Citrix Premier Support Fact Sheet Citrix Premier Support ...
Citrix Premier Support Fact Sheet
Citrix® Premier Support provides unlimited 24x7x365 worldwide technical support to keep your Citrix environment running optimally. Whether you are installing products for the first time or want to optimize the performance of your Citrix environment, Citrix Premier Support can help you. With ten support centers across the globe and support provided in nine languages, Citrix Premier Support helps mitigate risk and protect your Citrix environment.
Citrix Premier Support provides your team peace-of-mind:
RESOLVE ISSUES AROUND THE CLOCK with 24x7x365 worldwide technical support
LIMITLESS ACCESS TO THE EXPERTS with unlimited incidents and unlimited technical contacts you ensure your staff is always supported
Premier Support Features
Feature
Description
Technical support coverage hours
Worldwide 24x7x365
Number of support incidents
Unlimited Software products
Products supported
Excludes free product editions Software Maintenance provided for VDI-in-a-Box and CloudStack™ products
Support type
Reactive
Remote support
Using Citrix GoToAssist®, the #1 remote support service according to IDC, technical support engineers quickly resolve complex issues using screen sharing, chat and other tools
Follow-the-sun case management
Cases are seamlessly transferred from one support center to the next, following-the-sun, to ensure cases are worked continually for rapid resolution
Languages supported
Nine supported languages across our global support centers during local business hours including English, Spanish, Portuguese, French, German, Spanish, Cantonese, Mandarin, Korean and Japanese
Number of admin contacts per support agreement
Unlimited
Agreement term
1, 2, 3, 4, 5 years
TechEdge technical support training
Citrix TechEdge is a one-day training event on the latest troubleshooting techniques, methodologies, and diagnostic tools from Citrix technical support escalation engineers. TechEdge is held twice annually, once each during Citrix Synergy™ US and Citrix Synergy Europe
Required at time of product purchase
No
Prerequisites
Active Subscription Advantage on all licenses for the product line that Premier Support is purchased for
Optional Services Utilizing a Technical Relationship Manager (TRM) is a highly effective way to support and maximize the performance of you software investment. A TRM offers your business a designated, highly trained single point-of-contact who has extensive experience delivering Citrix solutions and is equipped to troubleshoot and resolve complex issues quickly. Our goal is to minimize downtime in your business with proactive solutions. Here are a few of the reasons to consider the Technical Relationship Manager service.
Proactive management for your environment
Designated advocate at Citrix Close-knit relationship
Reduced support costs and risks
Technical Relationship Manager
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
Contact us To learn more about Citrix Premier Support, contact your local Citrix Solution Advisor or visit us on the web at citrix.com/premiersupport. Citrix Systems, Inc. (NASDAQ:CTXS) is the company transforming how people, businesses and IT work and collaborate in the cloud era. With market-leading cloud, collaboration, networking and virtualization technologies, Citrix powers mobile workstyles and cloud services, making complex enterprise IT simpler and more accessible for 250,000 enterprises. Citrix touches 75 percent of Internet users each day and partners with more than 10,000 companies in 100 countries. Annual revenue in 2011 was $2.21 billion. Learn more at www.citrix.com. ©2012 Citrix Systems, Inc. All rights reserved. Citrix®, XenApp™, XenDesktop®, XenServer®, NetScaler® VPX™, Branch Repeater™ VPX, Citrix Access Gateway™ VPX, EdgeSight®, Citrix Provisioning Server™, XenClient™, GoToAssist®, Citrix Synergy™ and CloudStack™ are trademarks or registered trademarks of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered in the United States Patent and Trademark Office and in other countries. All other trademarks and registered trademarks are property of their respective owners.
Citrix® Premier Support provides unlimited 24x7x365 worldwide technical support to keep your Citrix environment running optimally. Whether you are installing products for the first time or want to optimize the performance of your Citrix environment, Citrix Premier Support can help you. With ten support centers across the globe and support provided in nine languages, Citrix Premier Support helps mitigate risk and protect your Citrix environment.
Citrix Premier Support provides your team peace-of-mind:
RESOLVE ISSUES AROUND THE CLOCK with 24x7x365 worldwide technical support
LIMITLESS ACCESS TO THE EXPERTS with unlimited incidents and unlimited technical contacts you ensure your staff is always supported
Premier Support Features
Feature
Description
Technical support coverage hours
Worldwide 24x7x365
Number of support incidents
Unlimited Software products
Products supported
Excludes free product editions Software Maintenance provided for VDI-in-a-Box and CloudStack™ products
Support type
Reactive
Remote support
Using Citrix GoToAssist®, the #1 remote support service according to IDC, technical support engineers quickly resolve complex issues using screen sharing, chat and other tools
Follow-the-sun case management
Cases are seamlessly transferred from one support center to the next, following-the-sun, to ensure cases are worked continually for rapid resolution
Languages supported
Nine supported languages across our global support centers during local business hours including English, Spanish, Portuguese, French, German, Spanish, Cantonese, Mandarin, Korean and Japanese
Number of admin contacts per support agreement
Unlimited
Agreement term
1, 2, 3, 4, 5 years
TechEdge technical support training
Citrix TechEdge is a one-day training event on the latest troubleshooting techniques, methodologies, and diagnostic tools from Citrix technical support escalation engineers. TechEdge is held twice annually, once each during Citrix Synergy™ US and Citrix Synergy Europe
Required at time of product purchase
No
Prerequisites
Active Subscription Advantage on all licenses for the product line that Premier Support is purchased for
Optional Services Utilizing a Technical Relationship Manager (TRM) is a highly effective way to support and maximize the performance of you software investment. A TRM offers your business a designated, highly trained single point-of-contact who has extensive experience delivering Citrix solutions and is equipped to troubleshoot and resolve complex issues quickly. Our goal is to minimize downtime in your business with proactive solutions. Here are a few of the reasons to consider the Technical Relationship Manager service.
Proactive management for your environment
Designated advocate at Citrix Close-knit relationship
Reduced support costs and risks
Technical Relationship Manager
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
Contact us To learn more about Citrix Premier Support, contact your local Citrix Solution Advisor or visit us on the web at citrix.com/premiersupport. Citrix Systems, Inc. (NASDAQ:CTXS) is the company transforming how people, businesses and IT work and collaborate in the cloud era. With market-leading cloud, collaboration, networking and virtualization technologies, Citrix powers mobile workstyles and cloud services, making complex enterprise IT simpler and more accessible for 250,000 enterprises. Citrix touches 75 percent of Internet users each day and partners with more than 10,000 companies in 100 countries. Annual revenue in 2011 was $2.21 billion. Learn more at www.citrix.com. ©2012 Citrix Systems, Inc. All rights reserved. Citrix®, XenApp™, XenDesktop®, XenServer®, NetScaler® VPX™, Branch Repeater™ VPX, Citrix Access Gateway™ VPX, EdgeSight®, Citrix Provisioning Server™, XenClient™, GoToAssist®, Citrix Synergy™ and CloudStack™ are trademarks or registered trademarks of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered in the United States Patent and Trademark Office and in other countries. All other trademarks and registered trademarks are property of their respective owners.
