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Support Programs Matrix
Last updated: December 19, 2018
Refer to this table for technical support product lifecycle dates
Citrix support agreements progress through three distinct lifecycle phases: End of Sale (EOS), End of Renewal (EOR) and End of Life (EOL). The matrix below provides information for legacy Citrix support agreements. For definitions of the various lifecycle dates, refer to Lifecycle Definitions.
For a description of current support offerings, view our Software Support Programs.
Active Legacy Support and/or Subscription Advantage agreements will be honored until the contract expiration date. Upon expiration date, the agreement will expire and customers may upgrade to Citrix Customer Success Services (CSS).
Note: Active Subscription Advantage or CSS is required to access Technical Support when using a preferred legacy agreement.
*TRM and AEE services will remain available in LAC.
| Subscription Advantage Agreement |
End of Sale | End of Renewal | End of Life |
| Citrix Virtual Apps Citrix Virtual Apps and Desktops EdgeSight Provisioning Server for Datacenters |
New customers: Existing customers: |
01-Jul-17 | Upon Expiration of Agreement |
| Citrix Networking VPX Citrix SD-WAN VPX Citrix Gateway VPX Citrix Gateway Universal Licenses |
16-Feb-15 | 16-Feb-15 |
| Support Agreement |
End of Sale | End of Renewal | End of Life |
| Technical Relationship Manager (TRM)* | 01-Jan-19 | 01-Oct-19 | Upon Expiration of Agreement |
| Assigned Escalation Engineer (AEE)* | 01-Jan-19 | 01-Oct-19 | |
| Enterprise Support | 16-Feb-15 | 01-Jan-17 | |
| Premier Support | 16-Feb-15 | 16-Feb-15 | |
| Preferred Extend – Citrix Hypervisor & Citrix Essentials | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Citrix Networking VPX | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Branch Repeater VPX | 30-Jun-12 | 16-Feb-15 |
Legacy Support Agreements for: Citrix Virtual Apps, Citrix Virtual Apps and Desktops and Citrix Hypervisor
| Support Agreement Type | End of Sale | End of Renewal | End of Life |
| Preferred Business Hours | 30-Jun-12 | 01-Jan-17 | Upon Expiration of Agreement |
| Preferred Extended Hours | 30-Sep-12 | 01-Jan-17 | |
| Preferred Extended Hours Global | 30-Sep-12 | 01-Jan-17 |
Legacy Support Agreements for: Onsite Support Add-on
| Support Agreement Type | End of Sale | End of Renewal | End of Life |
| Preferred Business Hours | 30-Jun-12 | TBA | TBA |
| Preferred Extended Hours | 30-Sep-12 | TBA | TBA |
| Preferred Extended Hours Global | 30-Sep-12 | TBA | TBA |
Active Legacy Support and/or Subscription Advantage agreements will be honored until the contract expiration date. Upon expiration date, the agreement will expire and customers may upgrade to Citrix Customer Success Services (CSS).
Note: Active Subscription Advantage or CSS is required to access Technical Support when using a preferred legacy agreement.
*TRM and AEE services will remain available in select countries within EMEA.
| Subscription Advantage Agreement |
End of Sale | End of Renewal | End of Life |
| Citrix Virtual Apps Citrix Virtual Apps and Desktops EdgeSight Provisioning Server for Datacenters |
New customers: Existing customers: |
01-Jul-17 | Upon Expiration of Agreement |
| Citrix Networking VPX Citrix SD-WAN VPX Citrix Gateway VPX Citrix Gateway Universal Licenses |
16-Feb-15 | 16-Feb-15 |
| Support Agreement |
End of Sale | End of Renewal | End of Life |
| Technical Relationship Manager (TRM)* | 01-Jan-19 | 01-Oct-19 | Upon Expiration of Agreement |
| Assigned Escalation Engineer (AEE)* | 01-Jan-19 | 01-Oct-19 | |
| Enterprise Support | 16-Feb-15 | 01-Jan-17 | |
| Premier Support | 16-Feb-15 | 16-Feb-15 | |
| Preferred Extend – Citrix Hypervisor & Citrix Essentials | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Citrix Networking VPX | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Branch Repeater VPX | 30-Jun-12 | 16-Feb-15 |
| Support Agreement |
End of Sale | End of Renewal | End of Life |
| Technical Relationship Manager (TRM)* | 01-Jan-19 | 01-Oct-19 | Upon Expiration of Agreement |
| Assigned Escalation Engineer (AEE)* | 01-Jan-19 | 01-Oct-19 | |
| Enterprise Support | 16-Feb-15 | 01-Jan-17 | |
| Premier Support | 16-Feb-15 | 16-Feb-15 | |
| Preferred Extend – Citrix Hypervisor & Citrix Essentials | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Citrix Networking VPX | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Branch Repeater VPX | 30-Jun-12 | 16-Feb-15 |
Legacy Support Agreements for: Citrix Virtual Apps, Citrix Virtual Apps and Desktops and Citrix Hypervisor
| Support Agreement Type | End of Sale | End of Renewal | End of Life |
| Preferred Business Hours | 30-Jun-12 | 01-Jan-17 | Upon Expiration of Agreement |
| Preferred Extended Hours | 30-Sep-12 | 01-Jan-17 | |
| Preferred Extended Hours Global | 30-Sep-12 | 01-Jan-17 |
Active Legacy Support and/or Subscription Advantage agreements will be honored until the contract expiration date. Upon expiration date, the agreement will expire and customers may upgrade to Citrix Customer Success Services (CSS).
