Premier Support
Citrix Premier Support provides 24x7x365 unlimited-incidents worldwide support for Citrix software products covered by Subscription Advantage. Available at the time of product purchase or with a Subscription Advantage renewal, Premier Support is offered on a per license basis.
Supported Products*
- XenApp
- XenDesktop
- XenServer
- NetScaler VPX
- Branch Repeater VPX
- NetScaler Gateway VPX and Universal Licenses
- CloudGateway
- EdgeSight
- Provisioning Server
- Application Streaming for Desktops
*Excludes free product editions
Detailed Features
| Feature | Description |
| Technical support coverage hours | Worldwide 24x7x365 |
| Regional availability | Americas, APAC, EMEA and Japan |
| Number of support incidents | Unlimited |
| Support type | Reactive |
| Remote support | Using Citrix GoToAssist, ranked #1 remote support service by IDC, technical support engineers quickly resolve complex issues using screen sharing, chat and other tools |
| Languages supported | Nine supported languages across our global support centers during local business hours including English, Spanish, Portuguese, French, German, Cantonese, Mandarin, Korean and Japanese |
| Number of admin contacts per support agreement |
Unlimited |
| Agreement term |
|
| TechEdge technical support training | Citrix TechEdge is a one-day training event on the latest troubleshooting techniques, methodologies, and diagnostic tools from Citrix technical support escalation engineers. TechEdge is held during Citrix Synergy. |
| Required at time of product purchase | No |
| Program criteria |
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