Citrix Customer Success Services - Select

Start minimizing risk and maximizing return

Whether you’re in the cloud, on premise, or anywhere in between, Customer Success Services Select provides a new kind of engagement. One that doesn’t just keep you up and running, but ensures you’re getting the greatest possible value from your Citrix software investments.

Our new, industry-leading Select offering delivers:

  • Anytime access to deep expertise for installation, configuration, and problem resolution, plus product version updates and upgrades.

  • Exclusive use of tools, analytics, adoption insights, and cloud services enabling proactive monitoring and issue prevention.

  • Unlimited online training, so you and your organization can continuously build and develop skills.

  • Real-time contact with Citrix experts and best practices for assistance with planning new deployments, upgrades, and migrations.

Detailed Features

Support & Maintenance

Feature

Description
Software updates and upgrades

Access to software updates and upgrades as they become available.

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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.

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Anytime, unlimited Technical Support

Unlimited access to Technical Support via phone, web, and live chat. (See Best-in-Class Response Times for Hours of Operation).

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Number of technical contracts per contract

Unlimited customer contacts may be designated to open and manage cases.

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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.

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Live chat

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.

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Supportability pack

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.

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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.

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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.

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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.

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Monitoring

Feature Description
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.

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System Monitoring  

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.

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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.

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Enable

Feature Description
All-access 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.

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TechEdge

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.

Learn more.

Guide

Feature Description
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.

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Premium Knowledge Center

Exclusive access to best-practice guides as well as TechEdge session content. Article subscription provides configurable alerts when articles are updated.

Learn more.

*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.

Disclaimers:
A one-year Customer Success Services subscription will be required with all Software purchases, with the option to renew for subsequent years.

Select is sold and compliance is managed by product line. A customer must maintain active Select on all assets purchased for a given product line to receive the benefits described above.

Customers can purchase Select in one (1) year increments up to a maximum of five (5) years. Select 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. For support on End of Life products, please see Extended Support.

Select 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.

Additional services to consider:

Utilizing a Technical Relationship Manager (TRM) is a highly effective way to support and maximize the performance of your software investment. A TRM offers you a designated, highly trained single point-of-contact that has extensive experience delivering Citrix solutions and is equipped to troubleshoot and resolve complex issues quickly. With over 200 TRMs, touching over 1,300 organizations, our goal is to minimize downtime to your business with proactive solutions.

Reasons to consider the TRM Service:

  • Proactive management for your environment
  • Designated advocate at Citrix
  • One-to-one relationship
  • Reduced support costs and risks

Put yourself or your team in front of a Citrix expert, and enjoy practical, targeted training – with the chance to discuss your actual challenges, and ultimately get certification to prove your expertise.

Our classes offer:

  • Support individual students or groups
  • Can be delivered on-site, at a training center, or remotely
  • Customized to suit your business needs

Whether you’re just beginning your journey with Citrix, or have a Citrix environment in place that needs attention or optimization, our experts are here to tackle your toughest challenges. Citrix Consulting is available remotely or on your site.

Citrix Consulting Services will work with you to:

  • Accelerate project delivery
  • Mitigate project risk and shorten time to value
  • Stabilize, optimize and manage your Citrix environments

Servicing options for XenApp and XenDesktop

SWM Customers can opt to implement a Long Term Service Release of XenApp and XenDesktop to receive 5 years of mainstream support and 5 years of extended support for a single release or frequently implement Current Releases of XenApp and XenDesktop for access to the latest features and enhancements.

Learn more about Long Term Service Release.

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.
Luis Hernandez
Sr. Windows Administrator
Infogroup

Call us directly at

Madrid +34 91 414 9800
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Select Fact Sheet
Browse the features and benefits of the Select Program.

Frequently Asked Questions
Find answers to FAQs about our services and benefits.

Welcome to Select Services
Onboarding documentation and resources to get started.