BY USE CASE
Secure Distributed Work
Boost Productivity
BY INDUSTRY
Whether you use subscription licenses or perpetual licenses, we’ve optimized our Customer Success Packages to drive the most value for your specific use case.
Customer Success Services packages for customers with
Subscription licenses
Continually optimize high-value outcomes and accelerate digital workplace transformation
Core
An ever-improving foundation of self-service tools and resources to help you become the architect of your own success.
Priority
A powerful blend of proactive guidance and self-empowerment through tailored partnership with an assigned account manager.
Priority Plus
A fully-managed path to manifest transformational Citrix outcomes, with customized service packages and full-time account partners.
Feature | Core | Priority | Priority Plus | |
---|---|---|---|---|
Success | Success plan | |||
Employee experience design tools | ||||
Employee enablement and awareness library | ||||
Employee experience measurements and alerts | ||||
Business value maximization tools | ||||
Technical account management |
Feature | Core | Priority | Priority Plus | |
---|---|---|---|---|
Advisory | Change management tools | |||
Cloud migration tools | ||||
Self-paced technical training | ||||
Technical live labs | ||||
Environment optimization assessment | ||||
Environment supportability and operational review | ||||
Customizable add-on packages - aligned to your business objectives |
Feature | Core | Priority | Priority Plus | |
---|---|---|---|---|
Support | 24x7 technical support1 | |||
General guidance during product configuration2 | ||||
Priority queue | ||||
Scheduled support | 40 hours | 80 hours | ||
Critical situation management | ||||
Root cause analysis | SEV 1 | SEV 1 & 2 | ||
Executive sponsor |
1 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 (8am-6pm) as per regions listed in the Worldwide Support Services Guide.
2 Provide general guidance and assistance during product installation, upgrades, or configurations. Customers who require additional assistance for requirements like personalized design and implementation assistance can leverage our Partners or Citrix Consulting services for fee-based design and implementation assistance.
3 CSS Priority and Priority+ support plans with ShareFile are provided in English-only and do not offer the following: >4 hour restoration time, Configuration support, Sev-2 root cause analysis, executive sponsor, technical account management, technical consultancy, self-paced technical training.
Customer Success Services packages for customers with
Perpetual licenses
Maximize the value from your Citrix digital workplace solutions
Select
The foundation of creating success with Citrix. Get market-leading technical support response times, plus guidance, resources and tools to maximize your outcomes.
Priority
Tailored partnership with assigned account management for proactive advice, expertise, and support. Get even faster response and resolution times, priority routing and queueing, and additional resources.
Priority Plus
A fully-managed path to manifest transformational Citrix outcomes. Customized service packages and full-time account partners turn your biggest ambitions into reality.
See the potential across Select, Priority and Priority Plus packages below.
Success Services for Customers with Perpetual Licenses
Feature | Select | Priority | Priority Plus |
---|---|---|---|
Unlimited Support with Best-in-class Severity 1 response time target |
<30 min |
<15 min |
<10 min |
Severity 1 fastest non-platform restoration target | <6 hours | <4 hours | |
Access to software updates and/or code releases | |||
Select Learning Subscription featuring training to build skills and continuously upskill your team throughout your Citrix journey. | |||
Success planning tools and resources to create a personalized plan, accelerate your project, measure progress, and ultimately drive usage to help you realize the full value of your workspace. | |||
Assigned technical account management to understand your environment, business and technology objectives, and ensure optimization of your Citrix solutions. | |||
Priority Queue with direct access to Priority Support Engineers for faster issue resolution. | |||
Critical Situation Management to own and expedite remediation for severity 1 issues. | |||
Scheduled Support for change events to assist with implementations, migrations, and updates. | 40 hours | 80 hours | |
Customizable add-on packages aligned to your business objectives, with a hand-picked team of Citrix experts focused on your success. |
CSS Priority and Priority+ support plans with ShareFile are provided in English-only and do not offer the following: >4 hour restoration time, Configuration support, Sev-2 root cause analysis, executive sponsor, technical account management, technical consultancy, self-paced technical training.
Organizations that harness Citrix Customer Success Services empower great outcomes everywhere.
Customer Success provides strong customer value
Nearly 90% of customers agree Citrix Support provides a better value than other technology vendors
TVID: AED-117-C87
Increase productivity, minimize downtime and reduce IT costs
88% of surveyed IT organizations who use their CSS Select subscription to help them increase productivity, minimize downtime and reduce IT costs, saw the following benefits:
TVID: 704-407-015
Deliver greater ROI with Customer Success packages
85% of customers experienced at least a 10% return on investment as a result of their Customer Success package
TVID: DBC-97A-25C
Accelerate ROI with Customer Success packages
75% of Priority and Priority Plus customers achieved return on investment (ROI) in 9 months or less with their customer success package.
TVID: 4D8-CD9-224
Tap into our extensive pool of expert consultants, all eager to help your business thrive.
Level up your team with expert training, certifications, and online learning designed to maximize the potential of your Citrix solutions.