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Citrix Support Services Guide for Citrix PartnersEffective March, 2017
Citrix Solution Advisor and Distribution for EMEA
INTRODUCTIONThis document describes the benefits, prerequisites and service delivery process of Citrix Technical Support™ Services for Citrix Solution Advisors (‘Solution Advisor’) and Value Added Distributors or (‘Distributors’) in EMEA. This document is intended to be read in conjunction with the Citrix Solution Advisor Program Guide as well as the Program Membership Agreement available on www.citrix.com/PartnerCentral.
This Technical Support Services Guide (or ‘Guide’) is valid as of the Effective Date. It replaces all prior versions of the Guide. Citrix may update from time to time the content of the Guide.
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TABLE OF CONTENTS1. DELIVERING CITRIX SUPPORT SERVICES .............................................................................................. 4
1.1 Scope of Citrix Technical Support Services ...........................................................................................................................5
1.2 Citrix Technical Support Services for Partners .....................................................................................................................5
1.3 Citrix Technical Support – Service Delivery Process ...........................................................................................................6
1.4 Citrix Technical Support – Roles ...........................................................................................................................................8
1.5 Citrix Partner – Expectations ................................................................................................................................................10
1.6 Reporting a Support Case.......................................................................................................................................................11
1.61 Before Reporting Your Support Case ...........................................................................................................................11
1.62 Creating a Support Case ................................................................................................................................................13
1.63 Working the Support Case ............................................................................................................................................14
1.7 Resolution Times and Response Times .................................................................................................................................15
2. ADDITIONAL INFORMATION ................................................................................................................................20
2.1 Escalating a Support Case and Customer Satisfaction ........................................................................................................21
2.2 Citrix Partner Support Options ...............................................................................................................................................22
2.3 Definitions ...............................................................................................................................................................................23
2.4 Your Support Details ...............................................................................................................................................................24
2.5 Creating a Support Case by Web ............................................................................................................................................25
2.51 Logging into My Support ...............................................................................................................................................25
2.52 Creating a Case ..............................................................................................................................................................27
2.53 Viewing Existing Cases ..................................................................................................................................................28
2.54 Viewing Entitlements and Product Authorizations .....................................................................................................29
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1.1 Scope of Citrix Technical Support ServicesCitrix Technical Support Services for Citrix Partners are most suitable for technical assistance in pre-sales and pilot projects. For supporting end user environments, Citrix strongly recommends for the end users to utilize Citrix Select, which replaces Software Maintenance or Citrix Appliance Maintenance services. End users who choose to benefit from the cost effective 24x7 Citrix support options can nominate their preferred Citrix Solution Advisor (CSA) Partner to receive support on their behalf.
For more information on end user support options, please visit www.citrix.com/support.
Citrix Technical Support Services offer technical assistance for Citrix product issues including break-fix issues. We provide workarounds and fixes, and work hand-in-hand with Citrix Development to achieve this.
All other Citrix services related to product training and best practice advice on product usage, configuration, installation, or environment design and architecture, are covered by Citrix Consulting Services or Citrix Education™ Services.
Note: CSA Partners or Distributors who also hold an active Citrix Service Provider (CSP) Partner membership must purchase a separate CSP support agreement for any CSP business related support issues.
1.2 Citrix Technical Support Services for PartnersCitrix Technical Support Services in EMEA for Silver, Gold and Platinum Solution Advisors is included with the program membership. Citrix Technical Support Services are included for Citrix Distributors, as covered within their distributor agreement.
Citrix Technical Support Services run in accordance with the annual Citrix Partner membership agreement.
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1.3 Citrix Technical Support – Service Delivery ProcessOur support engineers have certifications from many industry-leading companies to help support you, including:
• The Citrix Certified Expert – Virtualization• Citrix Certified Associate – Virtualization (CCA – V)• Citrix Certified Professional - • Virtualization (CCP - V)• The Microsoft Certified Technology Specialist (MCTS)
Citrix continually invests in refining our support engineers’ skills and expanding their expertise through extensive training and certification programs.
