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 eight Technical Support Centers around the globe and provide you access to our technical experts by chat, web, and phone. 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 Consulting Services, Citrix Education 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 eight 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, Portuguese
• 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.

Note: If a support case is determined to be of a critical nature, onsite support may be available on a case-by-case basis as determined by Citrix and the Customer. Please refer to the section onsite support .

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 Relationship Manager (TRM) with Gold, or TRM 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 or TRM receive 24/7/365 for Severity 1 and Severity 2 and Business Hours for all other issues.

Appliance Maintenance

• Bronze and Silver provide Business Hours support only.
• Gold and Gold Plus provide 24/7/365 for Severity 1 and Business Hours for all other issues.
• Priority, Priority Plus or TRM with Gold, or TRM with Gold Plus are entitled to 24/7/365 for Severity 1 and Severity 2 and Business Hours for all other issues.

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.

For more information on Citrix support services delivery, resources, and program guidelines, please review the full contents of the Worldwide Support Services Delivery Guide.

Looking to review your services benefits: 

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