Customer Success Services (CSS) Select
Offerings are available for Digital Workspace 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.
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 software updates and/or code 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/or code releases 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 Severity 1 response time target¹ 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.
- Severity restoration commitment1 Cloud platform uptime availability in any 30-day calendar period. Learn more
- Citrix App Layering to simplify app and OS management. Learn more
- Option to purchase Extended Support for End-of-Life Products.3 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
- Customer Success Manager3 Available at no additional cost, the Customer Success Management (CSM) program is offered to customers upon purchase of a Citrix Cloud services subscription. The expert led program is designed to help customers connect their solution to critical business outcomes, measure progress, and ultimately, drive end user adoption to exceed intended return on investment.
*Eligibility criteria applies
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. |
| 3Customer 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. |
| 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. |
87% of Customer Success Services (CSS) Select customers have been able to minimize downtime.