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.

Table of Contents

1. Scope of Citrix Support Services
2. Service Delivery Process and Coverage

Scope of Citrix Technical Support Services

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.

Service Delivery Process

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.

Geographical Coverage

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: 

• Americas: North America, Latin America and the Caribbean
• EMEA: Europe, Middle East and Africa
• APJ: Asia Pacific Japan

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.
 

Citrix Global Support Centers

Language 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:

• Americas: English, Spanish
• EMEA: English, French, German, Spanish
• APJ: English, Mandarin, Korean and Japanese

Technical support for XenServer/Hypervisor is available only in English, 24/7, to ensure consistent, high-quality support for our XenServer/Hypervisor products worldwide.

Remote Assistance

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.

Customer Success Services (CSS)

• CSS Core, Advanced, and Select provide Business Hours support and 24/7/365 for Severity 1 issues only.
• CSS Priority, Priority Plus receive 24/7/365 for Severity 1 and Severity 2 and Business Hours for all other issues.

Appliance Maintenance

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

• Standard Hardware RMA support covers all NetScaler hardware box versions ("Hardware Units") that are not designated End of Life under our Lifecycle Product Matrix . Customer replacement Hardware Units will equal the model/version of the returned RMA Hardware Units.
• Hardware accessories must be purchased separately from your Hardware products and RMA support does not include replacement Hardware accessories.
• To continue to maintain active RMA support, Customers must comply with the RMA Return Policy. Failure to comply with the RMA Return Policy may result in suspension of RMA support as well as Customer being liable to pay Cloud Software Group for the full cost of the unreturned Hardware Unit.
• Cloud Software Group otherwise reserves all other rights and remedies as listed in our End User Agreement covering the Hardware Units. 

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

• Hardware Units covered under RMA must be placed in shipment back to Cloud Software Group no later than 5 days after receiving the RMA replacement Hardware Unit. A return shipment label will be provided with the RMA replacement Hardware Unit.
• If the applicable Hardware Unit(s) are not placed in shipment back to Cloud Software Group by the 15th day after receipt by Customer of the replacement Hardware Units, Customer will be provided a late return notice and warning that RMA support will be suspended after the 21st day following delivery of the RMA replacement.
• If the applicable Hardware Unit(s) are not placed in shipment back to Cloud Software Group by the 21st day after delivery of the replacement Hardware Units, Customer will be provided a notice that RMA support has suspended and continued delay may result in Customer being Invoiced for the full cost of the unreturned Hardware Unit.
• If the applicable Hardware Unit(s) are not placed in shipment back to Cloud Software Group by the 30th day after delivery by Customer of the replacement Hardware Units, Customer will be Invoiced for the full cost of the Hardware Unit and Invoice payment will be due to Cloud Software Group within 30 days of issuance of the applicable Invoice.

Engineering

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.

Multi-vendor Coordination

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.