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. Customer and Partner Roles

2. Roles within Citrix Support

3. Roles within Citrix Support for Priority and Priority Plus

4. Customer Responsibilities

Customer and Partner Roles

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.

Technical Contact

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.).

Renewal Contact

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.

Updating or Changing Contacts

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.

• If you would like to change your designated Contacts, please contact Citrix Customer Service to submit your contact change request.
• Renewal Contacts are assigned with certain rights within the www.citrix.com/MyAccount tool and can perform actions such as the following:
• Adding or removing a contact to the company contact profile in www.citrix.com/MyAccount

Partner and Third Party Contacts

You may also choose to appoint a preferred Citrix reseller or any third party named contact to act on your behalf.

• In this case, you must add the Partner/third party named contact to your organization record via www.citrix.com/MyAccount .
• You can then have the third party contact use your Account/Org ID or Hardware Serial Number (in case of Appliance Maintenance).
• The Partner/third contact may use the Account/Org ID or Hardware Serial Number and the associated support solely on your behalf. You will be solely liable to Citrix in the event any Partner/third party fails to perform.

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.
 

Roles within Citrix Support

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:

• Citrix App and Desktop Virtualization
• Performance Observability
• Security Analytics
• Citrix Secure Private Access
• Citrix Endpoint Management
• NetScaler Application Delivery and Security

Customer Service

The Customer Service team is your point of contact for account, licensing, and entitlement issues.

Citrix Customer Service Licensing Administrator 

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

Technical Account Manager

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.

Priority Support Engineers

Availability: 24/7/365

As a Priority customer, you will have fast track access to our experienced Priority support engineers whenever you need it, so we can help you resolve issues faster.

Critical Situation Managers

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.

Customer Responsibilities

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.

Self-help Resources

Knowledge Center

• A database of articles and bulletins written by Citrix technical experts.

Product Documentation

• A library of product documentation for Citrix solutions and technologies.

Discussion Forum

• Discussion forums where you can ask questions and get real world answers from other customers.

Insight Services

• Citrix Insight Services (CIS) is a Citrix platform for instrumentation, telemetry, and business insight generation. Its instrumentation and telemetry capabilities enable technical users (customers, partners, and engineers) to self-diagnose and fix problems and optimize their environments.

Performance of Problem Determination Activities and Resolution Activities

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.

Procuring, Installing and Maintaining Equipment

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.

Implementation of Current Updates and/or Code Releases

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.

License Compliance

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.

This article is part of the Worldwide Support Services Delivery Guide, which focuses on delivery of support services.