potential across Core, Advanced, Priority and Priority Plus packages

Success Services for Customers with Subscription Licenses

Package comparison and terms
  Feature Core Advanced Priority Priority Plus
Success Success plan
Employee experience design tools
Employee enablement and awareness library
Employee experience measurements and alerts
Business value maximization tools  
Technical account management    
  Feature Core Advanced Priority Priority Plus
Advisory Change management tools
Cloud migration tools
Self-paced technical training
Technical live labs  
Environment optimization assessment  
Environment supportability and operational review    
Customizable add-on packages - aligned to your business objectives        
  Feature Core Advanced Priority Priority Plus
Support 24x7 technical support1
General guidance during product configuration2  
Priority queue    
Scheduled support     40 hours 80 hours
Critical situation management    
Root cause analysis     SEV 1 SEV 1 & 2
Executive sponsor      

1 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 (8am-6pm) as per regions listed in the Worldwide Support Services Guide.

2 Provide general guidance and assistance during product installation, upgrades, or configurations. Customers who require additional assistance for requirements like personalized design and implementation assistance can leverage our Partners or Citrix Consulting services for fee-based design and implementation assistance. 

Customer Success Services packages for customers with

Perpetual licenses

Maximize the value from your Citrix digital workplace solutions

Select

The foundation of creating success with Citrix. Get market-leading technical support response times, plus guidance, resources and tools to maximize your outcomes.

Discover Select

Priority

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.

Discover Priority

Priority Plus

A fully-managed path to manifest transformational Citrix outcomes. Customized service packages and full-time account partners turn your biggest ambitions into reality.

Discover Priority Plus

Compare packages benefits

See the potential across Select, Priority and Priority Plus packages below.

Success Services for Customers with Perpetual Licenses

Package comparison and terms
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.
 

Big wins and clear value from real world results

Organizations that harness Citrix Customer Success Services empower great outcomes everywhere.

  • Customer Success provides strong customer value

    90
    %

    Nearly 90% of customers agree Citrix Support provides a better value than other technology vendors

    TVID: AED-117-C87

  • Increase productivity, minimize downtime and reduce IT costs

    88
    %

    88% of surveyed IT organizations who use their CSS Select subscription to help them increase productivity, minimize downtime and reduce IT costs, saw the following benefits:

    • Improved business growth
    • Increased productivity

    TVID: 704-407-015

  • Deliver greater ROI with Customer Success packages

    85
    %

    85% of customers experienced at least a 10% return on investment as a result of their Customer Success package

    TVID: DBC-97A-25C

  • Accelerate ROI with Customer Success packages

    75
    %

    75% of Priority and Priority Plus customers achieved return on investment (ROI) in 9 months or less with their customer success package.

    TVID: 4D8-CD9-224

Let’s get started

Amplify your results with these additional services

Consulting

Tap into our extensive pool of expert consultants, all eager to help your business thrive.

Premium Training

Level up your team with expert training, certifications, and online learning designed to maximize the potential of your Citrix solutions.