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.   

Support Services Guide Program Terms and Guidelines

Citrix Support Services adhere to specific terms and guidelines based on the program purchased. This section will provide terms and guidelines based on the various support and services packages.

Program Terms and Guidelines

• End-user License and Service Agreements 
  • Response Times
  • Configuration Support
  • License Compliance
  • All-in-Rule
  • Service Level Compliance
• Customer Success Services: Subscription and Perpetual
  • Consulting Services
  • Hardware Maintenance Option:  Applies to CSS App Delivery and Security Subscriptions Only
  • Extended Support
  • Late Renewals:  Applies to Perpetual Products Only
• Priority and Priority Plus
  • ​​​​​​​Assigned Technical Account Manager
  • Environmental and Supportability Reviews
  • Scheduled Support
  • Response and Restoration Targets
  • Priority Queue with Experienced Support Engineers
  • Critical Situation Management and Root Cause Analysis

• Priority Plus Customizable Elective Packages

• Appliance Maintenance
  • ​​​​​​​Return Material Authorization (RMA) Replacement Delivery
  • Gold Plus Program Criteria
• Technical Relationship Manage
• Onsite Add-ons
  • ​​​​​​​Program Conditions
  • Service Delivery
  • Customer Responsibilities ​​​​​​​

End-user License Agreement 

Citrix offers a single end-user license agreement (EULA) for its on-premises software and hardware offerings, and for its Citrix Cloud and other SaaS offerings, which can be reviewed at any time under our user agreement page. See the references in the EULA to Maintenance.

Customer Success Services General Program Rules and Terms
for Subscription and Perpetual Licenses

Response Times

• Citrix provides 24/7/365 for Severity 1 issues only. CSS Priority, Priority Plus, 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 the Delivering Citrix Support Services under the Resolution Times and Response Times section.

Configuration Support

• Configuration support provides general guidance and assistance during product installation, upgrades, or configurations. Customers who require additional assistance for requirements like personalized design and implementation assistance can leverage our Partners or Citrix Consulting services for fee-based design and implementation assistance.

License Compliance

• Through your purchase of Customer Success Services from Citrix you agree to allow Citrix to audit your license compliance pursuant to the license compliance terms explained in the CSS Support Guide. You understand that Citrix License Server collects and reports limited license telemetry to Citrix for on-premises product licenses to support license compliance.  For those licenses, Citrix requires that you transition to License Server Version 11.17.2 Build 40000 by March 31, 2023, and subsequent new License Server versions within 6 months of the release of each new Version.  License Server license collection and reporting (electronic or manual) must be active for License Server Version 11.17.2 Build 40000 and beyond.  Unless you have elected manual reporting, you agree to adjust your firewalls as necessary to allow electronic license reporting.  For a detailed explanation of the license telemetry functionality and reporting requirements, see the Citrix Licensing product documentation.  Should you have questions or concerns, contact Customer Care.  Citrix may suspend or terminate your Customer Success Services for non-compliance with these requirements without liability in addition to any other remedies Citrix may have at law or equity.  These requirements do not apply to the extent prohibited by law or regulation.
• As part of NetScaler telemetry program, all NetScaler Console on-prem customers need to upgrade to the most recent NetScaler Console on-prem build (14.1-25.53 or later or 13.1-53.22 or later) within 3 months starting from 18th June 2024 and send telemetry data to Citrix. After upgrading to the above-mentioned NetScaler Console build, one of the telemetry collection modes (automatic or manual) must be chosen and utilized. Unless you have elected manual reporting, you agree to adjust your firewalls as necessary to allow automatic telemetry reporting. If you opt for manual telemetry mode, the first upload must be completed within 30 days, latest by 18th October 2024 and thereafter the manual telemetry upload must be done every 90 days, for your NetScaler Console on-prem to be compliant with the NetScaler telemetry program. For a detailed explanation of the NetScaler telemetry program and the telemetry data being collected, see the NetScaler telemetry program for NetScaler Console on-prem. NetScaler telemetry program is enabled automatically on NetScaler Console service starting from NetScaler Console service release 14.1-28.33 build. For a detailed explanation of the NetScaler telemetry program and the telemetry data being collected, see the NetScaler telemetry program for NetScaler Console service. To remain compliant, the number of days since the last successful upload must not be greater than 90 days. Citrix may suspend or terminate your Citrix Support for non-compliance with these requirements without liability in addition to any other remedies Citrix may have at law or equity. These requirements do not apply to the extent prohibited by law or regulation.

