Select is our base-level offering designed to help you maximize value and minimize risk. With Select, you receive more than just support—Select's industry-leading, value-added features help you accelerate adoption of your Citrix products and guide you on your path to success. Select offers access to new product features, tools, and resources to support, maintain and monitor your environment, plus online training to build skills and premium Knowledge Center content to help you through any issue.
Our new, industry-leading Select offering delivers:
|Software updates and upgrades||Access to software updates and upgrades as they become available.|
|Long Term Service Release (LTSR)
Access to the latest XenApp and XenDesktop Long-Term Service Release (LTSR) and Cumulative Updates for companies that prefer to retain the same base version for an extended period. Available exclusively with a Customer Select Services support agreement. Support is provided for 5 years from each LTSR release with an option to purchase extended support for an additional 5 years when mainstream support ends.
|Anytime, unlimited Technical Support||24/7/365 access to Technical Support via phone, web, and live chat. (See Best-in-class response times).|
|Number of technical contracts per contract
||Unlimited customer contacts may be designated to open and manage cases.|
|Best-in-class response times*||Citrix Technical Support assistance is available 24/7/365 for Severity 1 incidents (site outage) with a response time < 30 minutes. Assistance with Severity 2 (site degradation) and all other issues is available during local business hours with a response time of 2 or 8 hours, respectively.|
||Get fast answers to general technical questions from Citrix Technical Support chat agents. Customers will be transferred to the web (eServices) queue if additional troubleshooting assistance is required.|
Citrix Supportability Pack offers a collection of frequently used diagnostic tools created by Citrix Support and Engineering teams. The Supportability Pack eliminates the need to download individual tools from the Knowledge Center and includes an auto-update feature that checks for latest tool versions.
|Acceleration and automation tools||
Cloud-based Smart Tools that provide Citrix-developed best practice blueprints to speed up POC efforts and accelerate Citrix product deployment, upgrades, and migrations. Partners and Citrix Consulting Services may leverage and modify these blueprints when working with customers on design and implementation projects.
|Support for end-of-life products**||
Option to purchase extended support for XenApp or XenDesktop versions that have reached End of Maintenance and End of Life milestones. An active Citrix Customer Success Services support subscription is required for extended support eligibility.
|Citrix App Layering
App Layering allows you to install applications and operating system patches once, and use them as part of any image you deploy. You can publish Layered Images as open standard virtual disks usable in any environment. This allows you to maintain a single Windows installation, and a single copy of each application for all of your images across all of your virtual environments.
*Best-in-class response times are based on competitive offerings in the same industry and price tier.
**For support on end-of-life products, please see Extended Support. A separate contract is required. Certain products are not eligible.
|Proactive Call Home||
Call Home provides scheduled upload of XenApp and XenDesktop site data to Citrix Insights Services (CIS) to check the health of a XenApp or XenDesktop site. Configurable by day and time, the data upload reflects the state of the site at upload time. Similar to Scout that offers on-demand data upload and analysis, Call Home is designed to offer proactive scheduled uploads of data to check site health and provide email notification when analysis is completed.
Access to cloud-based Smart Tools that provide on-demand health checks for XenApp and XenDesktop sites. Smart Checks identify and assist with resolving common issues such as VDA registration and site services configuration and database communication.
Results are displayed as a snapshot of the site that pinpoints problem areas with click-down details and actions required to resolve issues. Smart Check also includes on-demand monitoring of product updates to ensure the site is current with fixes for known issues.
|Workspace Environment Management||
Workspace Environment Management uses intelligent resource management and Profile Management technologies to deliver the best possible performance, desktop logon, and application response times for XenApp and XenDesktop deployments. It is a software-only, driver-free solution.
Access to the Select eLearning subscription
Get unlimited, on-demand access to the same Citrix self-paced eLearning courses and resources used by Citrix Support engineers every day. Course content will refresh regularly after new product versions are released. Additional training and certifications are available for an extra fee.
Meet with Citrix support engineers in this one-day training event during Synergy. Learn how to deploy, optimize, and troubleshoot mobility, virtualization, networking, and cloud technologies. You'll have the opportunity to ask questions, have in-depth discussions, and network.
|Configuration and installation assistance||Citrix Technical Support will provide general guidance and assistance with problems encountered during product installation, upgrades, or configurations. Customers who require additional assistance for things like personalized design and implementation assistance will be guided to our Sales and Services team for Partner or Citrix Consulting.|
|Premium Knowledge Center||Exclusive access to best-practice guides as well as TechEdge session content. Article subscription provides configurable alerts when articles are updated.|
* Best-in-class 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. 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.
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 for 1-365 days. Pricing is a percentage of the product SRP, plus a pro-rated amount for the time expired, plus late fee. The reinstatement fee is calculated as a percentage of the time lapsed plus one (1) full year of agreement; Recovery – if agreement has been expired for more than 365 days. Pricing is a percentage the product SRP and delivers one (1) year of program agreement from the date of transaction.
I wouldn’t work for any company that doesn't have Citrix Support. There are times that we all need guidance, and having Citrix Support gives us, the engineers, peace of mind. It’s like an insurance blanket.