Customer Success Services: Priority
Get priority support

Your success is our priority.

Priority gives you support that goes further – helping you optimize your Citrix environment and plan for your success.

Read on to learn how you can use Priority to help you minimize risk, accelerate adoption and maximize the value of your Citrix solution.

As a Priority customer, you have:

An assigned Technical Account Manager

We learn about your business-critical environment and ensure your Citrix solutions deliver maximum business value

Success planning

We make sure your Citrix environment always supports your business objectives

Environment Supportability reviews

We help you achieve even greater return on your investment by optimizing supportability

Priority Queue

You have direct access to Priority Support Engineers to help resolve your issues quickly

Critical Situation Management

For severity one issues, our <15-minute initial target response time and <6-hour restoration targets help accelerate remediation for your most important cases

Up to 40 hours of scheduled support

Get expert assistance for your change events related to implementations, migration and updates

Guide

Your assigned Technical Account Manager will learn about your business-critical environment and make sure your Citrix solutions run smoothly and deliver maximum business value.

They'll align with you on a success plan to lower complexity and risk, improve supportability, increase adoption, simplify upgrades and monitor progress against your success plan.

Monitor

Your Technical Account Manager will deliver proactive insights to help you minimize risk and downtime.

They’ll conduct periodic Environment Supportability reviews, to identify product versions and configurations, use cases, trends, risks, barriers to adoption and opportunities to optimize supportability, for even greater return on your investment.

With add-on Managed Services, your expert team can also monitor and proactively manage your Citrix infrastructure for you – leaving you free to use internal resources elsewhere.

Address issues before they get serious

You also have access to tools to help you proactively monitor and manage your solution so minor issues don’t become major problems.

Use Workspace Environment Management to optimize application response times with intelligent resource management. Call Home performs periodic collection of system and product configuration, performance and errors.

Enable

You and your team can build your skills with unlimited, on-demand access to the Select eLearning Subscription, which is continually refreshed as new product versions are released.  

And join us at our TechEdge event to learn the latest techniques and best practices straight from our experts.

Support and maintain

You have unlimited 24/7/365 access to award-winning technical support from dedicated Priority Support Engineers:

  • Priority Queue with direct access to seasoned Priority Support Engineers
  • <15-minute initial response target for severity one issues
  • <6-hour restoration target for severity one issues
  • Priority Critical Situation Manager to take ownership of rapid restoration
  • Root-cause analysis to prevent critical issues from reoccurring

And for change events, such as implementations, migrations and upgrades, you can schedule up to 40 hours of expert support to ensure a smooth transition.

Get tools to accelerate your success

Priority also gives you immediate access to Citrix Virtual Apps and Desktops Long Term Service Release, the latest product updates and new releases, and tools to streamline and simplify management and troubleshooting in your Citrix environment.