All-in-Rule

• In order to receive Customer Success Services (CSS) benefits, customers must have active CSS for 100% of their licenses. This is known as the “All-in Rule."

  Partial CSS coverage is not permitted. A customer is not permitted to extend the benefits of CSS to any licenses not covered by an active CSS agreement. A customer is not permitted to extend the benefits of CSS to any licenses that do not have an active CSS agreement.

  Compliance will be monitored and without waiving other remedies, Citrix reserves the right to suspend CSS benefits and invoice a customer for any underpaid CSS fees for compliance violation(s).

Service Level Compliance

•  At point of upgrade to CSS premium offerings including Advanced or Priority/Priority Plus, all software licenses must be upgraded (i.e., customers may not have a mix of CSS Select or Core with Advanced or Priority/Priority Plus  services on Software licenses).

Service Level Compliance Rule:

• Service Level Compliance requires the customer to maintain the same CSS level of service across all product lines. In the event that service level compliance is not maintained, the customer will be supported at the lowest of their active service levels. Customers will be notified of noncompliance. No refunds will be given.
• Please review the Service Level Compliance product category breakdown below for further details: 

Consulting Services

• With respect to consulting services included with Citrix Support services, intellectual property rights in all deliverables, pre-existing works and derivative works of such pre-existing works, as well as developments made, conceived, created, discovered, invented, or reduced to practice in the performance of the consulting services are and shall remain the sole and absolute property of Citrix, subject to a worldwide, non-exclusive license to you for internal use.

Hardware Maintenance Option: Applies to CSS App Delivery and Security Subscriptions Only

• Hardware Maintenance option required with CSS App Delivery and Security subscriptions only. Customer Success Services Select is embedded in the ADC Starter Pool subscription. Priority and Priority Plus can be purchased as an add-on.

Hardware Maintenance options include:

• Hardware Maintenance, Standard - Ships within 1 business day after issuing the RMA number.
• Hardware Maintenance, Expedited - Delivery within 4 hours after Citrix authorizes the issuance of a replacement product from the service center.

Hardware Maintenance, Expedited Program Criteria:

• With Expedited Hardware Maintenance the service includes delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center.

• This service is only available if the Customer location where the replacement Product will be delivered is within 70 miles of a Citrix Service Center for locations in the United States, or 50 miles of a Citrix Service Center for locations outside the United States, and the Customer location and the Citrix Service Center are located in the same country. Customer is responsible for ensuring that it is located within such radius. Citrix Service Center locations can be found here. Any questions related to Citrix Service Center locations should be sent to goldplusaddress@citrix.com.

• Customer must submit the physical address of the Product with Expedited Hardware Maintenance coverage to goldplusaddress@citrix.com immediately after the Product has been installed. Addresses can also be updated by emailing goldplusaddress@citrix.com. Such address is the Customer location referred to above where the replacement Product will be delivered. Any variations to such address will not be accepted at the time of the service request.

Please note: If the Customer location meets the requirements above but a new Citrix Service Center needs to be set up, this will require a lead time of up to (6) weeks in the U.S. or three (3) to six (6) months outside of the U.S. prior to Expedited Hardware Maintenance being available. Customer will receive Standard Hardware Maintenance (next business day RMA shipment) for the applicable Products until the Citrix Service Center is set up. Some Product components are not available under the Expedited RMA.