EligibilityCitrix Support engineers will provide technical assistance exclusively to the named contacts, which are associated with the reported incidents. At no stage will we work directly with your end user or any other non-authorized contact.
In very exceptional circumstances, Citrix Technical Support may agree to participate in a conference call with the Partner and their end user under the following conditions:
• The Partner has used every resource available to work on the resolution to-gether with Citrix• Both, Citrix and Partner, mutually agree that a conference call between all parties will progress that case resolution signif-icantly• The Partner will organize, host and lead the meeting• The Partner’s technical contact who is attending the conference call shall have complete knowledge of the case history and technical background details• The Partner will continue to be
owner of the case and will work the case with Citrix; all ongoing case related communication will be between the Partner and Citrix
Language SupportAll services are primarily provided in the English language. We 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.
Although we cannot guarantee availability, we offer language support in English, Spanish and Portuguese.
Remote AccessWe primarily assist you via telephone, web and Citrix GoToAssist®. Support is delivered based on your support entitlement. All support services are provided remotely from Citrix to your location. An incident may require multiple phone calls and offline research to achieve final resolution.
In the event that you cannot provide remote access requested by Citrix, we will continue to work the support case on a best efforts basis and may offer to send an engineer on-site at an extra cost.
Engineering SupportIn situations where Citrix Technical Support cannot provide a satisfactory resolution to a critical problem through normal support methods, we may engage the Citrix Product Development Team to create a fix to the Citrix-supported product in accordance with the Citrix Product End of Life Policy.
Citrix retains all rights, title and interest in all fixes. For the purpose of the engineering support, fixes are designed to address a specific customer’s situation and may not be distributed by the customer outside their organization without written consent from Citrix. Fixes are provided as-is, without warranty of any kind, as Citrix relies on the
customer’s information in providing these.
Citrix Partner Support does not include development work on software not licensed from Citrix or development work for enhancements or features that are outside the documented functionality of the supported product.
Product CoverageSupported products are all Citrix products (excluding Citrix Online products), and products that have not yet reached the End of Life Date in accordance with the Citrix End of Life Policy.
For more detailed information on the standard Product Lifecycle Policy as well as the Product Life Cycle Matrix for products for which End of Life dates have been announced, please refer to the Product Matrix Table.
Partners who renew their memberships will receive coverage on any product that the partner is certified for. Coverage is no longer based on individual partner named contact certifications.
Citrix Hardware products for which the Citrix Partner requests production level support will require the appliances to be covered with Citrix Appliance Maintenance services - in that case the support level is dependent on the level of Appliance Maintenance, not the Partner’s support level.
Support for Hardware DEMO and NFR units is available for certified staff at the Partner, leveraging the Partner’s annual support agreement that is part of their membership.
Citrix Software products where Select coverage is available: Citrix Partner must leverage the end user’s Select agreement for any production level support cases. Pre-sales support cases require an active Advisor Rewards Lead ID.
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1.3 Citrix Technical Support – Service Delivery Process(CONTINUED)
Partner Certification and Support CoveragePartners who renew their memberships will receive support coverage on any product that the partner is certified for. In order to view the latest certifications available for partners, see the Product Authorization and Compliance for more information.
Geographical CoverageCitrix Technical Support provides support for Citrix Solution Advisors and Value Added Distributors in EMEA.
Multi-vendors CoordinationWe will work with your other key partners to resolve problems in a heterogeneous environment. When you report a problem on Citrix-supported products that involves interactions with other vendors’ products, and you have a support agreement with that vendor, we will share diagnostic information and collaborate with the other vendor in order to find a solution. However, Citrix does not provide support for third party products installed as part of an overall solution.
Non-chargeable IncidentsCitrix Technical Support recognizes scenarios where we credit incidents in accordance with the Citrix Case Review Policy.
The most common scenarios for crediting an incident are:
• Software Bugs Support cases opened against Software Bugs, i.e. issues related to an error in the Citrix Software, can be credited to your pool of incidents upon request.• Enhancement Requests If your case is related to a new feature, functionality or product idea, we will open the incident as an Enhancement Request. Support cases opened as enhancements can be credited to your pool of incidents upon request.• Unused Incidents During any one term do not roll over to any subsequent term and are also not refundable in case of an earlier termination of the support option.
