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Software Support Programs
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.
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 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.
Monthly technical support newsletter keeps you informed on
Knowledge Center
Access our Technical Support Knowledge Base.
Open Support Case Online
Open and manage your service requests and view returns/exchanges.
Contact Support by Phone
Contact the support center in your region.
Contact Sales
Request more information about Citrix Support Services.
Technical Support Blog
Stay on top of news, thoughts and questions from Technical Support.
Customer Testimonials
Find out what customers are saying about Citrix Technical Support.
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 an optional agreement for 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
North America Support Programs
The following list outlines the different levels of support that are available in North America. An "incident" is defined as a single support issue and reasonable effort(s) needed to solve it.
| Preferred Support Option | Preferred XenServer & Citrix Essentials | Preferred XenServer & Citrix Essentials Extend | Preferred 25 | Preferred Extend | Preferred PLUS Standard | Preferred PLUS |
| Incidents | 5 | 5 | 25 | 50 | 50 | 75 |
| Product Coverage | XenServer and Citrix Essentials products only | XenServer and Citrix Essentials products only | All software products | All software products | All software products | All software products |
| Hourly Coverage | Business Hours | 24x7 | Business Hours | 24x7 | Business Hours | 24x7 |
| Named Contacts | 2 | 4 | 2 | 4 | 4 | 6 |
| Technical Relationship Manager |  | | ||||
| Annual Training Event (TechEdge) | | | | | ||
| Webinars |  | | | | ||
| Newsletters | | | | |
You also can purchase additional named contacts, additional regional coverage and additional packages of 10 incidents.
ResourcesTo learn more about Citrix Support Services contact your local Citrix Solution Advisor, or contact Citrix Sales.