Extended Support

• For support on End of Life products, please contact Citrix Sales.  A separate contract is required. Certain products are not eligible.

Late Renewals: Applies to Perpetual Products Only

• Reinstatement of expired Maintenance is offered only at the sole discretion of Citrix. If offered, reinstatement and recovery charges may apply.

Priority and Priority Plus Program Terms and Guidelines

Assigned Technical Account Manager

• Your Technical Account Manager will work with you to proactively understand your business or mission-critical environment, your business and technology objectives, and work to ensure supportability of your Citrix solutions with leading practices. They accomplish tasks through a streamlined engagement and discovery process, conducted through business and technical discovery workshops, providing a holistic view of where you are today compared to where you need to be tomorrow.

• A success plan is then jointly aligned to help you move quickly, while reducing and minimizing risk. In addition, the business and associated technology objectives identified in your success plan feed into the Environment and Success Plan Review deliverables and are used to identify improvement areas for solution optimization.

• With Priority Plus, you can choose customized service options based on your needs such as assigned support account managers in multiple geographies, exclusive access to support resources who only work with your business and additional services for system monitoring and optimization.

• In addition, Priority Plus offers an Executive-level Support Sponsor to advocate within Citrix and make sure all your requirements and issues are dealt with promptly.

Service Delivery

• Priority/Plus Support Discovery Workshop Program initiation and remote or on-site discovery workshop.

• Priority Support Success Plan (define/implement) Success mapping for outcome based engagement.

• Annual and Quarterly Reviews Annual environment and supportability review plus quarterly success plan updates.

• Monthly Progress Updates Monthly updates on support service and customer health.

Program Conditions

• Account Manager Weekdays: English, German, Spanish, Portuguese and French languages available.

• Business and Technical Discovery Workshop to take place via 1 remote or in-person meeting; up to 6 hours in duration.

• Business and Technical Discovery Workshop, and Success Plan should be completed within first 8-10 weeks of service activation.

• Annual environment and supportability review plus quarterly success plan updates.

• Customer acknowledges that Technical Account Managers are assigned to a portfolio of Priority customers and their service time is allocated as appropriate between customers within the portfolio group; should a Customer require additional service time on a consistent basis above and beyond the intention of Priority Support or resource coverage across multiple geographies, Citrix will recommend a Support service upgrade to Priority Plus at then current pricing.

• Priority Plus coverage will be determined at the time of definition for the scope of the services.

Customer Responsibilities

• Customer to fulfill prerequisite tasks prior to business and technical discovery workshop, as laid out during the introductory meeting.

• Designate appropriate personnel to participate in business discovery workshop with Citrix.

• Participation by stakeholders in Success Plan definition and adherence to time frames.

• Provide feedback on satisfaction with the value received from the program through our Transactional Net Promoter Score and Relationship Net Promoter Score programs, annually and periodically as reasonably requested.
   

Environmental and Supportability Reviews

• Your assigned Technical Account Manager will work with you to conduct a review of your environment, identifying product versions and configurations, use cases, risks, barriers to adoption and opportunities to optimize supportability.

Service Delivery

• Review based on single (main) production environment

• OR Review based around a single POD (or similar architecture)

• OR Review based around a single XA/XD farm/site, supporting Citrix products from a single location (Data Center, Environment)

• For Priority Plus only - Customizable to multiple environment

Environment Review Report Scope

• Product Supportability, Lifecycle, Functionality & Adoption

• Customer Overview (Business objectives, IT objectives, Key initiatives & Milestones)

• End of Life (EOL) / End of Maintenance (EOM) & Long Term Service Release (LTSR) Compliance

• Support Readiness by Product

• Applicable Citrix Leading Support Practices

• Product Inventory

• Key Findings and Recommendations

Environment Workshop Scope

• One onsite (or remote) technical discovery workshop between Citrix and customers’ technical management and engineering team (up to 6 hours maximum).

