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