Note: Active Subscription Advantage or CSS is required to access Technical Support when using a preferred legacy agreement.
| Subscription Advantage Agreement |
End of Sale | End of Renewal | End of Life |
| Citrix Virtual Apps Citrix Virtual Apps and Desktops EdgeSight Provisioning Server for Datacenters |
New customers: Existing customers: |
01-Jul-17 | Upon Expiration of Agreement |
| Citrix Networking VPX Citrix SD-WAN VPX Citrix Gateway VPX Citrix Gateway Universal Licenses |
16-Feb-15 | 16-Feb-15 |
| Support Agreement |
End of Sale | End of Renewal | End of Life |
| Enterprise Support | 16-Feb-15 | 01-Jan-17 | Upon Expiration of Agreement |
| Premier Support | 16-Feb-15 | 16-Feb-15 | |
| Preferred Extend – Citrix Hypervisor & Citrix Essentials | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Citrix Networking VPX | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Branch Repeater VPX | 30-Jun-12 | 16-Feb-15 |
Legacy Support Agreements for: Citrix Virtual Apps, Citrix Virtual Apps and Desktops and Citrix Hypervisor
| Support Agreement Type | End of Sale | End of Renewal | End of Life |
| Preferred Business Hours | 31-Dec-12 | 01-Jan-17 | Upon Expiration of Agreement |
| Preferred Extended Hours | 31-Dec-12 | 01-Jan-17 | |
| Preferred Extended Hours Global | 30-Sep-12 | 01-Jan-17 |
Legacy Support Agreements for: Onsite Support Add-on
| Support Agreement Type | End of Sale | End of Renewal | End of Life |
| On-Site Support Days Add-on - Business Hours | 31-Dec-12 | TBD | TBD |
| On-Site Support Days Add-on - Extended Hours | 31-Dec-12 | TBD | TBD |
Active Legacy Support and/or Subscription Advantage agreements will be honored until the contract expiration date. Upon expiration date, the agreement will expire and customers may upgrade to Citrix Customer Success Services (CSS).
Note: Active Subscription Advantage or CSS is required to access Technical Support when using a preferred legacy agreement.
| Subscription Advantage Agreement |
End of Sale | End of Renewal | End of Life |
| Citrix Virtual Apps Citrix Virtual Apps and Desktops EdgeSight Provisioning Server for Datacenters |
New customers: Existing customers: |
01-Jul-17 | Upon Expiration of Agreement |
| Citrix Networking VPX Citrix SD-WAN VPX Citrix Gateway VPX Citrix Gateway Universal Licenses |
16-Feb-15 | 16-Feb-15 |
| Support Agreement |
End of Sale | End of Renewal | End of Life |
| Enterprise Support | 16-Feb-15 | 01-Jan-17 | Upon Expiration of Agreement |
| Premier Support | 16-Feb-15 | 16-Feb-15 | |
| Preferred Extend – Citrix Hypervisor & Citrix Essentials | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Citrix Networking VPX | 30-Jun-12 | 16-Feb-15 | |
| Preferred Extend – Branch Repeater VPX | 30-Jun-12 | 16-Feb-15 |
Legacy Support Agreements for: Citrix Virtual Apps, Citrix Virtual Apps and Desktops and Citrix Hypervisor
| Support Agreement Type | End of Sale | End of Renewal | End of Life |
| Preferred Business Hours | 31-Dec-12 | 01-Jan-17 | Upon Expiration of Agreement |
| Preferred Extended Hours | 31-Dec-12 | 01-Jan-17 | |
| Preferred Extended Hours Global | 30-Sep-12 | 01-Jan-17 |
Legacy Support Agreements for: Onsite Support Add-on
| Support Agreement Type | End of Sale | End of Renewal | End of Life |
| On-Site Support Days Add-on - Business Hours | N/A | TBD | TBD |
| On-Site Support Days Add-on - Extended Hours | N/A | TBD | TBD |
Lifecycle Phases
- End of Sale – The date after which a specified Citrix Technical Support offering(s) is no longer publicly available for purchase.
- End of Renewal – The date after which customers are no longer able to renew a specified Citrix Technical Support agreement(s). Customers with active agreements may renew until such time an end of renewal date is specified in matrix above. Once the agreement reaches end of renewal, it may not be renewed or re-activated.
- End of Life – The date after which all specified Citrix Technical Support renewal agreements expire. Once the agreement reaches end of life, it may not be renewed or re-activated.