Customer Success Services (CSS) Select
Offerings are available for on-premises, cloud and hybrid customers
Our base-level offering goes beyond just support. Get access to exclusive product features, tools, and resources to support, maintain, and monitor your environment, plus access to online training to build your skills.
CSS Select - designed to enable your success
Already a Select customer?
View our onboarding documentation and resources to get started.
Welcome to CSS Select
CSS Select delivers
- Unlimited access to always on award-winning support
- Fastest response times in the industry
- Latest product updates and new releases
- Installation and configuration assistance
- Live chat, training, and other exclusive value-added features, including access to Citrix App Layering and Workspace Environment Management
- Access to software updates and upgrades as they become available
- Access to Citrix Virtual Apps and Desktops Long Term Service Release for organizations that prefer to retain the same base version for an extended period. Learn more
- Unlimited support via phone, web, and live chat and an unlimited number of technical contacts to open and manage cases
- Best-in-class response times* Assistance is available 24/7/365 for Severity 1 incidents (site outage) with a response time < 30 minutes. Assistance with Severity 2 (site degradation) and all other issues is available during local business hours with a response time of 2 or 8 hours, respectively.
- Supportability Pack to identify and tackle minor issues fast, with a self-updating pack of key diagnostic tools. Learn more
- Citrix App Layering to simplify app and OS management. Learn more
- Option to purchase Extended Support for End-of-Life Products.** Learn more
- Proactive Call Home with scheduled health-checks to assess the state of your environment. Learn more
- Workspace Environment Management to deliver the best possible performance, desktop logon, and application response times for Citrix Virtual Apps and Desktops deployments. Learn more
- Select eLearning Subscription covering architecture, installation, and initial configuration of Citrix products to build skills, and latest release training to keep you current. Learn more
- Citrix TechEdge, the premier one-day training event hosted by leading Citrix Support Engineers. Learn more
- Installation and configuration assistance providing general guidance and assistance with problems encountered during product installation, upgrades, or configurations
Disclaimers:
* Best-in-class 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. 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.
** For support on End of Life products, please see Extended Support. A separate contract is required. Certain products are not eligible.
Program Terms
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.
CSS pricing is determined by agreement status, product edition, licensing program discounts and age of agreement expiration. Late renewals incur extra fees and result in lapsed maintenance and support. These Extra fees are based on the following: Reinstatement – if agreement has been expired. Pricing is a percentage of the product SRP, plus a pro-rated amount for the time expired, plus late fee.
87% of Customer Success Services (CSS) Select customers have been able to minimize downtime.