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.
As a Citrix Technical Support Services customer, it is important to understand the roles and responsibilities of the different contacts in your company. These may include but not limited to the technical, renewal, and contract administration personnel.
The Technical Contact is the designated resource available to open cases and work with the Citrix team while an issue is being investigated. The Technical Contact may be responsible for but not limited to support remediation (run debug tools, apply potential fixes/ workarounds, etc.).
The Renewal Contact is the designated primary administrative contact regarding your support option. The Renewal Contact receives notifications of renewals, price changes and other important account updates. It is essential that you let us know when the Renewal Contact of your company changes; otherwise, important notifications may not be received.
During the initial purchase or at renewal of a support and maintenance contract, if a contact person is not submitted, a Renewal Contact will be automatically assigned to your renewal memberships based on the most frequent contact you have registered with Citrix.
You may also choose to appoint a preferred Citrix reseller or any third party named contact to act on your behalf.
Note: It will be your responsibility to remove the Partner/third party records (on www.citrix.com/MyAccount) from your organization records if you no longer wish to have them act on your behalf.
Citrix maintains seven Technical Support Centers throughout the world with locations in every geo, and provides support via ‘Live Support’. There are several roles within Citrix Technical Support and each one can assist you in different ways.
Support Engineers
A Support Engineer is responsible for responding to and resolving complex customer problems via ‘Live Support’. They are specialized in a number of Citrix products and reside in one of the following product expertise:
Customer Service
The Customer Service team is your point of contact for account, licensing, and entitlement issues.
Our Licensing Administrators are available to assist you with license-related issues such as downloading or re-downloading license files, allocation, re-allocation or returns. They can also advise you on how to manage your licenses best in the www.citrix.com/MyAccount portal. These specialists are available through our Customer Service team in the Americas, APJ and through our Licensing Support in EMEA.
Roles within Citrix Support for Priority and Priority Plus
Availability: Business Hours
Your assigned Support account manager’s primary role is to understand your critical environment objectives, to help you optimize your Citrix solutions, and to serve as your principal point of contact with Citrix.
Availability: 24/7/365
As a Priority customer, you’ll have fast track access to our experienced Priority support engineers whenever you need it, so we can help you resolve issues faster.
Availability: 24/7/365
In Severity 1 situations, critical situation managers are tasked with responding within minutes and restoring your environment to operable within hours.
For further details about the guidelines of the Priority service, please see the Worldwide Support Services Guide Program Terms and Guidelines section.
Customers are responsible for performing basic troubleshooting steps before contacting Citrix Technical Support with an issue. Please perform basic troubleshooting steps which can be found using our self-help resources listed below. These self-help resources can help determine what problem you are experiencing and enhances the solution process.
By enrolling with Citrix Technical Support, your organization agrees to cooperate with requests that support problem determination and resolution. Problem determination activities may include network tracing, capturing error messages, collecting configuration information, and providing sample versions of applications in order to facilitate in-house debugging. Problem resolution activities may include changing product configurations, installing new versions of software or new components, or modifying processes. Failure to facilitate these activities will impact our ability to troubleshoot the issue and may result in your case being closed.
By signing up with Citrix Technical Support, you agree to allow Citrix Technical Support to access your facilities as reasonably required to find a solution to a reported problem and to perform the service required. It is your responsibility to procure, install and maintain all equipment, communication connections and interfaces, telephone lines, and other hardware at your site.
As part of your agreement, you must implement all currently available updates and/or code releases to the licensed products in a timely manner; otherwise, Citrix may deny you technical support for an issue. In certain instances, as mutually agreed upon to provide resolution to problems, customers may be required to send CPU and peripherals to Citrix-designated locations for diagnosis and testing. Customers will ensure that no confidential or personal data resides on the test machines.
As part of your agreement, and to the extent permitted by applicable law, you agree to allow Citrix to audit license compliance pursuant to the license compliance terms explained at: https://www.cloud.com/legal . In the event you fail to allow Citrix to audit, Citrix may deny you technical support for an issue, as well as pursue its remedies for breach of your agreement.
For more information on Citrix support services delivery, resources, and program guidelines, please review the full contents of the Worldwide Support Services Delivery Guide, located here.
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