• Customer to comply with Citrix automated data gathering requirements before or during workshop for productive discourse.

• Report completion is subject to customer delivery of prerequisites; time spent attempting to obtain missing components from customer will be subject to allocated hours from annual Scheduled Support pool.

Exclusions

Environment Review Report Scope excludes the following:

• Infrastructure Assessment (a Citrix Consulting Services separately available service)

• Design & Sizing

• Performance & Scalability

• Citrix EOL products

• 3rd party vendor technologies

• Endpoint analysis

• Networking and storage review

• Peripherals

• Detailed Policy review

• Hardware comparisons against Citrix HCL

• Application Installation process or methods

• Cloud based environments

•  Anything else not specifically listed in Environment Review Report Scope section above

Customer Responsibilities

• Customer to fulfill prerequisite tasks prior to technical discovery workshop.

• Requisite technical management and engineering personnel are made available to participate in Technical Discovery Workshop within first 50 days of Priority Support service start.

• Requisite technical management personnel are made available to participate remotely for the delivery of the findings of the Environment Review, draft and final reviews.

Scheduled Support

• Assigned remote support hours for Advanced Citrix Implementations, Migrations, and/or Update install.

Service Delivery

• Priority – 40 hours

• Priority Plus – 80 hours

Annual Hours

• Hours must be consumed annually; unused hours expire at the end of each 1 year period.

• Each scheduled support engagement is charged at a minimum of 4 hours.

• Designed for pre-schedule events, including planning of a change event, during the event, or post-event wrap-up activities.

• All Support hours provided remotely by Citrix.

Consumption Hours

• Pre-schedule event with Citrix which only can be: Implementations, Migrations, and/or Update install.

• Hours will be consumed for any work performed related to a Change Event whether during or outside of business hours.

Exclusions

• Design & Architectural work

• Scalability & High Availability

• Performance optimizations

• Project work outside of change window

• Any other work typically carried out as a separate service by Citrix Consulting Services

• Excludes onsite support

Customer Responsibilities

• Advanced email notice required to Technical Account Manager: minimum of 10 business days prior to scheduled Change Event.

• Acknowledgment on Scheduled Support Checklist, summarizing work to be performed; to be provided to Technical Account Manager, subject to advanced notification requirements.

Response and Restoration Targets

• Citrix Technical Support provides a range of targeted response times depending on incident severity. We do not guarantee resolution or restoration times at any support level—with no exceptions.
• Restoration means production use of the supported product has been restored however, additional incidents may still remain and further troubleshooting may be necessary to complete resolution.

Service Delivery – Priority Response Targets

• Severity 1: <15 minutes

• Severity 2: 30 minutes

• All Others: 4 business hours

Service Delivery – Priority Plus Response Targets

• Severity 1: <10 minutes

• Severity 2: <30 minutes

• All Others: <4 business hours

Severity 1 Restoration Target

• 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

Incident Creation

• Severity 1 incidents must logged by phone

• All other incidents logged by chat, web, or phone

Additional Response and Restoration Terms

• Fastest response times and accelerated restoration targets are based on competitive offerings in the same industry and price tier.

• Incidents involving Microsoft delivered elements provided by Citrix under a Citrix cloud subscription, will be escalated by Citrix to Microsoft for support, however because Citrix does not control Microsoft support, the Citrix estimated incident response times and restoration targets herein (if applicable) could be adversely impacted.

Priority Queue with Experienced Support Engineers

• Accelerate issue diagnosis and resolution with Priority access to an enterprise-level team of seasoned Support Engineers, 24/7.

Service Delivery

• Priority - Precedence level access to experienced engineers

• Priority Plus - Highest priority level access to experienced engineers

Language

• English, German, Spanish, Portuguese and French languages upon availability

• Weekends and public holidays: English only

24/7/365 Support

• Citrix delivers 24/7/365 support for Severity 1 and 2 issues. All other issues will be handled during local business hours.

