Frequently Asked Questions on Technical Support



Q
What are the options for Citrix Solution Advisor Partner Support?
A
Citrix Solution Advisor Silver – OPTIONAL
  • Up to 10 incidents, in one EMEA region, during each 1 year term
  • Basic coverage hours
    (8 a.m. – 6 p.m. GMT)
  • 4 named contacts

 US $ 2,000
EUR 1,600
GBP 1,110
Citrix Solution Advisor Gold – MANDATORY
  • Up to 20 incidents, in one EMEA region, during each 1 year term
  • Basic coverage hours
    (8 a.m. – 6 p.m. GMT)
  • 6 named contacts
  • Web support (OPRT)
  • Fixed response times
 US $ 3,500
EUR 2,800
GBP 1,945


Q
What add-on options are available for Citrix Solution Advisors?
A
Contacts
 1 named contact US $ 1,200 EUR 960
 GBP 670
Incidents
 5 additional incidents US $ 1,000 EUR 800
 GBP 560

These options are only available if the basic support agreement has been purchased.

Q
When can add-on incidents be purchased?
A Add on options can be purchased any time during the Citrix Solution Advisor membership period.

Q
Will incidents be rolled over?
A Left over incidents cannot be rolled over from one period to another.

Q
How can Citrix Solution Advisor Silver partners purchase Technical Support?
A Citrix Solution Advisor Silver support can be purchased by contacting Citrix Partner Operations.  Please click here to get further details on the purchasing process.

This option can be purchased any time during the CSA Silver membership. If Citrix Technical Support is purchased, it must run in line with the annual Citrix Solution Advisor membership agreement.
 

Q
I’m a CSA Gold partner and I do not want direct Technical Support from Citrix, do I still have to pay the annual fee of USD 3,500?
A Yes, support is mandatory for all CSA Gold resellers.


Q
Who is eligible for Citrix Solution Advisor Support?
A Only certified professionals are eligible to receive Citrix Technical Support as according to their membership contract.

Q
What products are supported through the Citrix Solution Advisor Support program?
A All Citrix Products except Citrix Online Products.

Q
What languages are supported at Technical Support?
A The main language for technical support is English, where possible we also try to accommodate German, French and Spanish.

Q
If a support incident has been re-defined as a bug, how will it affect the allowed incident allocation?
A The support incident, which has been identified as a bug, will initially count towards your pool of purchased incidents. However, if you have reached the total number of cases specified under the contract, Citrix Technical Support will automatically review all the cases logged. We will then inform you if there are non-charged cases that can be reused.

In addition, you can request review of a case by sending an email with the
case number and the reason to support.feedback@eu.citrix.com.

Use of non-charged incidents is only valid during the one-year period of the contract.

Q
Who can I talk to for general information on the Citrix Solution Advisor programs or Citrix Solution Advisor Support?
A Partner Operations will deal with all general questions from resellers regarding Citrix Solution Advisor programs, associated requirements and support options.

Q
What are the standard levels of services I can expect from Technical Support for each program?
A Citrix Technical Support will commit to response times for CSA Platinum and CSA Gold resellers’ issues. For a complete list of the response times please refer to Exhibit A of the Partner Support Services Agreement.

Q
My end-user customer would like to receive Technical Support. Whom should the end-user contact to get Technical Support?
A Preferred Support Contracts for software products, Maintenance for Application Networking Products and XenServer Support Contracts can be purchased from Citrix Solution Advisors or from Citrix Authorized Distributors.

Q
How can a reseller get Citrix NetScaler, Citrix Application Firewall, Citrix WANScaler, Citrix Provisioning Server or Citrix XenServer Support?
A Citrix NetScaler, Citrix Application Firewall, Citrix WANScaler, Citrix Provisioning Server and Citrix XenServer support is provided through Dublin Technical Support Centre under the standard Citrix Solution Advisor support packages. All callers need to have an appropriate certification as well as an appropriate Service Agreement number (according to product), which will be provided to resellers through Partner Operations.

Please click here to get toll free telephone numbers.



Q
How can an end-user get Citrix NetScaler, Citrix Application Firewall, Citrix WANScaler, Citrix Provisioning Server or Citrix XenServer Support?
A Citrix NetScaler, Citrix Application Firewall, Citrix WANScaler for end-users will be sold through a maintenance offer. Citrix XenServer support for end-users will be sold through XenServer support contracts. Citrix Provisioning Server support for end-users will be sold through Preferred Support contracts. More information on the different support options can be found here.

There is no need to sign a contract for Citrix Maintenance options or Citrix XenServer support contracts. After purchasing a maintenance or XenServer contract, end-users are required to submit a form with the end-user’s named contacts.

If your end-user purchased a direct agreement with Citrix, but did not receive a Service Agreement number, please contact support.feedback@eu.citrix.com.

End-users who did not purchase any support or maintenance option will get support via their Preferred Reseller.

Q
Citrix NetScaler and Citrix Application Firewall support for resellers?
A Citrix NetScaler and Citrix Application Firewall support for resellers will be provided through the standard Citrix Solution Advisor support packages or Distributor Support as long as the technical contacts are certified accordingly.

Separate Citrix NetScaler agreement numbers will be provided to the certified technical contacts by technical support. These agreements will be linked to the pool of incidents a reseller receives. Additional incidents can be purchased as described above (question 2). For example a Citrix Solution Advisor Gold can use the 20 incidents they have for support on Citrix Presentation Server/Password Manager and Citrix NetScaler/ Application Firewall, as long as the named contact fulfills the certification requirements for the corresponding program/products.

Q
What is a Service Agreement Number?
A A Service Agreement number identifies the certified technical professionals who are eligible to obtain Citrix Technical Support.

For Citrix NetScaler/ Application Firewall support a specific Service Agreement number is issued, to distinguish the particular nature of the technical help provided. Only by using this specific agreement number the reseller or Distributor will be able to open a case for Citrix NetScaler/ Application Firewall support.

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