Software Support

Premier Support

Citrix Premier Support provides 24x7x365 unlimited worldwide support and unlimited support incidents on software products.

NEW!  Enterprise Support

Citrix Enterprise Support is ideal for complex environments and high-user populations (typically greater than 2,500 license seats). It provides 24x7x365 unlimited worldwide support, unlimited support incidents and expedited level two technical expertise for software products.

Software Maintenance

Citrix Software Maintenance combines 24x7x365 unlimited worldwide support with product version upgrades. Available only for VDI-in-a-Box, CloudPlatform, CloudPortal Business Manager, AppDNA and XenMobile MDM products.

Technical Relationship Management (TRM)

Citrix Technical Relationship Manager provides complete account management with proactive services. This service may be added to any software support or appliance maintenance agreement.

Extended Support

Purchase support and maintenance beyond the Mainstream Maintenance and Extended Maintenance lifecycle phases for select products.

 

For information about legacy support agreements, please review the Support Program Matrix.

Technical Support is available during a product’s Mainstream Maintenance and Extended Maintenance Phases. Once a product version reaches the End of Life date, security related hot fixes, technical support and product downloads will no longer be available. For more information, please review the Citrix Product Support Lifecycle Policy.

181KB 		Premier Support Brochure

A detailed overview of the features and benefits of the Premier Support offer.

Jun 5, 2013
227KB 		Enterprise Support Brochure

A detailed overview of the features and benefits of the Enterprise Support offer.

Jun 5, 2013
197KB 		Enterprise Support Customer Information Form

Customer Information Form (CIF) is provided along with the Customer’s Purchase Order when ordering Enterprise Support.

Apr 5, 2013
318KB 		Technical Relationship Manager Fact Sheet

The benefits, technical relationship and priorities that a TRM will provide for your business, as well as a detailed description of the role of a TRM.

May 24, 2012
202KB 		Technical Relationship Manager Terms

Jun 8, 2012
1MB 		Worldwide Support Guide

A complete overview of Citrix Premier Support, Enterprise Support, Software Maintenance and Appliance Maintenance support services, benefits and guidelines.

Mar 15, 2013
925KB 		Support Guide for End-users (English)

Provides details on EMEA Preferred support programs.

Jul 15, 2012
618KB 		Support Guide for End-users (German)

Provides details on EMEA Preferred support programs.

Jul 15, 2012
309KB 		How To Access EMEA Technical Support

Provides information on how to access technical support in EMEA.

Jun 15, 2012

How do I contact technical support?

Open a Support Case Online - Open and manage your service requests
Contact Support by Phone - Contact the support center in your region

How can a case be escalated?

Our goal in Citrix Technical Support is to resolve any issue as quickly as possible. If you feel that your Service Request is not making progress, you can bring the case to the attention of the Citrix Technical Support Management Team. Take the following steps to raise the priority of your case, or to report a satisfaction or service quality issue:

  • Signature of the engineer – The e-mail signature of each support engineer contains the e-mail address and phone number of their manager. If you feel your Service Request needs special attention, please feel free to contact the manager directly.
  • General e-mail address − If you are unsure whom to contact for a satisfaction or service quality issue, send an e-mail to supportfeedback@citrix.com. 
  • When escalating a Service Request, please provide the following information:
    • Service Request number
    • Why you are escalating the Service Request
    • Information on the business impact the issue has for your company

What do I do when my agreement is up for renewal?

The Citrix Technical Support Services option can be renewed at the same terms and conditions for the period of one year at the end of each term unless otherwise agreed. To renew, please work with Citrix directly or with your preferred Citrix reseller.

Purchase or renew support agreements

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