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1.4 Citrix Technical Support - RolesThere are several roles within Citrix Technical Support and each one can assist you in different ways.
Customer Service are usually your first point of contact when you log a case via the telephone or the web.
First, they make sure your case is opened correctly in our CRM system and verify your entitlements. Once that has been done, the Subject Matter Expert (Software or Hardware Support Engineer) troubleshoots your particular issue and begins working with you on a solution.
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Software Support/Hardware Support EngineerSoftware or Hardware Support Engineers are specialized in a number of Citrix products and reside in one of our four product teams: App and Desktop Virtualization, Enterprise Mobility Management, Networking and Cloud Services. A Software or Hardware Support Engineer is responsible for responding to and resolving complex customer problems via phone and remote access for Citrix products.
Escalation EngineerEscalation Engineers address the most complex issues assigned to them by the Software or Hardware Support Engineers. Our Escalation Teams are highly specialized and have access to a wide range of support tools. In addition, they have priority access to Citrix Engineering and Citrix Development. The Escalation Engineer is responsible for conducting a complete analysis of network traces, debugging files, and reproducing the issue along with providing recommended workarounds for reported issues.
Citrix Licensing Administrator-via Customer ServicesOur 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/
PartnerCentral portal. These specialists are available via Customer Service in EMEA.
Partner Operations TeamThe Citrix Partner Operations team is your point of contact for any non- technical issues related to your support agreement. If you wish to update the named contact list or purchase additional incidents, please contact your Partner Operations representative or e-mail us at [email protected].
Renewal Contact for PartnerThe Citrix Renewal Contact for Citrix Partners is a person designated by you, who is our primary administrative contact regarding your Support Services option.
It is key that you let us know when the Renewal Contact of your company changes, as otherwise important notifications may not be driven to the correct contact.
Technical Named ContactTechnical named contacts are the individuals designated by your organization that are entitled to contact Citrix Technical Support to open, work or close technical support cases with our engineers. Technical Contacts must be Citrix certified (minimum Citrix Certified Administrator™ - CCA).
Partners who renew their memberships receive coverage on any product that the partner is certified for. Coverage is no
longer based on individual partner named contact certifications.
The number of technical named contacts that you can nominate depends on your support option. It is important that you nominate individuals with individual e-mail addresses. We do not accept generic group e-mail addresses as our point of contact.
Whilst we make every effort to resolve your issue as quickly as possible, it is essential for the resolution progress that you provide us with knowledgeable personnel who can perform appropriate troubleshooting actions and have a very good understanding of the product. Citrix reserves the right to exchange technical named contacts if no appropriate product knowledge can be demonstrated by the named contact.
1.4 Citrix Technical Support - Roles(CONTINUED)
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1.5 Citrix Partner - ExpectationsPerformance of BasicTroubleshooting StepsWe expect that you have performed all essential troubleshooting steps and have researched the Citrix Knowledge Base before contacting Citrix Technical Support with an issue. This helps determine what problem you are experiencing and expedites the solution process.
Performance of Problem Determination Activities and Resolution ActivitiesBy using Citrix Technical Support Services, your organization agrees to cooperate with requests that assist the problem determination and resolution. Problem determination activities may include network tracing, capturing error messages and collecting configuration information. Problem resolution activities may include changing product configurations, installing new versions of software or new components or modifying processes.
Procuring, Installing and Maintaining EquipmentBy using Citrix Technical Support Services, you agree to allow Citrix Technical Support to access your facilities as required to find a solution to a reported problem, and to perform the service called for. It is your responsibility to procure, install and maintain all equipment, telephone lines, communications interfaces and other hardware at your site.
Implementation of Current Upgrades and UpdatesYour organization is required to
implement all currently available upgrades to the licensed products in a timely manner. Failure to do so may lead to Citrix denying you technical support for an issue. In certain instances, as mutually agreed to provide resolution to problems, the Partner may be required to send CPU and peripherals to Citrix designated locations for diagnosis and test. The Partner will undertake to ensure that no confidential or personal data resides on the test machines. All shipments and return charges shall be at Partner’s expense.
