Frequently Asked Questions

Detailed information about Citrix Technical Support services, benefits and guidelines.
 

General Questions

How do I contact technical support?

If you have an active support agreement:

For detailed instructions, please see these support articles:

Need to buy technical support?

What geographic regions are covered?

With six support centers around the world and over 900 support professionals, cases are seamlessly transferred from one support center to the next, following the sun, to ensure cases are continually worked for rapid resolution.

Citrix Technical Support Centers cover the following regions:

  • North America, Latin America and the Caribbean (Americas)
  • Europe, Middle East and Africa (EMEA)
  • Asia Pacific- Asia, New Zealand and Australia (APAC)
  • Japan
citrix-support-geo-centers-location-map

What languages are supported?

Although services are primarily provided in the English language, our technical support centers offer support in eight other languages during local business hours. Subject to availability, you may request to be supported in a language other than English when opening a support case.

  • Americas: English, Spanish and Portuguese
  • EMEA: English, French, German and Spanish
  • APAC: English, Mandarin and Korean
  • Japan: Japanese

How does 24x7x365 support work?

For support agreements that include 24x7x365 support, Citrix delivers support for all high severity 1 issues through our six support centers around the world. Cases are seamlessly transferred from one support center to the next, following the sun, to ensure cases are worked continually for rapid resolution. Continuous case work is dependent on customer availability to allow 24x7 interaction on both sides.

Low to medium priority support cases are handled by the Citrix Support Center in your home region during regular business hours. Outside of business hours, including weekends and regional public holidays, support is delivered via the Global Citrix Technical Support desk.

What are the Software Support severity levels (SLAs) and customer commitment for the SLAs?

Citrix Technical Support provides a range of targeted response times depending on the urgency of your issue. For Technical Relationship Management (TRM) customers, we may provide additional updates on issues opened with Citrix Technical Support.

Due to dependencies on the nature of the reported problem and variables in customer operating environments, we do not guarantee resolution times.

Estimated Technical Support Response Times

Severity 1

Your production use of supported product is not functioning and your operation is so severely impacted you cannot reasonably operate. The operation is mission critical and the situation is an emergency. There is no viable workaround to the problem.

Examples:           

  • All, or a substantial portion, of your Citrix solution, is unavailable - the system hangs; is not accessible; performance is not tolerable
  • There is a high-risk security issue, as determined by Citrix
  Software Maintenance
Appliance Maintenance
Enterprise Support
Technical Support/
Maintenance with TRM 
Logged by Phone only Phone only
Response time 1 hour 30 minutes with TRM
RMA shipment (for hardware units) Bronze: 10 days
Gold/Silver: Next business day

Bronze: 10 days
Gold/Silver: Next business day

Customer participation in resolution You have a dedicated resource available to work with the Citrix team while the issue is being investigated.

Severity 2

There is a severe loss of service with a feature of your supported product. The operation continues to function in a diminished state.

Examples:

  • A critical feature of your solution is running in a diminished state – performance is poor; unacceptable frequency of errors
  • Productivity is impacted
  • A major project milestone is at risk
  Software Maintenance
Appliance Maintenance
Enterprise Support
Technical Support/
Maintenance with TRM 
Logged by Web Web
Response time 4 hours 2 hours with TRM
RMA shipment (for hardware units)

Bronze: 10 business days
Gold/Silver: Next business day

Bronze: 10 business days
Gold/Silver: Next business day
Customer participation in resolution

Will have resource(s) identified to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/ workarounds, etc.).

Timing of response to requested actions commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation.

Severity 3

There is a partial, non-critical loss in the functionality of the supported product.

Examples:

  • Some operational impairment but users can continue to operate
  • An inconvenience that may require a workaround
  Software Maintenance
Appliance Maintenance
Enterprise Support
Technical Support/
Maintenance with TRM 
Logged by Web Web
Response time 24 hours 24 hours
RMA shipment (for hardware units) Bronze: 10 business days
Gold/Silver: Next business day
Bronze: 10 business days
Gold/Silver: Next business day
Customer participation in resolution

Will have resource(s) identified to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/workarounds, etc.).