Customer Responsibilities

• Before contacting Citrix Priority Technical Support with an issue, please perform basic troubleshooting steps which can be found using our self-help resources; these self-help resources can help determine what problem you are experiencing and enhances the solution process.

• Citrix provides 24/7/365 support to continue case work for Severity 1 and 2 issues provided that you make resources available allowing 24/7 interaction on both sides.

Critical Situation Management and Root Cause Analysis

• In the event of a Severity 1 situation, a critical situation manager will be assigned to expedite remediation, and upon request a formal root cause analysis will be conducted.

Service Delivery – Priority

• Automatic assignment of Critical Situation Manager upon Severity 1 determination.

• Root Cause Analysis available upon request for Severity 1 incidents only.

Service Delivery – Priority Plus

• Automatic assignment of Critical Situation Manager upon Severity 1 determination.

• Root Cause Analysis available upon request for Severity 1 and Severity 2 incidents only.

Target Response Severity

• Priority: <15 minutes

• Priority Plus: <10 minutes

• Critical Situation Manager engaged within 15 mins of incident submission.

• Incident Review Document will be delivered with a target of 24hrs of the request, after the mitigation of the issue.

• Formal Root Cause Analysis will be delivered with a target of five business days of the request, and subject to the availability of appropriate diagnostic data after the proposed solution is verified (depending on availability of data, a root cause may or may not be determined).

Customer Responsibilities

• Provide all customer contacts whom require updates during the Severity 1

• Technical resources available 24/7 until issue mitigation

• Request Incident Review Document if desired

• Request Root Cause Analysis if desired (within ten days maximum of case closure)

Priority Plus Customizable Elective Packages Program Terms and Guidelines

• Priority Plus enables you to choose customizable service options based on your needs. Our outcome-based packages marry the best in Technical Support with Consulting, Education, and Managed Services. There are a total of eight packages to choose from:

  • Option 1: Workspace Modernization Package Successful migration to Citrix Cloud service is the outcome of the Workspace Modernization package, featuring a phased approach, expert guidance, and the latest Citrix technologies.

  • Option 2: Global Technical Account Package Provides access to two assigned Technical Account Managers in different time zones to provide near-global coverage.

  • Option 3: Dedicated Account Package Offers undivided attention from a dedicated Technical Account Manager who focuses on your technical goals and helps you achieve them.

  • Option 4: Technology Package Provides access to two assigned Escalation Engineers with expertise in the technology of your choice to proactively optimize your Citrix solution, while providing rapid issue resolution.

  • Option 5: Dedicated Technology Package Supplies a full-time Escalation Engineer specializing in a particular Citrix technology and your unique Citrix environment to proactively optimize your Citrix solution, while providing rapid issue resolution.

  • Option 6: Dedicated Consultancy Package Supplies a full-time Citrix Consultant who can administer, troubleshoot, maintain, and upgrade your customer’s environment, while providing expert IT skills and Citrix knowledge.

  • Option 7: Citrix Managed Services Package Provides Citrix managed monitoring/alerting, support, proactive optimization, and day-to-day updates/maintenance.

Customizable Elective Add-On Options

• Priority Plus allows Customers to select additional add-ons to complement their Priority Plus Package(s). Add-On options may be purchased at an additional cost.

  • Assigned Resource Add-On Ability to purchase additional assigned Technical Account Manager, and/or Escalation Engineer.

  • Dedicated Resource Add-On Ability to purchase additional dedicated Technical Account Manager, Escalation Engineer, and/or Consultant.

  • Acceleration Package Add-On Ability to purchase the Acceleration Package to unlock access to the Priority Plus Queue and 40 additional hours of Scheduled Support. Limited to customers with Priority Plus for Workspace and Priority for Networking.

Program Conditions

• Priority Plus can be purchased only by Customers with an active Priority entitlement. A Customer can also purchase Priority and Priority Plus together.