ExclusionsCitrix Technical Support is not required to provide any support services relating to problems arising out of :
(i) customization by Partner or any end user to the operating system or environ-ment which adversely affect the licensed product, and thus are no longer sup-ported by the third party vendor of the platform;
(ii) any alteration of or addition to the supported products performed by parties other than Citrix;
(iii) use of the supported product on a CPU and peripherals other than the CPU and peripherals for which such supported product was designed and licensed for use on;
(iv) failure of implementing all currently available upgrades to the licensed product in a timely manner.
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1.61 Before Reporting Your Support CaseCitrix Technical Support aims to solve every reported issue in the shortest possible time frame. In order to do so, we require the appropriate information when the case is reported to us. Citrix expects Partners to follow the Citrix recommended best practices and the steps outlined below before contacting Citrix support. If the information provided is incomplete we may not be able to open a case.
Consult the Citrix Self Help ResourcesPlease take full advantage of all of the Citrix Self Help Resources and our Best Practices before creating a support case. These resources and best practices can help you quickly find the answers you need or help expedite your issue.
• Knowledge Center A database of articles and bulletins writ-ten by Citrix technical experts.
• Product Documentation A library of product documentation for Citrix solutions and technologies.
• Support Forums: Discussion forums where you can ask questions and get re-al-world answers from other customers.
• InSight Services: A simple, online troubleshooting platform and health-checker for your Citrix environ-ment. Available for XenDesktop®, XenServer, XenApp® and NetScaler® and many other products.Gather All Necessary Information Please take full advantage of all of the
Citrix Self Help Resources and our Best Practices before creating a support case
Software Support Checklist• Service Product• Version• Service pack level• Hotfixes
• XenApp Plug-in version• Operating system version • Service pack level
• Server operating system version• Service pack level • Hotfixes • Detailed environment information supporting infrastructure – Web servers, database servers, Storage, Hypervisors
• For XenServer, please collect a status report
• Detailed description of recent changes in the environment
• Last changes made to server or server farm
• Detailed description of the error and the error behavior
• Steps to reproduce issue
• Detailed documented troubleshooting diagnostic steps already taken
• Network configuration • Business Impact (number of users and devices effected; criticality)
• Support case severity
When reporting a support case, please indicate the severity to us. Should we have to change the severity level, we will reach agreement with you before doing so. Please familiarize yourself with the severity description.
Hardware Support Checklist• Detailed description of recent changes in the network/environment
• Detailed description of the error and the error behavior
• Serial Number of the appliance if applicable
• Steps to reproduce issue
• Detailed documented troubleshooting diagnostic steps already taken
• Explanation of the network layout or network topology diagram (if possible include IP information)
• A network trace if networking issue
• For NetScaler and AGEE issues, please have the support file ready: System Diagnostic.
• Technical Support Tools, Generate Sup-port File, Run, Download the file, support.tgz
• Business Impact
1.6 Reporting a Support CaseIf you need any assistance with logging support cases, or if our wish to make any changes to the Technical Named Contacts in your services agreement, please contact [email protected].
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• Support case severity When reporting a support case, please indicate the severity to us. Should we have to change the severity level, we will reach agreement with you before doing so. Please familiarize yourself with the severity description so that you understand the associated response times and expectations.
Remote Support ChecklistIf remote access is requested for Software or Hardware support, you will need:
• An account with administrative rights• Internet access to utilize Citrix GoTo products• VPN information
1.61 Before Reporting Your Support Case(CONTINUED)
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1.62 Creating a Support CaseCreating a Support Case by PhoneTo log a high severity case you must contact Citrix Support via the phone. For a complete list of Citrix Technical Support contact numbers, please visit Citrix Support. Even though Citrix provides toll-free numbers in most countries, it is the responsibility of the Citrix Partner to carry all fees associated with the communication.
