Delivering Citrix Support Services

This article is part of the Worldwide Support Services Delivery Guide, which focuses on delivery of support services, This article will be updated on a periodic basis with the latest content updates. Please go here to view the guides full contents.

  1. Scope of Citrix Support Services

  2. Service Delivery Process

  3. Customer Roles

  4. Roles within Citrix Support

  5. Roles within Citrix Support for Priority and Priority Plus

  6. Customer Responsibilities

  7. Contacting Citrix Technical Support

  8. Lifecycle of a Support Case

  9. Escalating a Support Case

  10. Support Coverage

  11. Resolution Times and Response Times

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.


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

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. 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 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.

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

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.

Citrix maintains eight Technical Support Centers throughout the world with locations in every GEO, and provide support via chat, web, and phone. There are several roles within Citrix Technical Support and each one can assist you in different ways.

Customer Service

The Customer Service team is your first point of contact when you log a case by chat, web, and phone. First, they make sure your case is opened correctly in our system and verify your entitlements. Once that has been done, the Subject Matter Expert (Support Engineer) troubleshoots your particular issue and begins working with you on a solution.

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.

Support Engineers

Engineers are specialized in a number of Citrix products and reside in one of the following product expertise:

  • DAAS and VDI
  • Content Collaboration and Work Management
  • APP Delivery and Security

A Support Engineer is responsible for responding to and resolving complex customer problems by chat, web, and phone.

Technical Relationship Manager (TRM)

The goal of a TRM is to minimize downtime exposure through proactive advice by managing support requests through an assigned contact that is intimately familiar with your Citrix infrastructure. For further details about the guidelines of the TRM service, please see the Support Services Guide Program Terms and Guidelines section.

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’ll 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, Priority 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.

Customers are responsible for performing basic troubleshooting steps before contacting Citrix Technical Support with an issue. Pease 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.

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.citrix.com/about/legal/product-licensecompliance.html . 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.

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.

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

STEP 1

Open a Support Case

  • Contact Citrix to open a support case
  • 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:

  • Requesting more information, traces
  • Reproducing the issue
  • Gaining remote access
  • Requesting the installation of hotfixes, code releases, or feature release upgrading to a new software version
  • Implementing a workaround
  • Testing a solution in a non-production environment
  • 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 lapsed, 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 Support Cases

Our goal is to provide world class customer service and support. Our support team is committed to work with you through the lifecycle of your case to ensure that the appropriate resources and level of attention are focused towards 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 email to supportfeedback@citrix.com. Response: No later than next business day.

General Issues

If you are unsure whom to contact for a satisfaction or service quality issue, send email to supportfeedback@citrix.com . 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.


Support Coverage

Support coverage is provided based on a customers selected support package and incident severity level. Please see below for the breakdown by package and severity. Note: Severity is determined jointly by the customer and Citrix. For more information on Severity Levels, see the Resolution Times and Response Times section.

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.

24/7/365 and Business Hours Support

  • 24/7/365: Provides assistance for Severity 1 issues for all package level offerings. 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: Provides assistance for Severity 2 and all other issues, during region’s local business hours of customer’s registered Citrix Account Org ID, Monday – Friday excluding local public holidays.

    For example, customer with registered Citrix Account Org ID registered in America’s region will be supported during America’s business hours only.

    Note: How to find your Citrix Account Ord ID

Business Hours per Region (8 a.m. – 6 p.m.)

Americas

  • Americas, EST:USA (EST), USA (CST), Latin America, Central America, Canada (EST)
  • Americas, PST: USA (PST), USA (MST), Alaska, Canada (MST)

EMEA

  • EMEA West GMT : Benelux Region, France Region, Iberia Region, Italy Region, Denmark Region, Finland Region, Norway Region, Sweden Region, UKI Region, South Africa, West Africa
  • Europe East/Middle GMT+3 (TRT): Czechia Slovakia Hungary, Israel, Poland, Southern Eastern Europe, Bahrain, Russia, East Africa (Egypt), UAE, Saudi Arabia

APJ

  • India GMT+6:India, Sri Lanka, Pakistan, Bangladesh, Thailand, Indonesia
  • East Asia GMT+8: China, Hong Kong, Taiwan, Singapore, Western Australia (Perth), Japan, South Korea
  • ANZ GMT+11: Eastern Australia, New Zealand

Citrix Technical Support provides a range of targeted response depending on the urgency of your issue. We do not guarantee resolution times–with no exceptions–given environmental nuances that can impact infrastructure products. For a complete list please refer to the table for initial response times:

