BY USE CASE
Secure Distributed Work
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BY INDUSTRY
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
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.
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 target1 |
<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
Amplify your results with outstanding additional services
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