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1.63 Working the Support CaseSTEP 1:Open a Support CaseContact Citrix to open a support case• Citrix Support Engineer verifies your support entitlement
STEP 2:Engagement with Software or Hardware Technical Support teamA Software or Hardware Support Engineer works with you to identify the issue and begins troubleshooting. This may involve:• Requesting more information, traces• Reproducing the issue• Gaining remote access• Requesting the installation of hotfixes 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 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.
STEP 2a: Issue transferred to Citrix Escalation team• Case is assigned to an Escalation Engineer• Assigned Escalation Engineer contacts you• The Escalation Engineer reviews case and continues troubleshooting activities• If the Escalation Engineer determines the issue requires a code fix or code-level analysis, the Citrix Engi-neering team will be engaged.
STEP 2b:Engagement with Citrix Engineering team• The Escalation Engineer engages with Citrix Engineering• The Escalation engineer serves as liaison to the Citrix Engineering team• Citrix Engineering works to resolve the case for you
STEP 3:Close a Support CaseBefore 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 3 attempts to contact you
Progress of your support case:• Updates To review the progress of your case, please log in to www.citrix.com/Partner-Central.
• Support case priority The case priority is determined by the Support Engineer and the Partner according to the severity description.
• 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 be 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 case if necessary. If the 30 days have lapsed, a new support case will be opened. New cases will be created for each issue.
• Reassignment of the 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.
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1.7 Resolution Times and Response Times Citrix Technical Support provides a range of targeted response times depending on the urgency of your issue.
We do not guarantee resolution times—with no exceptions—due to the depend-ency on the nature of the reported prob-lem and changes at customer operating environments.
For a complete list of estimated response times, please refer to the tables in the following pages.
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Severity 1 - Priority HIGH
Estimated Technical Support Response Times
The production system is down or unusable as a result of a problem. Problem causes mission-critical impact on customer’s operation with no acceptable workaround or used to perform tasks essential to customer operations, project completion, or normal productivity of end user.
Partner Responsibilities Commit appropriate resources to be available as needed to provide additional information when required. Make reasonable efforts to apply solutions within half a day. Enable Citrix to use remote access if necessary.
Silver Gold Platinum/Distributors
Logged by Phone only Phone only Phone only
Response time Best effort Within 4 hours Within 2 hours
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Severity 2 - Priority MEDIUM
Estimated Technical Support Response Times
System is up and running and the problem causes moderate or limited impact while most business operations remain functional. Important to long-term productivity, but not causing an immediate work stoppage.
Partner Responsibilities Commit appropriate resources to be available as needed to provide additional information when required. Make reasonable efforts to apply and test suggested solutions within one day of receipt.
Silver Gold Platinum/Distributors
Logged by Phone or Web Phone or Web Phone or Web
Response time Best effort Within 24 hours Within 24 hours
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Severity 3 - Priority LOW
Estimated Technical Support Response Times
Problem does not have significant impact to the customer business operations.
Partner Responsibilities Monitor and respond as necessary. Allow Citrix to use remote access if necessary.
Silver Gold Platinum/Distributors
Logged by Web Web Web
Response time Best effort Within 24 hours Within 24 hours
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Severity 4 - Priority LOW
Estimated Technical Support Response Times
General product usage questions or cosmetic issues not impairing users.
Partner Responsibilities Monitor and respond as necessary. Allow Citrix to use remote access if necessary.
Silver Gold Platinum/Distributors
Logged by Web Web Web
Response time Best effort 5 days 5 days
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2.1 Escalating a Support CaseOur goal in Citrix Technical Support is to resolve any issue as quickly as possible. If you feel that your Support Case (SC) is not making progress, you can bring the case to the attention of the Citrix Technical Support Management Team. Take the following steps to raise the priority of your case, or to report a satisfaction or service quality issue.
