Table of Contents

Severity 1

Severity 1 - Critical Outage: Halts Operations with Financial Impact or relates to a high-risk security issue. No Workaround exists.

• Conditions that severely impact the primary functionality of the product, halts your business operations creating significant financial and no workaround exists.
• Issue occurs with high frequency or duration and could require drastic measures to restore services.
• There is a high-risk security issue, as determined by Citrix.

Return Material Authorization (RMA) Shipment for Hardware Units

Standard RMA: Support will strive to place into shipment a replacement Hardware Unit within 1 business day* after Cloud Software Group issues an RMA number based on a valid RMA support claim by a Customer. 

Customer Participation in Resolution

Customer will have a dedicated resource available to work with the Citrix team while the issue is being investigated. Citrix shall provide ongoing customer communication every day until the situation stabilizes (workaround or permanent fix).

Ongoing Customer Communication

Citrix will provide updates every day until the situation is stabilized (workaround or permanent fix). 

Severity 1 Restoration Targets for Customer Success Services – Priority and Priority Plus

• Cloud platform uptime availability in any 30-day calendar period. Learn More.
• Non-Platform Restoration Target:

• Priority: Severity 1 <6hr
• Priority Plus: Severity 1 <4hr

Severity 2

Severity 2 – Production Impact: Service is highly degraded and impacts the ability to deliver services. No reasonable workaround exists.

• Situations that cause a high impact to large portions of business operations, services are degraded to the point of major impact on usage preventing critical documented functions from working as expected.
• Workarounds may be available, but not scalable.
• Productivity is impacted or a major project milestone is at risk.

Return Material Authorization (RMA) Shipment for Hardware Units

Standard RMA: Support will strive to place into shipment a replacement Hardware Unit within 1 business day* after Cloud Software Group issues an RMA number based on a valid RMA support claim by a Customer. 

Customer Participation in Resolution

Customer will identify resource(s) to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/ workarounds, etc.). Timing of response to requested actions will be commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation.

Ongoing Customer Communication

Citrix will provide customer with updates every 2 business days until the situation stabilizes.

Severity 3

Severity 3 - System Impaired: Features or functionality are impaired, but users can still leverage the service.

• The issue has an impact on administration, maintenance, operation or other secondary functions or a major issue for which a temporary work around is available.
• There's a reduction in the software capacity, but still able to handle expected load. With available workarounds, functionality and operations are impaired but can continue with some restrictions.
• Some operational impairment but users can continue to operate.

Return Material Authorization (RMA) Shipment for Hardware Units

Standard RMA:  Support will strive to place into shipment a replacement Hardware Unit within 1 business day* after Cloud Software Group issues an RMA number based on a valid RMA support claim by a Customer. 

Customer Participation in Resolution

Customer will identify resource(s) to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/ workarounds, etc.). Timing of response to requested actions will be commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation.

Ongoing Customer Communication

Citrix will provide updates every 5 business days until a resolution (or date for final fix) is delivered to the customer.

Severity 4

• Question or issue that does not impact the systems functions and doesn't affect the system’s ability to deliver expected services to end-users.
• Includes routine technical queries such as usage, configuration, navigation and, feature related questions.
• Minimal or no impact on business operations.
• “How to” questions regarding features/functionality
• Minor errors in documentation

Ongoing Customer Communication
Bi-weekly update until resolution (or date for resolution) provided to customer. Updates provided monthly thereafter, with customer approval.