• Priority Plus Add-On can be purchased at any stage of customer’s Priority contract with the initial software license purchase, during the duration of the customer’s Priority Plus contract, or during the renewal of that contract.

• Customers who own Consulting Services Credits cannot apply them to the Priority Plus Elective Packages.

• Priority Plus is sold in yearly increments. Priority Plus is a subscription and any unused services will expire at the end of the year. Unused services/ funds will not roll over into subsequent years of the Customer’s term.

• In case of multi-year contracts, Customers have the flexibility to change their Elective Packages annually. Unused Priority Plus services will not be refunded and cannot be transferred to another Org ID.

• The services within the Elective Packages are designed to be consumed evenly throughout the duration of the Customer’s term. For example, a Customer who purchases a three-year contract cannot use all of their Priority Plus services in year one.

• Additional services can be purchased in $200K increments. These funds can be applied to any type of services – Education, Consulting and Managed Services. If a Customer needs to purchase specific services (for example, Consulting only) and for an amount less than $200K, they can do so by purchasing a specific service outside of Priority Plus.

Appliance Maintenance Program Rules & Terms

Return Material Authorization (RMA) Replacement Delivery

• Bronze: Ships within 10 business days after issuing RMA number*.
• Gold and Silver: Ships within 1 business day after issuing the RMA number*.
• Gold Plus: Delivery within 4 hours after Citrix authorizes the issuance of a replacement product from the service center.

Gold Plus Program Criteria

• With Gold Plus maintenance, the service includes delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center.

Please note: If the Customer location meets the requirements above but a new Citrix Service Center needs to be set up, this will require a lead time of up to (6) weeks in the U.S. or three (3) to six (6) months outside of the U.S. prior to Gold Plus Maintenance being available. Customer will receive Gold Maintenance (next business day RMA shipment) for the applicable Products until the Citrix Service Center is set up. Some Product components are not available under the Gold Plus Maintenance.

Availability and Lifecycle

• Appliance Maintenance is available during a product’s General Availability (GA) to End of Life (EOL). After a product release reaches its End of Maintenance date, no further code-level maintenance will be provided; however, the product will continue to be supported until it reaches End of Life.
• Customer must submit the physical address of the Product with Gold Plus coverage to goldplusaddress@ citrix.com  immediately after the Product has been installed. Addresses can also be updated by emailing goldplusaddress@citrix.com.
• Such address is the Customer location referred to above where the replacement Product will be delivered. Any variations to such address will not be accepted at the time of the service request.
• This service is only available if the Customer location where the replacement Product will be delivered is within 70 miles of a Citrix Service Center for locations in the United States, or 50 miles of a Citrix Service Center for locations outside the United States, and the Customer location and the Citrix Service Center are located in the same country. Customer is responsible for ensuring that it is located within such radius. Citrix Service Center locations can be found here. Any questions related to Citrix Service Center locations should be sent to goldplusaddress@citrix.com.

Technical Relationship Manager (TRM) Services Program Terms and Guidelines

• Software TRM services are available in select markets only, including Latin America and Caribbean, and select countries within Europe, Middle East, and Africa and in Asia Pacific it is only available in Korea and Japan. Additional detail, can be found on the Support Programs Lifecycle Matrix .

• TRM Add-on 200 hours of Technical Relationship Manager (TRM) services with unlimited number of incidents for one region. Extra 100 TRM Hours Add-on 100 additional hours of Technical Relationship Manager (TRM) services only available as an addition to the TRM Add-on Service.

Technical Relationship Manager (TRM)

• TRMs are senior engineers who have an extensive experience of working with Citrix products, thus providing a high level of technical expertise and proactive services designed to provide value to your organization.

Orientation session

• At the start of this service, an initial orientation session is scheduled for the TRM to introduce you to Citrix Technical Support and our processes.

Escalation Management

• When issues need escalation or engineering assistance, the TRM acts as your advocate and functions as point-of-contact to assist in a rapid resolution of the incident.