When can a Support Case be Escalated?The escalation process can be triggered in the following situations:• Critical impact to Proof of Concept or Pilot deployment• Dissatisfied with the responsiveness to, or the resolution of, a support case
How do I Escalate a Support Case?For Citrix Partners who have a valid entitlement, you can request further escalation of your SC at any time using one of the following options:
• Signature of the engineer Each support engineer’s e-mail signature has the e-mail address and phone number of his/her manager. If you feel your support case needs special attention, please contact the manager directly by e-mail, phone, or alternatively asked for the Manager on duty.
• General e-mail address If you are unsure whom to contact for a satisfaction or service quality issue, send an e-mail to [email protected]. When contacting Citrix to request further escalation of your issue(s), please review the details of your support case and be prepared to provide the following information in the body of the e-mail:
• Support Case number
• Business impact Current impact and any deadlines that
may be adversely affected as a direct result of the on-going issue(s)
• Summary Is the summary/problem statement correct? Are there updates to the summary since the support case was initially opened with Citrix?
• Contact information (If different from the contact noted in the existing support case)
Customer FeedbackCitrix Technical Support values and promotes customer satisfaction. We welcome customer feedback and en-courage you to get involved through the following channels:
• Customer satisfaction survey Upon closing a support case we randomly select cases to be surveyed. For that reason you might receive a request to fill in an online ques-tionnaire. We would appreciate it if you would help ensure the quality of our service by completing a short, five-minute survey.
• General feedback If you wish to provide your comments or suggestions, please contact support by e-mail at [email protected] or through Facebook at facebook.com/citrixsupport, or Twitter at twitter.com/citrixsupport
• Technical Support Engineer’s e-mail signature Each Technical Support Engineer’s e-mail carries the e-mail address of their manager. Feel free to contact the manager directly if you wish to provide any feedback, suggestions or queries on the quality of your technical support experience.
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2.2 Citrix Partner Support OptionsPartner Support provides support services for any products the Partner is certified and authorized to sell in accordance with the product coverage matrix.
The number of specified incidents and Technical Name Contacts is on a per company basis, regardless of how many locations you have registered with Citrix.
Features Description
Technical support coverage EMEA region, business hours by phone and web; Additional for Platinum Partner: Convert 5 incidents in 24x7 on request only
Support options Silver Partner Support package – Optional, subject to a feeGold Partner Support package – Mandatory, subject to a feePlatinum Partner Support package – Mandatory, subject to a fee Distributor Support package – Mandatory
Number of incidents included in the Support Package
Silver Partner Support – 10 incidents (if Support Option was purchased)Gold Partner Support - 20 incidents Platinum Partner Support – 30 incidentsDistributor Partner Support - Dependent on agreement
Add-ons Add-on incidents and add-on named contacts on request. Please contact Partner [email protected].
Product coverage Covers all Citrix products for which the Partner is certified for that have not yet reached the End of Life Date in accordance with the End of Life Policy published on www.citrix.com (excluding Citrix Online Products).
Refer to section Product Coverage.
Support type Reactive
Number of contacts per support entitlement Contacts must be Citrix certified (min CCA - V)
Silver Partner Support – 4 named contactGold Partner Support – 6 named contactsPlatinum Partner Support – 8 named contacts Distributor Partner Support - Dependent on agreement
Identification Account ID/Org ID or Serial Number (if you have a hardware issue). Your Account ID/Org ID is displayed in Partner Central.
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Business Day and Business Hours - Refers to Monday to Friday from 9.00 a.m. to 9.00 p.m. EST. General Release Hotfix - A hotfix that is delivered in a self-installing package, and is targeted for the general public. General Releases are available on the Citrix web site www.citrix.com. Customer Success Services - A new kind of engagement, offering a comprehensive, industry-leading portfolio of software service offerings combining key customer success elements of guidance, enablement, award winning support, and proactive monitoring and insights to help you fully realize your business goals. Hardware - Refers to Citrix appliances products. Named Contacts - The assigned technical named contact on Partner’s side, who can contact Citrix Technical Support on behalf of its organization. Private Fix - A preliminary code fix that is given to a Partner or a Partner’s end user when actively working on resolving this Partner or Partner end user’s problem. Service Pack - A self-installing package intended to upgrade the currently installed Citrix software. Service Packs are available on www.citrix.com.