Initial Response Times
CSS Core CSS Advanced CSS Priority CSS Priority Plus CSS Select Appliance Maintenance
Severity 1 30 minutes <30 minutes <15 minutes <10 minutes <30 minutes 1 Hour
Severity 2 2 Business Hours 2 Business Hours 30 minutes <30 minutes 2 Business Hours 4 Hours
Severity 3 8 Business Hours 6 Business Hours 4 Business Hours 4 Business Hours 8 Business Hours 24 Hours
Severity 4 8 Business Hours 8 Business Hours 4 Business Hours 4 Business Hours 8 Business Hours 5 Business Days
  • Severity 1 – Critical Outage: Halts Operations with Financial Impact or relates to a high-risk security issue. No Workaround exists.

  • Conditions that severely impact the primary functionality of the product, halts your business operations creating significant financial and no workaround exists.
  • Issue occurs with high frequency or duration and could require drastic measures to restore services.
  • There is a high-risk security issue, as determined by Citrix.

Return Material Authorization (RMA) Shipment for Hardware Units

  • Bronze: 10 days
  • Gold/Silver: Next business day
  • Gold Plus: Delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center Customer Participation in Resolution You have a dedicated resource available to work with the Citrix team while the issue is being investigated. Ongoing Customer Communication Every day until situation stabilized (workaround; date for private); updates thereafter at customer agreed upon intervals.

Customer Participation in Resolution

You have a dedicated resource available to work with the Citrix team while the issue is being investigated. Ongoing Customer Communication Every day until situation stabilized (workaround; date for private); updates thereafter at customer agreed upon intervals.

Ongoing Customer Communication

Every day until situation stabilized (workaround; date for private); updates thereafter at customer agreed upon intervals.

Severity 1 Restoration Targets for Customer Success Services – Priority and Priority Plus

  • 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
  • Severity 2 – Production Impact: Service is highly degraded and impacts the ability to deliver services. No reasonable workaround exists.

  • Situations that cause a high impact to large portions of business operations, services are degraded to the point of major impact on usage preventing critical documented functions from working as expected.
  • Workarounds may be available, but not scalable.
  • Productivity is impacted or A major project milestone is at risk.

Return Material Authorization (RMA) Shipment for Hardware Units

  • Bronze: 10 days
  • Gold/Silver: Next business day
  • Gold Plus: Delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center

Customer Participation in Resolution

Will have resource(s) identified to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/ workarounds, etc.). Timing of response to requested actions commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation.

Ongoing Customer Communication

Every 2 business day updates until situation stabilized. Updates thereafter at customer agreed upon intervals.

  • Severity 3 – System Impaired: Features or functionality are impaired, but users can still leverage the service.

  • The issue has an impact on administration, maintenance, operation or other secondary functions or a major issue for which a temporary work around is available.
  • There’s a reduction in the software capacity, but still able to handle expected load. With available workarounds, functionality and operations are impaired but can continue with some restrictions
  • Some operational impairment but users can continue to operate.

Return Material Authorization (RMA) Shipment for Hardware Units

  • Bronze: 10 days
  • Gold/Silver: Next business day
  • Gold Plus: Delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center

Customer Participation in Resolution

Will have resource(s) identified to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/ workarounds, etc.). Timing of response to requested actions commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation.

Ongoing Customer Communication

Every 5 business days until resolution (or date for final fix) delivered to customer. Updates provided every 2 weeks thereafter, with customer approval.

  • Severity 4 – General Guidance: General usage or configuration questions. No business or production impact.

  • Question or issue that does not impact the systems functions and doesn’t affect the system’s ability to deliver expected services to end-users.
  • Includes routine technical queries such as usage, configuration, navigation and, feature related questions.
  • Minimal or no impact on business operations.
  • “How to” questions regarding features/functionality
  • Minor errors in documentation

Return Material Authorization (RMA) Shipment for Hardware Units

  • Bronze: 10 days
  • Gold/Silver: Next business day
  • Gold Plus: Delivery within 4 hours after Citrix authorizes the issuance of a replacement Product from the Service Center

Customer Participation in Resolution

Will have resource(s) identified to work with Citrix, upon request, to support remediation (run debug tools, apply potential fixes/ workarounds, etc.). Timing of response to requested actions commensurate with that provided by Citrix, unless there is a mutually agreed upon deviation.

Ongoing Customer Communication

Bi-weekly update until resolution (or date for resolution) provided to customer. Updates provided monthly thereafter, with customer approval.

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