Priority Plus

Maximize successful business outcomes with fully customizable services

Thanks to Priority Plus and our entire team of suppliers, we enacted a twentyfold increase in accommodating remote workers.

Ron Guerrier
CIO and Secretary of Innovation & Technology
State of Illinois

Read customer story

What you get with Priority Plus

Citrix Priority Plus provides purpose-built resources and expertise customized to manifest your most ambitious transformational goals. The world’s most experienced Citrix specialists manage, optimize and advocate for your environment at the highest levels.

High priority, deep peace-of-mind
Exclusive access to Citrix experts
Fastest responses and restorations
Tailored for transformation

High priority, deep peace of mind

We act as a full-time partner in your Citrix success—so you can free your focus to grow your business. Citrix Priority Plus ensures your Citrix solutions are always optimized for your biggest outcomes.

Exclusive access to Citrix experts

We build a team of world-leading Citrix specialists around your specific business goals. Leverage an elite team of consultants, technical account managers and escalation engineers to keep thriving with Citrix.

Fastest responses and restorations

There’s no line with Priority Plus. Get near-instant support and unmatched levels of monitoring, guidance and maintenance across all your issues and events.

Tailored for transformation

We build and execute custom packages based on your specific transformational goals. Our tailored packages accelerate, de-risk and spread the cost of transformational outcomes through hand-picked resources, consultancy, sponsorship, managed services and more.

Customer Success Services packages for customers with

Subscription licenses

Priority Plus grants the benefits of Priority with the best possible options and customizable packages.

Success Feature Priority Priority Plus
Assigned technical account management to help you optimize solutions and amplify results—becoming your advisor, advocate and partner for success. Success plan
Employee experience design tools
Employee enablement and awareness library
Employee enablement and awareness library
Employee experience measurements and alerts
Business value maximization tools
Technical account management  
Advisory Feature Priority Priority Plus
Customizable add-on packages aligned to your business objectives, with a hand-picked team of Citrix experts focused on your success. 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  
Support Feature Priority Priority Plus
Executive level sponsor to act as your advocate and ensure your requirements and issues are addressed promptly. 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

Priority builds on all the features of Select with a wide range of additional benefits.

Compare package benefits

Whether you use subscription or perpetual licenses, we’ve optimized our Customer Success Packages to drive the most value for your specific use case.

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 target1   <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.     

1 Program Terms and Conditions: For complete program comparison, as well as full terms and conditions, please reference our detailed program comparison guide.

More than 75% of Priority Plus customers experienced at least a 25% return on investment as a result of their Customer Success package.

TVID: FE0-6F6-B55