Support Case - A single support issue and the reasonable efforts needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each subordinate problem shall be considered a separate incident.
Select - Select, a completely redesigned entry-level package full of industry leading value-added features, whichreplaces our popular Software Maintenance offering. Software - All non appliance-based Citrix products. Supported Product - All Citrix products for which a Partner is authorized, and for which technical named contacts are certified for, excluding Citrix Online products. Workaround - A plan or method to circumvent a problem without necessarily eliminating it.
2.3 Definitions
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Option Term - All ordered Support Services options (‘Options’) are for a period of one year starting on the execution date of the annual Citrix Partner agreement. The Support Services option will become effective on the day the Partner membership fee has been paid. You can purchase Citrix support by contacting your Citrix representative. Payment Term - If you purchase or renew a Citrix support option you agree to pay the price specified within 30 days upon receiving the invoice by Citrix. Your Option Termination - In the event that the Partner membership is terminated, support services shall automatically terminate. For Solution Advisor Silver Partners the support services shall terminate at the end of the considered term if not renewed. Citrix Partner Agreement - All relevant conditions of your Citrix Partner Agreement apply to your Support Option.
2.4 Your Support Details
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2.5 Creating a Support Case by Web Web: This method is best used for medium and low severity issues. In order to use web support, you will need to log in to My Account https://www.citrix.com/account High severity cases must be logged via the phone.
2.51 Logging into My SupportStep 1Navigate to My Account by going to https://www.citrix.com/account with your account credentials. Type in your My Account Login ID and Password to access your account. Note: If you do not have a My Account Login ID, you may create a new one by using the links provided.
Step 2Select “Create/View Support Cases” under the Support, Maintenance and Renewals section.
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Step 3Click “My Support”. My Support allows you to log a Case, view a Case, view Entitlements, etc.
Step 4Select “I have a Technical Issue.”
Step 5Enter a brief description of the issue you are having and click “Search”. Based on the description, relevant articles will be suggested which may help resolve the issue.
2.51 Logging into My Support(CONTINUED)
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2.52 Creating a CaseStep 1If the suggested articles do not resolve the issues, click “Open a Case” to proceed to create a new case
Step 2Select an entitlement to open the case with and click “Proceed.”
Step 3Complete the new case form and click “Save” when finished.
Note: All required fields will be marked by a red bar next to the field name. You will receive an automated e-mail notification once the Case has been created. Citrix will contact you as soon as your Case is assigned to a support representative.
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2.53 Viewing Existing CasesStep 1Click on the “Existing Cases” tab.
Step 2Cases associated with your account or filtering the view based on the type of Cases you would like displayed.
Note: You can filter Cases by Status or by Contact Name.
You can also perform various functions such as closing a Case, adding case comment, or escalating a Case by using the Action dropdown menu.
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2.54 Viewing Entitlements and Product AuthorizationsStep 1To view all Entitlements associated with your account, click the “Entitlements/Product Authorizations” tab.
Step 2Scroll to the bottom of the page to view all Product Authorizations.
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About Citrix
Citrix (NASDAQ:CTXS) is a leader in mobile workspaces, providing virtualization, mobility management, networking and cloud services to enable new ways to work better. Citrix solutions power business mobility through secure, personal workspaces that provide people with instant access to apps, desktops, data and communications on any device, over any network and cloud.
Learn more at www.citrix.com.
Copyright © 2016 Citrix Systems, Inc. All rights reserved. Citrix, Synergy, GoToMeeting, GoToAssist, Citrix Workspace Suite, XenApp, XenMobile, ShareFile, NetScaler, VPX, CloudBridge VPX, NetScaler Gateway VPX, NetScaler Gateway, CloudPlatform, CloudPortal, XenServer, XenClient, AppDNA, EdgeSight, Citrix Provisioning Services, VDI-in-a-Box, CloudPlatform, and CloudPortal are trademarks of Citrix Systems, Inc. and/or one of its subsidiaries, and may be registered in the U.S. and other countries. Other product and company names mentioned herein may be trademarks of their respective companies.
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