Service Descriptions For Citrix Services

Last Revised 6/18/2019

These Service Descriptions provide important details for specific Citrix Services and supplement and form a part of the End User Services Agreement. Capitalized terms used in these Service Descriptions and not otherwise defined herein shall have the meanings set forth in the End User Services Agreement. 

Certain Citrix Cloud offerings have bundled Citrix Services to which multiple Service Descriptions will apply.  See, for example, the bundled Citrix Services included in Workspace Standard, Workspace Premium, and Workspace Premium Plus:  https://www.citrix.com/products/citrix-workspace/.   You will need to refer to the Service Descriptions set forth below for each of the individual Citrix Services to understand all of the features and functionality included in each bundled offering.

A. Features and Functionality

Features and functionality details for the applicable Services (“Service Documentation”) can be found here:

Services Service Documentation
Access Control https://docs.citrix.com/en-us/citrix-cloud/access-control.html    
Citrix Analytics https://docs.citrix.com/en-us/citrix-analytics/
Citrix App Layering https://docs.citrix.com/en-us/citrix-app-layering/4.html
Citrix Application Delivery Management https://docs.citrix.com/en-us/netscaler-mas/netscaler-management-and-analytics-service.html
Citrix Cloud https://docs.citrix.com/en-us/citrix-cloud/    
Citrix Endpoint Management https://docs.citrix.com/en-us/citrix-endpoint-management/endpoint-management.html
Citrix Gateway https://docs.citrix.com/en-us/netscaler-gateway/service.html
Citrix Intelligent Traffic Management https://docs.citrix.com/en-us/citrix-intelligent-traffic-management
Citrix Managed Desktops https://docs.citrix.com/en-us/citrix-managed-desktops/
Citrix Virtual Apps and Desktops https://docs.citrix.com/en-us/citrix-virtual-apps-desktops-service.html
Citrix Virtual Apps Essentials https://docs.citrix.com/en-us/citrix-cloud/xenapp-essentials.html
Citrix Virtual Desktops Essentials https://docs.citrix.com/en-us/citrix-cloud/xendesktop-essentials.html
Citrix Web App Firewall https://docs.citrix.com/en-us/netscaler/netscaler-web-app-security-service.html
License Usage Insights Service https://docs.citrix.com/en-us/citrix-cloud/license-usage-insights/license-usage-insights.html
MDX Service https://docs.citrix.com/en-us/citrix-cloud/mdx-service.html
Podio https://help.podio.com/hc/en-us/categories/200095638-Using-Podio    
RightSignature https://RightSignature.com/features
SD-WAN Orchestrator
https://docs.citrix.com/en-us/citrix-sd-wan-orchestrator/
Secure Browser https://docs.citrix.com/en-us/citrix-cloud/secure-browser-service.html
ShareFile
https://docs.citrix.com/en-us/citrix-cloud/about-content-collaboration.html (via Citrix Cloud)

https://docs.citrix.com/en-us/sharefile.html (via StorageZone Controller)

https://www.sharefile.com/support (standard)

Workspace Environment Management

https://docs.citrix.com/en-us/workspace-environment-management/service.html

B. General Terms

Business and Cloud Service Continuity: Citrix Business Continuity goals include maintaining business critical functions and services before, during and after a wide range of disaster events, as well as limiting the impact to operations and the magnitude of any financial loss. For details see: https://www.citrix.com/buy/licensing/products-and-services-continuity.html.

Citrix End User Services Agreement: The Services are governed by the Citrix End User Services Agreement: https://www.citrix.com/content/dam/citrix/nl-nl/documents/buy/enterprise-saas-eusa.pdf

Citrix Services Security: Technical and organizational security controls applicable to the Services are set forth here: https://www.citrix.com/buy/licensing/citrix-services-security-exhibit.html.

Customer Accounts and Responsibilities:  A Customer Account is required for an individual to access and utilize the Services. To establish a Customer Account, each User must complete a registration process by providing Citrix with current, complete and accurate information as prompted by the registration form and promptly update such information, as appropriate. Each User must choose a personal, non-transferable password and Customer Accounts cannot be shared or used by more than one individual. Customer is responsible for its Users’ compliance with the End User Services Agreement.

Data Privacy: Citrix Privacy Policy as applicable to the Services is set forth here: https://www.citrix.com/about/legal/privacy.

Discontinued Services:  For Customers with subscriptions to Services no longer available for purchase, the Service Descriptions last applicable to such Services shall continue to apply.

Law Enforcement Requests and Subpoenas:  In response to legal process or enforceable governmental request, we reserve our right to provide Customer information consistent with applicable law.

Licensing Models: Services are provided according to the applicable licensing models set forth here: https://www.citrix.com/buy/licensing/product.html.

Service Level Agreement: The Service Level Agreement (SLA) applicable to certain Services is set forth here: https://docs.citrix.com/en-us/citrix-cloud/overview/service-level-agreement.html.    

Technical Support:  Customer and technical support options applicable to the Services, if available, are set forth here: https://www.citrix.com/support/.

Training:  Citrix may make available to Customer online training sessions for individuals who are authorized by Customer to access the Services. Additional fees may apply.

Upgrades:  If Customer orders any additional Services features that require additional fees (“Upgrades”), Citrix will charge Customer a pro-rated fee for the Upgrades based on the number of days left in Customer’s current billing cycle, and thereafter, Customer will be billed for the total fees in accordance with Customer’s regular billing schedule. Citrix will not provide any reimbursement for unused days if Customer cancels any Upgrades after payment is made for the applicable month.

Entire Agreement:  The Service Descriptions are incorporated by reference into the End User Services Agreement for the applicable Services.  In the event of a conflict between any term of these Service Descriptions (including any Service Documentation) and any other term of the Agreement, these Service Descriptions shall control for the applicable Services only, provided, however, that in no event shall any term of these Service Descriptions be construed as an additional representation or warranty, or to give rise to any additional obligation, on the part of Citrix.

Updates:  Citrix reserves the right to update or otherwise change these Service Description from time to time.  Any changes to these Service Descriptions shall be effective upon Citrix’s publication thereof, which may occur by posting such changes at: https://www.citrix.com/content/dam/citrix/nl-nl/documents/buy/enterprise-saas-eusa.pdf. Except as otherwise set forth in the End User Services Agreement, Customer’s continued access and use of the Services will indicate Customer’s acceptance of the then-current End User Services Agreement and Service Descriptions.