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.

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Americas

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:
01-Jan-17

Existing customers:
01-Jul-17

 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
EMEA

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:
01-Jan-17

Existing customers:
01-Jul-17

 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
APAC

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:
01-Jan-17

Existing customers:
01-Jul-17

 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
Japan

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:
01-Jan-17

Existing customers:
01-Jul-17

 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.

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