Timing of response to requested actions commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation. 

Severity 4

There are general product usage questions or cosmetic issues not impairing users.

Examples:

  • “How to” questions regarding features/functionality
  • Minor errors in documentation
  Software Maintenance
Appliance Maintenance
Enterprise Support
Technical Support/
Maintenance with TRM 
Logged by Web Web
Response time 5 days 5 days
RMA shipment (for hardware units) Bronze: 10 business days
Gold/Silver: Next business day
Bronze: 10 business days
Gold/Silver: Next business day
Customer participation in resolution

Will have resource(s) identified to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/workarounds, etc.).

Timing of response to requested actions commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation.

How do I purchase or renew my support and maintenance agreements?

To purchase support and maintenance agreements:

To renew support and maintenance agreements:

Additional resources:

What is the workflow for a typical support case?

Step 1: Open a support case

Step 2: Engage with Software or Hardware Technical Support team

A Software or Hardware Support Engineer works with you to identify the issue and begin troubleshooting. This may involve:

  • Requesting more information, traces
  • Reproducing the issue
  • Gaining remote access
  • Requesting the installation of hotfixes or upgrading to a new software version
  • Implementing a workaround
  • Testing a solution in a non-production environment
  • Requesting to open a ticket with a third vendor

A Support Engineer may engage a Senior Engineer when necessary. Once all action items have been completed, if the Support Engineer cannot resolve the problem and no progress is made on the case, it may be transferred to the Citrix Escalation team.

Step 2a: Issue transferred to Citrix Escalation team

  • Case is assigned to Escalation Engineer for review
  • Assigned Escalation Engineer contacts you and continues troubleshooting activities
  • If the Escalation Engineer determines the issue requires a code fix or code-level analysis, the Citrix Engineering team will be engaged

Step 2b: Engagement with Citrix Engineering team

  • Escalation Engineer engages with Citrix Engineering, serving as liaison
  • Citrix Engineering works to resolve the case for you

Step 3: Close the support case

Before closing a support case, you will be asked to confirm that the issue has been worked to your satisfaction and that the support case can be closed. After the closure, a summary will be sent to you with a description of the problem and the reason for closure or resolution. After case closure, you may receive a survey to ensure your case was worked to your satisfaction.

Other reasons for closing a support case may include:

  • You are not entitled to support from Citrix Technical Support
  • No response has been received after several attempts to contact you

How do I escalate a support case?

Our goal in Citrix Technical Support is to deliver world class service. Your support team will work with you through the lifecycle of your case to ensure that the appropriate resources and level of attention are focused towards a timely resolution of your issue.  If you are not satisfied with your Technical Support experience, you can raise the case to the attention of the Citrix Technical Support Management Team. 

How to contact the Citrix Technical Support Management Team

  • Call one of our Technical Support Service Center phone numbers and work directly with the support engineer assigned to your case to request further escalation, or simply request to speak with the on-call manager.  This is the recommended option for time-sensitive issues.
    Response:  1 hour (24x7x365)
  • Email your support engineer’s manager.  The email address is included in the support engineer’s email signature.
    Response:  Same business day
  • If you are unsure whom to contact for a satisfaction or service quality issue, send email to supportfeedback@citrix.com.
    Response:  No later than next business day

Please provide the following information in order to accelerate our response to you.

  1. Case number
  2. Business impact of the issue to your current production users and/or any project deadlines that may be adversely affected as a direct result of the ongoing issue
  3. Summary of your request and desired outcome (escalate; speak with a manager, etc.)
  4. Contact information (if different from the contact noted in the existing case

What happens after an escalation request is made?

Once your request for escalation has been received, someone from the Citrix Management Team will acknowledge receipt of your request and contact you to communicate the next steps that will be taken to address your concerns.  If your issue requires extended engagement, a plan will be discussed with you to bring these issues to resolution.

What self-help resources are available?

These resources and best practices can help you quickly find the answers you need or help expedite your issue.

