Customer Success Services: Priority

Your success is our priority.

Priority gives you support that goes further – helping you optimize your Citrix environment and plan for your success.

Read on to learn how you can use Priority to help you minimize risk, accelerate adoption and maximize the value of your Citrix solution.

As a Priority customer, you have:

An assigned Priority Support Account Manager

We learn about your business-critical environment and ensure your Citrix solutions deliver maximum business value

Success planning

We make sure your Citrix environment always supports your business objectives

Environment Supportability and Operational reviews

We help you achieve even greater return on your investment by optimizing supportability

Priority Queue

Enjoy your direct access to Priority Support Engineers to help resolve your issues quickly

Critical Situation Management

For severity one issues, our <15-minute initial target response time and <6-hour restoration targets help accelerate remediation for your most important cases

Up to 40 hours of prescheduled support

Get expert assistance for your change events related to implementations, migration and updates

Guide

Your assigned Priority Support Account Manager will learn about your business-critical environment and make sure your Citrix solutions run smoothly and deliver maximum business value.

They'll develop your success roadmap to lower complexity and risk, improve supportability, increase adoption, simplify upgrades and monitor progress against your success plan.

Get expert guidance online

Access premium Knowledge Center support articles and best-practice guides that walk you through product installation, configuration, or upgrades.

If you have trouble finding the right article, you can open a live chat.

Monitor

Your Priority Support Account Manager will deliver proactive insights to help you minimize risk and downtime.

They’ll work with you to conduct periodic Environment and Operational reviews, identify product versions and configurations, use cases, trends, risks, barriers to adoption and opportunities to optimize supportability, for even greater return on your investment.

With add-on Managed Services, your expert team can also monitor and proactively manage your Citrix infrastructure for you – leaving you free to use internal resources elsewhere.

Address issues before they get serious

You also have a range of tools to help you proactively monitor and manage your solution so minor issues don’t become major problems.

Use Citrix Smart Tools or Call Home to schedule regular, automated health checks of your Citrix environment. And use Citrix Workspace Environment Management to optimize application response times with intelligent resource management.

Enable

You and your team can build your skills with unlimited, on-demand access to the Select eLearning Subscription, which is continually refreshed as new product versions are released.  

And join us at our TechEdge event to learn the latest techniques and best practices straight from our experts.

Support and maintain

You have unlimited 24/7/365 access to award-winning technical support from dedicated Priority Support Engineers:

  • Priority Queue with direct access to experienced Priority Support Engineers
  • <15-minute initial response target for severity one issues
  • <6-hour restoration target for severity one issues
  • Priority Critical Situation Manager to take ownership of rapid restoration
  • Root-cause analysis to prevent critical issues from reoccurring

And for change events, such as implementations, migrations and upgrades, you can schedule up to 40 hours of expert support to ensure a smooth transition.

Get tools to accelerate your success

Priority also gives you immediate access to the latest product updates and new releases, along with tools to streamline and simplify management and troubleshooting in your Citrix environment.

Citrix App Layering makes it easier to manage your Windows applications. It efficiently and securely delivers apps, desktops, data and OS layers on-premises or through your Citrix Cloud environment.