• Implementation and informational reviews

•  The TRM is a resource for your organization to assist with product information and recommend integration of Citrix products in your environment.

Usage of TRM Services

• Your TRM provides proactive, as well as reactive, support services. TRM services are provided on an hourly basis with up to 200 TRM hours per year, and the option to purchase additional TRM hours if needed. Citrix provides regular reports on the usage of the hours.

Hours are typically charged for the following activities:

• Active case work related activities carried out by the TRM.

• Research activities on behalf of the customer. Proactive communication such as hotfix, product and event notification newsletters, etc.

Hours are typically not charged for the following activities:

• Any support case related activities carried out by Citrix escalation or development.

• Any on-site days for technical troubleshooting that have been purchased separately with appropriate selected options or contract.

TRM Services and Geographical Region

• TRM services are only available in  can be utilized by the customer contacts that are based in the same region as the TRM. For example, contacts based in EMEA will be supported by an EMEA based TRM during EMEA business hours. 

Availability

• All TRM hours are valid for 12 months from date of purchase and require an underlying support agreement (e.g. Citrix Customer Success Services and Appliance Maintenance. Unused TRM hours will not roll over into a subsequent service term.

TRM Coverage Hours and 24/7/365 Support

• You can contact your assigned TRM during business hours of your geographical region.

• Outside of business hours you can still report support incidents. Outside business hours the incident is transferred to the 24/7 Support Team.

• For Severity 1 and 2 issues, Citrix delivers 24/7/365 support. All low to medium priority issues will be handled during business hours. The case work continues according to customer case severity and as long as you also make resources available that allow 24/7 interaction on both sides.

• The same applies in a scenario where a support case has been opened through your TRM and you wish to continue the case work beyond regular business hours. Your TRM engages in the issue resolution and takes over support case ownership during business hours if still required.
  
   

Onsite Add-on Support Services Program Terms and Guidelines

Program Conditions

• Support services do not include onsite add-on support services. However, onsite add-on support services can be added as an add-on service upon mutual agreement, service is not available in all GEOs and is subject to availability.
• Must have a base support agreement to be eligible for onsite add-on. Before On-site Support can be requested, a support case has to be opened

Service Delivery

• The service includes on-site visits by a Citrix Support Engineer to execute problem diagnosis and problem resolution as mutually specified by the Citrix Technical Support Management and the Customer.

• We investigate the support case remotely first and will recommend whether On-site Support is required for issue resolution.

• All on-site visits are subject to resource availability.

• We will apply commercially reasonable efforts to provide you a resource in the shortest time frame possible. Once the on-site engagement has been agreed upon, the following steps will be taken: You submit a purchase order for the estimated amount of the On-site Support costs to Citrix before the on-site visit takes place.

• The appointed Citrix Support Engineer and your authorized contact(s) mutually develop and review an agenda of the visit.

• Citrix Technical Support dispatches a Technical Support Engineer to your site who has the appropriate knowledge and skills to perform anon-site visit

• After the on-site visit, the Technical Support Engineer prepares a report of the delivered services and sends this report to your authorized contact(s).

• Technical Support Engineers provide On-site Support for a minimum of one day. On-site Support is subject to additional fees at the current price list which is available from your preferred Citrix reseller or your Citrix representative. (This does not apply for prepaid On-site Support).

Customer Responsibilities

• You designate a project manager who is the primary contact associated with this On-site Support visit. You coordinate all resources necessary for on-site activities, e.g., work space, desk, telephone etc., for the Technical-support Engineer.

• You will also be asked to reimburse reasonable expenses incurred during the On-site Support visit such as travel, meals, parking and lodging.

• If you need to cancel the on-site visit, it must be provided in writing. You will be asked to pay for the actual on-site hours and reimburse all expenses and costs incurred by Citrix until receipt of the written cancellation (including cancellation fees and charges).

More Information

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.

Looking to review your services benefits: 

• Subscription customers, go here.
• Perpetual customers, go here.