This article is part of the (Legacy) Worldwide Support Services Delivery Guides, which focuses on delivery of support services. Please go here to view the latest guides updated in 2024.
Citrix reserves the right to make updates to its Customer Success Services packages and requirements, at its sole discretion, from time to time, as business needs require. The relevant Citrix web pages will be updated with respect to any updates as of their effective date.
Citrix Technical Support Services is an Industry recognized, award-winning operation that takes you beyond the traditional world of break-fix. We have trained our team in critical-thinking techniques that serve to provide a consistent approach to problem solving and faster problem resolution. We also offer configuration assistance, upgrade guidance and work with major third-parties to solve problems you may encounter faster, and with less interruption to your operation.
We have seven Citrix Technical Support Centers around the globe and provide you access to our technical experts via the Live Support option. All other Citrix services related to product training and best practice advice on product usage, personalized design and implementation assistance, upgrades or environment design and architecture configuration, are covered by Citrix Unified Services or Partner Services.
Our support engineers have certifications from industry leading technologies and products to help support your diverse environments, including the Citrix Certified Enterprise Engineer (CCEE), Citrix Certified Integration Architect (CCIA), Microsoft Certified Technology Specialist (MCTS), Cisco Certified Network Professional (CCNP) and the AWS Certified Solutions.
Citrix continually invests in refining our support engineers' skills and expanding their expertise through extensive training and certification programs. In addition, our technical support engineers use remote support to quickly resolve complex issues using screen sharing, chat, and other tools, which leads to increased first-time call resolution and customer satisfaction.
With seven support centers around the world, cases are transferred from one support center to the next, following-the sun, to ensure cases are continually worked for rapid resolution. Citrix regions are defined as follows:
Note: Customers are supported based on the registered Geo Account Org ID on record.
Please review the Support Coverage section for details on Business Hours and 24/7/365 Support.
All services are primarily provided in the English language. Our technical support centers offer support in 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. Our support centers offer support in eight languages, although we cannot guarantee availability:
Technical support for XenServer/Hypervisor is available only in English, 24/7, to ensure consistent, high-quality support for our XenServer/Hypervisor products worldwide.
Support services are generally provided remotely, except where expressly indicated otherwise. Support is delivered based on the support services option you select. An incident may require multiple sessions and offline research data collection, traces/dumps to achieve final resolution. In the event that you cannot provide remote access requested by Citrix, we will continue to work the support case to the extent reasonably practicable.
24/7/365 Support
Citrix provides 24/7/365 support for Severity 1 issues under all support packages. Customer Success Services (CSS) Priority, Priority Plus, Technical Account Manager (TAM) with Gold, or TAM with Gold Plus customers receive 24/7/365 for Severity 1 and Severity 2 issues. Business Hours support coverage is provided for all other Severity Levels, 2 through 4, during local business hours (8 a.m. - 6 p.m.). Note: Severity is determined jointly by the customer and Citrix. For more information on Severity Levels see Resolution Times and Response Times section.
See below for which support packages and incident severity level provide 24/7/365 support.
When Customers contact Cloud Software Group Support Services for resolving Hardware issues, one of the options Cloud Software Group Support Services might exercise to resolve the support issue would be to initiate a warranty replacement of the Hardware units via Hardware Return Material Authorization (RMA) program.
Hardware Return Material Authorization (RMA) Support Program
All Hardware RMA support claims should be submitted through your Cloud Software Group Support Services.
*Note: In countries where trade regulations require export approval documentation in advance, shipment may take longer and the Customer agrees to cooperate with Cloud Software Group in executing any export compliance documentation to complete RMA support. Cloud Software Group is not responsible for delays in RMA support due to Customer failure to timely execute any export compliance documentation provided.
RMA Return Policy
In instances where Citrix Technical Support determines that a code level modification to the product is required, we will engage the Product Development Team to provide such, in accordance with Citrix Policy. There is no guarantee of resolution for all Support issues.
We will work with your other key partners to resolve problems in a heterogeneous environment, if you have an appropriate support agreement in place with these vendors. In order to resolve a case, Citrix will engage with other supported product vendors to share diagnostic information and collaborate on finding a solution.
This article is part of the Worldwide Support Services Delivery Guide, which focuses on delivery of support services.
For more information on Citrix support services delivery, resources, and program guidelines, please review the full contents of the Worldwide Support Services Delivery Guide.