Prioritize success with proactive account management and bigger benefits for powerful outcomes
I can say with confidence that every company using Citrix should consider Priority. It makes the lives of the IT teams as well as the lives of the users so much easier.
Desktop Management Ltd
Citrix Priority offers a full partnership with our proactive Customer Success team that helps you achieve bigger and better outcomes from your Citrix solutions. Assigned account management, prioritized queues and issue resolution, and scheduled support hours elevate your service to drive better results.
Team up for successful outcomes
Citrix Priority guides you to maximize the returns on your Citrix investment. Reliable monitoring and optimization helps track your success so your solutions work at their best.
Trust in your own success partner
Your assigned Technical Account Manager is responsible for helping you reach epic outcomes. They help you optimize solutions and amplify results—becoming your advisor, advocate and partner for success.
Reduce downtime and issues
Enjoy proactive, preventative support with insights and recommendations that help reduce downtime and technical issues. Plus, you'll get an elevated level of reactive support when you need it most with the fastest response and restoration times in the industry.
Compound your successes
We continually monitor performance and supportability across your infrastructure and operations. Leverage an array of resources, tools and practical expertise to maximize the value your Citrix environment delivers.
Customer Success Services packages for customers with
Priority builds on all the features of Advanced with a wide range of additional benefits.
|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 experience measurements and alerts|
|Business value maximization tools|
|Technical account management|
|Annual environment supportability and operational reviews, led by your technical account manager provide you with proactive support, insights and recommendations that help reduce downtime and technical issues.||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|
|Priority support queue ensures you have access to the fastest support available, while scheduled support allows you to have support engineers on stand-by for planned updates and configuration changes.
Critical situation management and root cause analysis ensure that if you have a Sev 1 issue, it will be expedited at the highest levels, and you get a full report on what led to your outage - so you can avoid it in the future.
|24x7 technical support1|
|General guidance during product configuration2|
|Scheduled support||40 hours||80 hours|
|Critical situation management|
|Root cause analysis||SEV 1||SEV 1 & 2|
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.
Customer Success Services packages for customers with
Priority builds on all the features of Select with a wide range of additional 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.
|Unlimited support with best-in-class
severity 1 response time target1
|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.|
Take on bigger challenges with powerful, personalized support
Our highest service tier, Priority Plus, delivers global organizations the fastest, most trailblazing services and customizable package options. Take your most ambitious objectives and turn them into your biggest, boldest business outcomes.