Product Lifecycle Support Policy

While Citrix strives to produce the best quality software it is virtually impossible to test against all scenarios and software environments. Occasionally customers may experience issues that impact product performance or functionality. Customers should address these situations through the available technical support programs.

Citrix lets you choose the right technical support program for your needs from free web-based tools to our extensive network of solutions providers and technical support directly from Citrix; we’ve got the right level of support to meet your needs. Customers are able to obtain support for Citrix products through the various programs offered as described Support and Services section of our Web site.

The goal of these support programs is to provide our customers the tools and knowledge needed to identify technical issues they experience. Once identified, Citrix will be able to recommend the next steps required to resolve the issue, from updating with the latest hotfix or service pack to product upgrades/migrations for older, outdated products. For some situations Citrix may determine that an escalation is required in order to further isolate the issue and potentially resolve with a private hotfix. The appropriate steps to resolve technical product issues will be communicated by your Citrix support representative.

For the purpose of this policy, the following support definitions apply:

Support:

• General troubleshooting of an issue to isolate potential causes
• Issue resolution through existing hotfixes and/or known workarounds

Maintenance:

• Resolving an issue through product code modification. Typically delivered via hotfixes or service packs.