Citrix Technical Support offers a range of support services, whether you need support for a single branch office or you need to support a mission-critical Citrix environment for offices across the globe. From 24x7x365 telephone support to the latest troubleshooting tools, techniques, and methodologies, you will have the support resources you need to ensure you're getting the most out of your Citrix investment. In addition, there are numerous online resources within the Knowledge Center Web site that provide valuable information and instruction.
Note: Citrix Technical Support has changed the names of our software support programs to more accurately reflect the level of support customers will receive.
The new program changes will be effective and available to all customers by July 1, 2010.
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Technical experts
Nothing can compare to receiving assistance from technical support engineers who have industry-recognized certifications and in-depth training to help resolve complex problems via the
Access our Technical Support Knowledge Base.
Open and manage your service requests and view returns/exchanges.
Contact the support center in your region.
Request more information about Citrix Support Services.
Stay on top of news, thoughts and questions from Technical Support.
Find out what customers are saying about Citrix Technical Support.
phone, Web or e-mail.
24x7x365 support
We provide 24x7x365 follow-the-sun support by linking our eight technical support centers across the globe into a single operation to answer your calls at any time.
Technical support newslettersMonthly technical support newsletter keeps you informed on the latest Knowledge Center articles, hotfixes, and event/training announcements.
Technical support webinars
Quarterly in-depth technical training webinars are given by our top technical support engineers to provide you with the latest in troubleshooting tools and techniques.
Citrix TechEdge
Commonly considered a "must-attend" event at Citrix Synergy, you'll receive FREE access to this 1-day technical support training event hosted by top Citrix technical support engineers on the latest troubleshooting methodologies and diagnostic tools.
Dedicated account management
For customers with greater technical support needs or more complex environments, you may purchase add-on services that inlcude a Technical Relationship Manager (TRM), who will serve as your dedicated Citrix advocate and help you proactively manage your Citrix environment.
Learn more about other Citrix Support Services
Software Support Programs
Citrix Software Support Services is offered at different levels and for different software products to help you manage your business challenges. No matter what type of support you require, Citrix will make sure you get the most value out of your support investment.
| Product Coverage | XenApp Products Only | XenServer & Citrix Essentials Products Only | NetScaler VPX Products Only | Branch Repeater VPX Products Only | All Software Products* | All Software Products* |
| Coverage Hours | 24x7x365 | 24x7x365 | 24x7x365 | 24x7x365 | Business Hours | 24x7x365 |
| Incidents | 5 per 50 CCU | 5 | 5 | 5 | 25 | 50 |
| Named Contacts | 1 per 50 CCU | 6 | 6 | 6 | 6 | 6 |
| Type of Access | Phone/ Web /Email | Phone/ Web /Email | Phone/ Web /Email | Phone/ Web /Email | Phone/ Web /Email | Phone/ Web /Email |
| Annual Training Event (TechEdge)*** |  | | | | | |
| Quarterly Webcasts |  | | | | | |
| Monthly Newsletters | | | | | | |
| 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 |
| On-Site Days Add-on**** | On-Site technical support service |
*Business coverage hours include Monday through Friday from 8am to 6pm relative to each region’s time zone, excluding public holidays recognized in each region.
**All Citrix Online Collaboration products (e.g. GoToMeeting®, GoToMyPC®, GoToWebinar®, GoToAssist®, GoToView®, GoToTraining, HiDef Conferencing, etc.) are excluded from coverage.
***TechEdge event is not offered in all regions.
****On-Site Days Add-on is available for TRM customers only.
Need dedicated account management? Find out more about our Technical Relationship Manager Programs.
To learn more about Citrix Support Services contact your local Citrix Solution Advisor, or contact Citrix Sales.
Latin America & Caribbean Support Programs
The following list outlines the different levels of support that are available in Latin America. An "incident" is defined as a single support issue and reasonable effort(s) needed to solve it.
You also can purchase additional named contacts, additional regional coverage and additional packages of 10 incidents.
Resources
To learn more about Citrix Support Services contact your local Citrix Solution Advisor, or contact Citrix Sales.
Software Support Resources
Download Software Support FactSheetsEurope, Middle East & Africa ResourcesTo learn more about Citrix Support Services contact your local Citrix Solution Advisor, or contact Citrix Sales.
Asia Support Programs
The following list outlines the different levels of support that are available in Asia. An "incident" is defined as a single support issue and reasonable effort(s) needed to solve it.
You also can purchase additional named contacts, additional regional coverage and additional packages of 10 incidents.
Resources
To learn more about Citrix Support Services contact your local Citrix Solution Advisor, or contact Citrix Sales.
Australia & New Zealand Support Programs
The following list outlines the different levels of support that are available in Australia & New Zealand. An "incident" is defined as a single support issue and reasonable effort(s) needed to solve it.
You also can purchase additional named contacts, additional regional coverage and additional packages of 10 incidents.
Resources
To learn more about Citrix Support Services contact your local Citrix Solution Advisor, or contact Citrix Sales.
Japan Support Programs
The following list outlines the different levels of support that are available in Japan. An "incident" is defined as a single support issue and reasonable effort(s) needed to solve it.
View more details in Japanese.
Preferred 15
- Up to 15 incidents during each 1-year term
- Basic coverage hours (9:30 to 17:30, Tokyo time)
- 2 named contacts
In order to meet the needs of your unique environment, you also can purchase additional named contacts and additional incident packages.
To learn more about Citrix Support Services contact your local Citrix Solution Advisor, or contact Citrix Sales.
