Fuel your success with Customer Success Services (CSS) Programs

Your success isn’t just about keeping systems up and running — it’s about maximizing the value of your investment and achieving your business goals. Our CSS programs combine always-on support, expert guidance, and unrivaled training, all with one goal in mind: your success.

  • Award-winning technical support and maintenance: Always-on technical support with best in class response times with anytime access to expertise, plus product updates and upgrades.

  • Expert guidance: Real-time access to Citrix experts and leading practices for planning new deployments, upgrades, and migrations.

  • Flexible training: Easy access to training so you and your organization can continuously build and develop skills.

  • Proactive monitoring: Prevent issues with exclusive tools, analytics, adoption insights, cloud services, or even turnkey management of your environment.

Three levels of support to match your needs:

Our baseline. Always-on support, the fastest response times in the industry, software updates and upgrades, expert guidance, proactive monitoring tools, and  online training.

All the benefits of Select plus proactive support from a team led by your assigned technical account manager, who will work with you to understand your environment and objectives, and align with you on a success plan. Get Priority Queue access for faster response and resolution, and Critical Situation Management for your highest severity cases.

Our highest level of support includes all the benefits of Select and Priority, plus preventative care with customizable add-on packages to meet your specific needs. Get our fastest response and restoration targets, with an assigned executive sponsor for escalations.

Compare Program Features and Benefits

Feature

Select

Priority

Priority Plus

Access to software updates and upgrades as they become available
Access to Citrix Virtual Apps and Desktops Long Term Service Release for organizations that prefer to retain the same base version for an extended period. Learn more
Unlimited support via phone, web, and live chat and an unlimited number of technical contacts to open and manage cases
Best-in-class Severity 1 response time target* <30 minutes <15 minutes <10 minutes

Severity 1 fastest restoration commitment*

 
     Non-platform   <6-hours <4-hours
     Cloud platform uptime availability in any 30 day
     calendar period
  99.5% 99.5%
Supportability Pack to identify and tackle minor issues fast, with a self-updating pack of key diagnostic tools. Learn more
Citrix App Layering to simplify app and OS management. Learn more
Option to purchase Extended Support for End-of-Life Products.** Learn more
Priority Queue with direct access to Priority Support Engineers for faster issue resolution   Priority Highest Priority
Critical Situation Management to own and expedite remediation for severity 1 issues  
Scheduled Support for change events to assist with implementations, migrations, and updates   40 hours
80 hours

 

Feature

Select

Priority

Priority Plus

Root Cause Analysis in the event of a critical situation to prevent problems from reoccurring  
Proactive Call Home with scheduled health-checks to assess the state of your environment. Learn more
Workspace Environment Management to deliver the best possible performance, desktop logon, and application response times for Citrix Virtual Apps and Desktops deployments. Learn more
Environment supportability and operational review to minimize risk and downtime through proactive insights  

Feature

Select

Priority

Priority Plus

Select eLearning Subscription covering architecture, installation, and initial configuration of Citrix products to build skills, and latest release training to keep you current. Learn more
Citrix TechEdge, the premier one-day training event hosted by leading Citrix Support Engineers. Learn more

Feature

Select

Priority

Priority Plus

Installation and configuration assistance providing general guidance and assistance with problems encountered during product installation, upgrades, or configurations
Assigned Technical Account Manager to understand your environment, business and technology objectives, and ensure optimization of your Citrix solutions  
Success planning to help you meet your desired outcomes with your Citrix solution  
Customizable add-on packages aligned to your business objectives, with a hand-picked team of Citrix experts focused on your success    
Executive level sponsor to act as your advocate and ensure your requirements and issues are dealt with promptly    

Disclaimers:
* Best-in-class and Fastest response times are based on competitive offerings in the same industry and price tier. 24/7/365 Support - Citrix provides 24/7/365 for Severity 1 issues only. CSS Priority customers receive 24/7/365 for Severity 1 and Severity 2 issues. Assistance with Severity 2 (site degradation) and all other issues is available during local business hours, Monday - Friday excluding local public holidays. America - 8:00 a.m. to 9:00 p.m., EMEA - 8:00 a.m. to 6:00 p.m., APAC – 8:00 a.m. to 5:30 p.m., Japan – 8:00 a.m. to 5:30 p.m.

** For support on End of Life products, please see Extended Support. A separate contract is required. Certain products are not eligible.

Program Terms:
For complete overview of our Citrix Support services, benefits and guidelines, please review the Worldwide Support Services Guide. Through your purchase of Citrix Support services, 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-license-compliance.html

In order to receive CSS benefits, customers must have active CSS for 100% of its licenses within one product line and under a single ORG ID. This is known as the “All-in Rule.”

Partial CSS coverage within a product line is not permitted. If the customer has licenses that are no longer in use, they have the option to permanently rescind such licenses in order to exclude these from pool of licenses for which CSS is being purchased. License transfers to new or existing ORG IDs, for the purpose of avoiding the All-in Rule is not permitted. A customer is not permitted to extend the benefits of CSS to any licenses that do not have an active CSS agreement. Compliance will be monitored and without waiving other remedies, Citrix reserves the right to suspend CSS benefits and invoice a customer for any underpaid CSS fees for compliance violation(s).

Customers can purchase CSS in one (1) year increments up to a maximum of five (5) years. CSS is available during a product’s Mainstream Maintenance and Extended Maintenance Phases. Once a product version reaches the End of Life date, security related hot fixes, technical support and product downloads will no longer be available.

CSS pricing is determined by agreement status, product edition, licensing program discounts and age of agreement expiration. Late renewals incur extra fees and result in lapsed maintenance and support. These Extra fees are based on the following: Reinstatement – if agreement has been expired. Pricing is a percentage of the product SRP, plus a pro-rated amount for the time expired, plus late fee.

At point of upgrade to Priority, all software licenses must be upgraded (i.e., customers may not have a mix of Select & Priority services on Software licenses)*

* Service Level Compliance rules apply. Service Level Compliance requires the customer to maintain the same CSS level of service across all software product lines (cloud subscriptions, on-premises/perpetual and termed/annual software licenses). In the event that service level compliance is not maintained, the customer will be supported at the lowest of their active service levels. Customers will be notified of non-compliance. No refunds will be given.
 

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