Technical Relationship Management (TRM)

Get a highly trained technical contact who is intimately familiar with your Citrix infrastructure and will proactively manage your account. Services include:

Proactive technical advice

Frequent formal and informal technical exchanges between you and your Technical Relationship Manager (TRM) ensure constant, open communication. You will be informed about hotfixes, known issues and upcoming releases that pertain to your specific environment.

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Without the help of the Citrix TRM, our project would have been much more difficult.
Lead Citrix Administrator
SCL Health System
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With the Citrix TRM’s support, we could confidently manage, even anticipate, many incidents that could cripple our IT system.
Manager
CNAV Regional IT & Infrastructure Technical Centre
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When our TRM doesn’t know the answer to a question…he proactively seeks out the right support resource. We don’t have to spend as much time navigating all that ourselves.
System Engineer
ING
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When we have instant access to someone who’s already familiar with our technology roadmap, we can get right to the heart of the problem in far less time.
Product Manager
Rabobank Nederland
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Dedicated advocate

Your TRM acts as your advocate within Citrix, ensuring that the correct priorities are given to any technical case and relaying your experiences with Citrix products to product management and development teams. The TRM can also get you access to product betas, extending your test window and offering you the ability to influence feature development.

The TRM service may be purchased with any software or appliance maintenance agreement. Packages begin with 200 hours of service and an unlimited number of incidents in one region. 

View the Technical Relationship Manager Fact Sheet

Detailed Features

  Support services with a TRM
Phone, Web and email support
Quarterly technical webinars
Access to technical training event
Technical newsletter
Works to understand your Citrix environment and needs
Proactive Customer Engagement on Citrix Technology
Access to managed betas and early software releases
Technical Account Planning
Best Practices for Citrix Technology

Upgrade and optimize your support solution with Priority

As a TRM customer, you may elect to upgrade and experience our highest level of service with Priority. Priority provides a personalized team of experts to help you optimize your Citrix solution, minimize risks, and provide you rapid response and resolutions. With Priority or Priority Plus you receive services such as:

  • Assigned Technical Account Manager who works to understands your environment, and aligns on a joint Success Plan to help meet your desired business and technical outcomes
  • Priority routing and queuing to seasoned Support Engineers for faster issue resolution
  • Critical Situation Management services for severity one issues
  • Scheduled Support for change events
  • Priority Plus offers our highest level of response times, fastest restoration targets, and enhanced monitoring with preventative care, plus additional customizable services

Explore Customer Success Services Priority at now.citrix.com/css-priority and find out how it can help you reach your business goals faster.
 

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Technical Relationship Manager Fact Sheet
Learn about the benefits, technical relationship and priorities that a TRM will provide for your business.

Worldwide Support Services Delivery Guide
Get an overview of the Citrix support services delivery, resources and program guidelines