Contacting Support, Case Lifecycle and Escalation

This article is part of the Worldwide Support Services Delivery Guide, which focuses on delivery of support services. Please go here to view the guides full contents.

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. Contacting Citrix Technical Support

  2. Lifecycle of a Support Case

  3. Escalating a Support Case

Contacting Citrix Technical Support

You can connect with our support team to resolve inquiries and technical challenges. We are available by Chat, Web, or Phone to open a case. Just follow the chat, web, or phone prompts for fast, easy, and convenient support.

Lifecycle of a Support Case

Below are the steps followed to work your case as quickly and effectively as possible.

STEP 1: Open a Support Case

  1. Contact Citrix to open a support case
  2. Customer Service verifies your support entitlement

STEP 2: Engagement with Technical Support Team

A Support Engineer works with you to identify the issue and begin troubleshooting. This may involve:

  1. Requesting more information, traces
  2. Reproducing the issue
  3. Gaining remote access
  4. Requesting the installation of hotfixes, code releases, or feature release upgrading to a new software version
  5. Implementing a workaround
  6. Testing a solution in a non-production environment
  7. Requesting to open a ticket with a third-party vendor

A Support Engineer may engage a Senior Engineer when necessary. Once all action items have been completed, if the Support Engineer cannot resolve the problem and no progress is made on the case, it may be transferred to the Citrix Escalation team.

Note: If the issue requires a code fix or code-level analysis, the Citrix Engineering team will be engaged.

STEP 3: Close a Support Case

Before closing a support case, you will be asked to confirm that the issue has been worked to your satisfaction and that the support case can be closed. After the closure, a summary will be sent to you with a description of the problem and the reason for closure or resolution.

  • After case closure, you may receive a survey to ensure your case was worked to your satisfaction. Other reasons for closing a support case may include:
    • You are not entitled to support from Citrix Technical Support
    • No response has been received after several attempts to contact you.

Progress of your Support Case

To review the progress of your case, please log in to www.citrix. com/MyAccount.

Support Case Severity

The case severity is determined mutually by the Support Engineer and the customer according to the severity description. Severity levels will not increase once mutually established but may be reduced per Citrix’s reasonable discretion.

Support Case Closure

Your support case will be closed when it is resolved, no further troubleshooting is possible or you authorize the engineer in an e-mail to close the case. Your case will also be closed if no feedback has been received by you within a specified time frame.

Reopening a Support Case

You will have 30 days from the support case closure to reopen a request if necessary. If the 30 days have elapsed, a new support case will be opened.

Reassignment of a Support Case

In situations where your support case needs to be re-assigned (e.g., holidays, sick leave, or escalation to a senior engineer or an engineer with additional skills, etc.) you will be informed who to contact going forward.

Escalating a Support Case

Our goal is to provide world-class customer service and support. Our support team is committed to working with you through the lifecycle of your case to ensure that the appropriate resources and level of attention are focused on a timely resolution of your issue(s). If you are not satisfied with your Technical Support experience, you can raise the case to the attention of the Citrix Technical Support Management Team.

How to Escalate a Support Case to Management?

To contact the Citrix Technical Support Management Team, take any one of the following steps:

  • Web: Customers can also raise a case to management attention in the eService portal on a specific case –It notifies the internal case manager and on-call manager to review.
  • Phone: Call one of our Technical Support Service Center phone numbers and work directly with the support engineer assigned to your case to request further escalation, or simply request to speak with the on-call manager. This is the recommended option for time-sensitive issues. Response: 1 hour (24/7/365)
  • E-mail: Email your support engineer’s manager. The email address is included in the support engineer’s email signature. Response: Same business day If you are unsure whom to contact for a satisfaction or service quality issue, send an email to Response: No later than the next business day.

General Issues

If you are unsure whom to contact for a satisfaction or service quality issue, send an email to . Response – No later than the next business day.

What is Needed to Escalate a Case?

When communicating with Citrix, please be prepared to provide the following information in order to accelerate our response to you:

  • Case Number
  • Business Impact: Help us understand the impact of the issue to your current production users and/or any project deadlines that may be adversely affected as a direct result of the ongoing issue(s)
  • Summary: A summary of your request and desired outcome (escalate; speak with a manager, etc.)
  • Contact Information: (If different from the contact noted in the existing case)

What Happens after an Escalation Request is Made?

Once your request for escalation has been received, someone from the Citrix Management Team will acknowledge receipt of your request and contact you to communicate the next steps that will be taken to address your concerns. If your concern/issue requires extended engagement, a plan will be discussed with you to bring these issues to resolution.


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