  • Knowledge Center: A database of articles and bulletins written by Citrix technical experts.
  • Product Documentation: A library of product documentation for Citrix solutions and technologies.
  • Support Forums: Discussion forums where you can ask questions and get real-world answers from other customers.
  • Insight Services: A simple, online troubleshooting platform and health-checker for your Citrix environment.  Available for XenDesktop, XenServer, XenApp and NetScaler.
  • Secrets of the Support Ninjas eBook: Support tips on XenApp, XenDesktop, XenServer and NetScaler.
  • Communities: User groups and interest groups where you can share ideas, opinions, technical information and best practices.
  • Citrix Education: Training and certification courses to build your skills.
  • Virtual Demo Center: See how Citrix solutions enable mobile workstyles and power cloud services.
  • Project Accelerator: A free, interactive XenDesktop assessment, design and deployment tool from the experts.
  • Blogs:  Straight talk from Citrix executives, product teams and technical experts.
  • Citrix Support on Facebook | Citrix Support on Twitter: Interact with Citrix Support engineers who monitor the Citrix Support social networking sites.
  • Citrix User Group Community (CUGC): A community of technology proressionals sharing high-value content, knowledge sharing and other professional connections.

Where can I get more information on Long Term Service Releases?

Please see XenApp and XenDesktop Servicing Options for more information on Long Term Service Releases.

Appliance Maintenance Questions

What are the coverage hours for my Appliance Maintenance?

Region/Service Level Bronze Silver Gold and
Gold Plus
North America, Latin America and the Caribbean 8:00 AM - 9:00 PM
US Eastern Time
Monday - Friday
8:00 AM - 9:00 PM
US Eastern Time
Monday - Friday
24x7x365
Asia (excluding Japan*) 8:00 AM - 6:00 PM
Hong Kong Time
Monday - Friday
8:00 AM - 6:00 PM
Hong Kong Time
Monday - Friday
24x7x365
Australia and New Zealand 8:00 AM - 6:00 PM
AEST
Monday - Friday
8:00 AM - 6:00 PM
AEST
Monday - Friday
24x7x365
Europe, Middle East, and Africa 8:00 AM - 6:00 PM
GMT
Monday - Friday
8:00 AM - 6:00 PM
GMT
Monday - Friday
24x7x365
Japan 9:30 AM - 5:30 PM
Japan Time
Monday - Friday
9:30 AM - 5:30 PM
Japan Time
Monday - Friday
24x7x365

What are the RMA level processes, response times and rules?

Return Material Authorization (RMA) is a component of each of the maintenance offerings and varies based on the level. Customers that purchase Bronze level maintenance must ship the unit back to Citrix for analysis and Citrix will ship a replacement unit within ten (10) days. Customers that purchase Silver and Gold level maintenance, Citrix will ship a replacement unit within one business day.  Technical Support will provide verification that the unit is defective and will then forward the RMA case to the Operations Team for fulfillment. For customers that purchase Gold Plus maintenance, the service includes delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center.

Note: Effective March 16, 2015 -  Citrix will offer Gold Plus Maintenance to customers with a Citrix appliance that has not reached End of Maintenance and will no longer offer 4-hour Depot Service to customers with Gold Maintenance. Existing 4-hour Depot Service agreements will be honored and customers with 4-hour Depot Service may move to Gold Plus Maintenance when their current maintenance agreement renews.
 

Bronze RMA process

  • Customer contacts Citrix Technical Support with a hardware warranty issue
  • Technical Support verifies that the unit needs to be replaced and forwards the information to Citrix Operations
  • Citrix Operations issues an RMA and ships a replacement unit within ten (10) business days
  • Customer ships the defective product back to Citrix within five (5) business days

Silver RMA process

  • Customer contacts Citrix Technical Support with a hardware warranty issue
  • Technical Support verifies that the unit needs to be replaced and forwards the information to Citrix Operations
  • Citrix Operations issues an RMA and ships replacement unit overnight within one (1) business day
  • Customer ships the defective product back to Citrix within five (5) business days

