Citrix Support Incidents Review Policy

Introduction
How to request an incident review?
Frequently Asked Questions [FAQ]

Please note:

www.citrix-channel.com contains information for partners and customers in EMEA only. For information on support outside Europe, Middle East & Africa please go to www.citrix.com/support.

1. Introduction


Citrix Support contracts are set up with an annual limit of incidents that can be logged with Citrix Technical Support™. The number of cases varies depending on the type of contract.
Citrix Technical Support provides technical assistance and support as a contractual service. When a customer or a partner logs a case, our Subject Matter Expert engineers must spend time and resources to resolve the issue. For each query submitted, an incident (case) is normally charged against the contract.

Citrix, however, recognizes scenarios where the incident is not charged against the contract. Those situations are covered below.


2. How to request an incident review?


When the partner has reached 80% the total number of cases specified under the contract, an email should be send to support.feedback@eu.citrix.com and a case review requested. Technical Support will review all the cases logged and will then inform the partner within 5 business days if there are any cases to be credited for reuse. 
 
The use of credited incidents is valid during the one-year period of the contract. Credited cases cannot be carried over upon renewal of the contract.

2.1 Criteria to review an incident

The following cases will be credited to your incident pool after a case review analysis:

  • Case logged to request an existing Limited Release hotfix (not available on the Citrix website)
  • Case logged to request an international version (Spanish, German or French) of an existing English hotfix (after confirmation that the private fix solves the issue and the case has been escalated)
  • Case logged to request that a feature or an idea be logged into our enhancement request database for a future Citrix products   
  • Any incident related to the following products  will qualify for crediting if logged before December 31st 2009 - refer to point 3.1 for further details

    • - Citrix Branch Repeater
    - Citrix Provisioning Server
    - Citrix XenServer
    - Citrix XenDesktop
 Note
  • If the case requires involvement of our Dev analysis team or Escalation team during the technical analysis of the incident, the case may be charged, as this will involve deep investigation of memory dumps, CDF traces, etc.
  • Cases that are closed due to lack of feedback from the partner or customer cannot be credited, even if they are included in the criteria above.
 
2.2 Criteria for not charging an incident

The following incidents will not be charged against your incident pool at the time of case logging:
  • Hardware Return Merchandise Authorization (RMA)
  • Technical issues related to licensing (serial code/ activation code not accepted by server, unable to activate keys on license server, server refusing license file, etc.)
If you still have questions regarding this document, please feel free to contact us via email at support.feedback@eu.citrix.com.

 

3. Frequently Asked Questions (FAQ) 


3.1 Does this mean that partners will be able to log unlimited number of cases for the products described above until the cut off date?

Partners will be able to log as many cases as needed. However, Citrix Technical Support reserves the right to reject cases that do not fulfil the minimum requirements such as documentation of any troubleshooting steps taken and/ or additional minimum information of the customer environment. 
 
3.2 How far will this go back?

Cases logged (for the products described above) from 1st of January 2009 onwards could be refunded.
 
3.3 How often is this policy being reviewed?

We reserve the right to amend or change our case review policy any time and we reserve the right to make such changes without the obligation to notify current or prospective partners.

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