While Citrix strives to produce the best quality software, it is virtually impossible to test against all scenarios and software environments. Occasionally, issues may arise which impact product performance or functionality. Customers should address these situations through the technical support programs described in the Support and Services section of the Citrix web site.
Citrix lets you choose the right technical support program for your needs, with options including free web-based tools, our extensive network of solutions providers and technical support directly from Citrix.
The goal of Citrix support programs is to provide our customers with the tools and knowledge needed to identify any technical issue they have experienced. Once identified, Citrix will be able to recommend the next steps required to resolve the issue, from updating with the latest hotfix or service pack to product upgrades or migrations for older, outdated products. In some situations, Citrix may determine that an escalation is required in order to further isolate the issue and potentially resolve it with a private hotfix. Your Citrix support representative will tell you the appropriate steps to resolve technical product issues.
For the purpose of this policy, the following support definitions apply:
When Citrix initiates a product or release through these lifecycle phases, an announcement is made on the Notice of Status Change (NSC) date and the Product Matrix Table is updated to include the specific dates for End of Sales (EOS), End of Maintenance and End of Life. For definitions of the various lifecycle dates, refer to Lifecycle Definitions.
These phases do not apply to the following Citrix products, which feature ongoing access to the latest version while your subscription is active: Podio and ShareFile.
Begins on the General Availability (GA) date of a release and transitions to the next phase on the End of Maintenance (EOM) date.
Begins on the End of Maintenance date and transitions to the next phase on the End of Life (EOL) date.
Begins on the End of Life date.
Mainstream Maintenance Phase
Upon General Availability, products are fully supported and maintained until the End of Maintenance date. Citrix will provide code-level maintenance in the form of minor versions, hotfixes, hotfix rollup packs or service packs when Citrix determines they are required to resolve issues with the product. The release of a Minor Version, Service Pack or Hotfix Rollup Pack may define a new maintenance baseline. Citrix customers may be required to upgrade to a Minor Version, Service Pack or Hotfix Rollup Pack to receive continued maintenance. Technical support is offered through various avenues as specified in the Software Support Programs and Hardware Support Programs sections of our web site.
Extended Maintenance Phase
After a product release reaches it End of Maintenance date, it is considered to be in the Extended Maintenance Phase. During this phase, technical support continues as before but code-level maintenance will be limited to security-related issues deemed critical by Citrix. Security issues will be corrected through hotfixes compatible with the current maintenance baseline. This maintenance baseline is dictated by the current Minor Version, Service Pack or Hotfix Rollup Pack. Security issues could be related to publicly identified security vulnerabilities, other security vulnerabilities, or Microsoft's publicly released security updates.
The decision to enter a particular product into the Extended Maintenance Phase is intended to balance the need for orderly customer transitions with the desire to provide customers with the most current, functionally superior and stable solutions available through new products or newer versions of existing products. The lifecycle for Citrix products is influenced by customer desires for new capabilities and constantly evolving technologies, including enhancements to existing products as well as migrations to newer platforms.
End of Life Phase
Once a product release reaches its End of Life date, the customer may continue to use the product within the terms of product licensing agreement but the available support options will be limited. While there may be historical information in the Knowledge Center or other online resources, it is no longer updated and is provided on an as-is basis. The customer will be using the product within the terms of the product license as-is.
|End of Life
|Non-critical hotfix maintenance (bug fixes)|
|Critical hotfix maintenance (bug fixes)|
|New hardware support|
|Product specific information that is available in the online Citrix Knowledge Center|
|Security-related hotfix maintenance|
|Paid technical support (per incident, per support plan and others)|
The Citrix Product Lifecycle Support policy is intended exclusively for the benefit of existing Citrix customers with respect to the products they have already purchased. It is not intended to apply to other products or to any other third parties. Citrix reserves the right to make changes to its Product Lifecycle Support policy at its sole discretion from time to time as business needs require. Policy statements on www.citrix.com will be updated to reflect any changes upon their effective date.