Gold RMA process

  • Customer contacts Citrix Technical Support with a hardware warranty issue
  • Technical Support verifies that the unit needs to be replaced and forwards information to Citrix Operations
  • Citrix Operations issues an RMA and ships replacement unit overnight within one (1) business day
  • Customer ships the defective product back to Citrix within five (5) business days

Gold Plus RMA process

  • Customer must submit the physical address of the Product with Gold Plus coverage to goldplusaddress@citrix.com immediately after the Product has been installed.  Addresses can also be updated by emailing goldplusaddress@citrix.com. Such address is the Customer location referred to above where the replacement Product will be delivered.  Any variations to such address will not be accepted at the time of the service request.
  • Customer contacts Citrix Technical Support with a Hardware Warranty issue
    Technical Support verifies that the unit needs to be replaced and forwards information to recognized express courier service.
  • Citrix shall deliver via a recognized express courier service a replacement Product to the Customer location no later than four (4) hours after Citrix authorizes the issuance of a replacement Product from the Service Center; provided that Citrix determines that a replacement is needed, and a local contact name and phone number is received (Express Courier Service has been able to make contact with customer and customer has agreed to accept delivery).
  • Customer ships the defective product back to Citrix within five (5) business days

Note: This service is only available if the Customer location where the replacement Product will be delivered is within 70 miles of a Citrix Service Center (for locations in the United States), or 50 miles of a Citrix Service Center (for locations outside the United States), and the Customer location and the Citrix Service Center are located in the same country. Customer is responsible for ensuring that it is located within such radius. Citrix Service Center locations can be found at https://citrix.bybaxter.com/z2z/z2z.  Any questions related to Citrix Service Center locations should be sent to goldplussupport@citrix.com.
 

If the Customer location meets the requirements above but a new Citrix Service Center needs to be set up, this will require a lead time of up to (6) weeks in the U.S. or three (3) to six (6) months outside of the U.S. prior to Gold Plus Maintenance being available. Customer will receive Gold Maintenance (next business day RMA shipment) for the applicable Products until the Citrix Service Center is set up.

*Some Product components are not available under the Gold Plus Maintenance.

How can I purchase Technical Support for NetScaler Gateway products?

Citrix Appliance Maintenance is available for the NetScaler Gateway physical appliances. Appliance Maintenance is not available for NetScaler Gateway VPX. Customers needing support for their virtual appliances can purchase Software Maintenance which includes 24x7x365 unlimited worldwide support with product version upgrades.

What are the definitions of builds?

There are three types of builds: a Private Build, a Point Fix and a Maintenance Build. Each build has a different definition and turnaround time.

Private build

(NetScaler ADC, NetScaler App Firewall, NetScaler Gateway Enterprise Edition)

A private build (or engineering build) is a preliminary code fix which is given to a customer when actively working on resolving a customer problem. This is an “informal” fix that has had limited in-house testing, and that may or may not be expected to solve the problem the first time. The private fix may contain additional tracing and debugging code to help with problem determination. Private fixes are not completely regression tested, are not intended for release into a production environment and may not have gone through the formal test QA process. This private fix is only available from the Citrix Escalation and Third Level Teams.

Turnaround time is 5-10 days from development to testing, depending on issue

Point fix

(NetScaler Gateway Standard and Advanced Editions)

This is a hotfix found in the internal Citrix knowledge base and delivered in a self-installing package which provides a code fix targeted at a specific end-user issue. This problem is specific to a customer’s environment and would not readily be seen by other customers. The level of testing is limited to problem verification and limited regression testing. Every hotfix, whether limited-release or general-release is subject to a formal test process. This hotfix is available if a customer calls Citrix Support and the customer environment is experiencing the specific problem that the limited-release hotfix was created to resolve.

Turnaround time is 3-4 days once the point fix has been checked in, depending on the issue. Some issues can take several days of testing as bugs do not always show up unless running for an extended period of time.

Maintenance build

This is a product build delivered in a self-installing package which provides a code fix targeted for the general public. Testing consists of problem verification and full regression testing of the modules in question. Every hotfix, whether limited-release or general-release is subject to a formal test process. This build is available from the Citrix web site.

Maintenance builds are released every 6-8 weeks.