Citrix Customer Success Services

More than just tech support, Customer Success Services is designed to help you achieve your business goals faster— beyond traditional break-fix scenarios.

The value of Customer Success Services

Three new levels of support

Select

Get more from your Citrix investments with always-on support and the fastest response times in the industry. And keep everything running smoothly, with software updates, expert guidance, proactive monitoring, and all the tools and training you need to get the most from your environment.

Priority

Get all of the benefits of Select, plus optimize your business-critical deployments with personalized, proactive support from a team led by your own account manager. You’ll also get expert assistance to maximize value and minimize risk in your environment.

Priority Plus

Get all of the benefits of Select and Priority, plus maximize ROI in complex, global and mission-critical environments with fully customized services and preventative care to optimize performance and costs. You’ll also get support designed to fit your exact needs, adding extra resources and services wherever you need them most.

Compare program features and benefits

Features Select Priority Priority Plus

24/7/365, unlimited technical support

Unlimited access to Technical Support via phone, web, and live chat.

Number of technical contacts

Designate unlimited contacts to open and manage your cases.

Severity 1 best-in-class response time target* <30 minutes <15 minutes <10 minutes

Severity 1 fastest restoration commitment*

Non-platform

Cloud platform uptime availability in any 30 day calendar period

  <6 hours
<4 hours
  99% 99%

Software updates and upgrades

Access to software updates and upgrades as they become available.

Long Term Service Release (LTSR)

Access to the latest Citrix Virtual Apps and/or Citrix Virtual Apps and Desktops Long-Term Service Release (LTSR) and Cumulative Updates for companies that prefer to retain the same base version for an extended period.

Support for End-of-Life Products**

Option to purchase extended support for Citrix Virtual Apps or Citrix Virtual Apps and Desktops LTSR versions that have reached End of Maintenance and End of Life milestones. An active Citrix Customer Success Services support subscription is required for extended support eligibility.
 

Live chat

Get fast answers to general technical questions from Citrix Technical Support chat agents. You will be transferred to the web (eServices) queue if additional troubleshooting assistance is required.

Supportability Pack diagnostic tools

Identify and tackle minor issues fast, with a self-updating pack of key diagnostic tools.

Acceleration and automation tools

Speed up deployments, upgrades and migrations, with cloud-based Citrix Smart Tools using Citrix best practice blueprints.

Citrix App Layering

Publish a single copy of layered apps and OS patches across all your virtual environments.

Priority queue with direct access to Priority Engineers

Accelerate issue diagnosis and resolution. Get highest Priority access to an enterprise-level team of seasoned Support Engineers, 24x7.

  Priority Highest Priority

Priority Critical Situation Management

A dedicated Critical Situation Manager to take personal ownership of quickly restoring your environment in the event of Severity 1 issues.

 

Scheduled support for change events

Reserve scheduled support for change events to ensure you have the reactive assistance and resources you need during advanced implementations, migrations and updates—whether they are inside or outside business hours.

  40 hours
80 hours

Root Cause Analysis

In the event of a critical situation, upon request, a formal root cause analysis will be conducted.

 
Features Select Priority Priority Plus

Proactive call home

Scheduled health-checks to regularly assess the state of your environment.

Citrix Workspace Environment Management

Intelligent resource management to deliver the best possible performance for Citrix Virtual Apps and Desktops environments.

Environment supportability and operational review

Minimize risk and downtime, with proactive insight. Your assigned Technical Account Manager will work with you to conduct a review of your environment, identifying product versions and configurations, use cases, risks, barriers to adoption and opportunities to optimize supportability—for even greater ROI.

 

System Monitoring

Access to cloud-based Citrix Smart Tools that provide on-demand health checks for Citrix Virtual Apps and Desktops sites. Smart Checks identify and assist with resolving common issues, and on-demand monitoring of product updates to ensure current fixes for known issues.

Features Select Priority Priority Plus

Access to the Select eLearning subscription

Access to training covering architecture, installation, and initial configuration across all Citrix products and technologies, plus Latest Releases training to stay current with Citrix technologies.

Additional training and certifications are available for an additional fee.

TechEdge event invitations

Meet top Citrix support engineers face-to-face at this one-day training event during Synergy. Learn how to deploy, optimize, and troubleshoot mobility, virtualization, networking, and cloud technologies. You will have the opportunity to ask questions, have in-depth discussions, and network.


 

Features

Select Priority Priority Plus

Technical Account Manager

Get the most from your investments with proactive support from an assigned Technical Account Manager. Your Technical Account Manager will work with you to proactively understand your business critical environment, business and technology objectives, and ensure optimization of your Citrix solutions with leading practices.
 

 

Success planning

Your Technical Account Manager will work with you to align on a success plan that will help you meet your desired outcomes with your Citrix solution.

 

Senior executive sponsor

A VP-level Support sponsor to act as your advocate within Citrix and make sure all your requirements and issues are dealt with promptly.

   

Fully customized service

You get tailored services to ensure you achieve your business objectives faster with a hand-picked team of Citrix experts focused on your success. Among many other benefits tailored to your needs, you can choose to have:

  • Assigned support account managers in multiple geographies 
  • Exclusive access to support resources who only work with your business 
  • Additional services for system monitoring and optimization
   

Configuration and installation assistance

The Priority Queue will provide general guidance and assistance with problems you encounter during product installation, upgrades, or configurations

Premium Citrix Knowledge Center access

Enjoy exclusive access to product best practice guides as well as TechEdge session content. You can also choose to receive configurable alerts when support articles are updated.

*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 – 8:00 a.m. to 5:30 p.m.

**For support on End of Life products, please see Extended Support. A separate contract is required. Certain products are not eligible.

Program Terms

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).

Customers can purchase CSS in one (1) year increments up to a maximum of five (5) years. CSS is available during a product’s Mainstream Maintenance and Extended Maintenance Phases. Once a product version reaches the End of Life date, security related hot fixes, technical support and product downloads will no longer be available.

CSS pricing is determined by agreement status, product edition, licensing program discounts and age of agreement expiration. Late renewals incur extra fees and result in lapsed maintenance and support. These Extra fees are based on the following: Reinstatement – if agreement has been expired. Pricing is a percentage of the product SRP, plus a pro-rated amount for the time expired, plus late fee.

At point of upgrade to Priority, all software licenses must be upgraded (i.e., customers may not have a mix of Select & Priority services on Software licenses)*

*Service Level Compliance rules apply. Service Level Compliance requires the customer to maintain the same CSS level of service across all software product lines (cloud subscriptions, on-premises/perpetual and termed/annual software licenses). In the event that service level compliance is not maintained, the customer will be supported at the lowest of their active service levels. Customers will be notified of non-compliance. No refunds will be given.

Customers choose Citrix Customer Success Services to help them reach their goals

79%

79% of customers agreed: “Citrix Tech Support is a must for any transformative IT deployment.”

TVID: 9EB-4C3-32F

50%

More than 50% of Citrix customers have been able to minimize downtime as a result of Citrix Customer Success Services.

TVID: 288-D98-43A

87%

87% of surveyed customers have been able to minimize downtime or proactively keep their environment operating at peak efficiency as a result of Customer Success Services.

TVID: 3B1-604-B75

70%

Almost 70% of Citrix customers agree that Citrix Customer Success Services provides the best combination of tech support, proactive monitoring, enablement, and guidance capabilities in the industry.

TVID: 071-24C-151

In North America
Call toll free: 1 800 424 8749