Frequently Asked Questions on Technical Support
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What are the options for Citrix Solution Advisor Partner Support? |
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What add-on options are available for Citrix Solution Advisors? |
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These options are only available if the basic PIN (Agreement) has been purchased. |
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When can add-on incidents be purchased? |
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| A | Add on options can be purchased any time during the Citrix Solution Advisor membership period. |
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Will incidents be rolled over? |
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| A | Left over incidents cannot be rolled over from one period to another. |
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Q |
How can Citrix Solution Advisor Silver partners purchase Technical Support? |
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| 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 Solution Advisors Silver membership. If Citrix Technical Support is purchased, it must run in line with the annual Citrix Solution Advisor membership agreement. |
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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? |
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| A | Yes, support is mandatory for all CSA Gold resellers. |
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Q |
Who is eligible for Citrix Solution Advisor Support? |
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| A | Only certified professionals are eligible to receive Citrix Technical Support as according to their membership contract and product certification. Partner technical named contacts will be supplied with an individual service ID number (PIN/Agreement) for contacting Technical Support which can not be transferred to a third person The certification of a technical named contact is tied to the level of support this person will receive. That means technical named contacts will receive support for any products they are certified for. |
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Q |
What is an Agreement/ PIN Number? |
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| A | An Agreement/ PIN number identifies the certified technical professionals who are eligible to obtain Preferred Citrix Technical Support. Please be aware that an Agreement ID/ a PIN number will be issued on an individual basis and can not be transferred to a third person. |
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Q |
How do I contact Citrix Technical Support? |
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| A | You can contact Citrix Technical Support via www.mycitrix.com and log a case via the website. Alternatively you can call Citrix Technical Support. Please click here to get toll free telephone numbers. |
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Q |
What products are supported through the Citrix Solution Advisor Support program? |
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| A | All Citrix Products except Citrix Online Products. |
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Q |
What languages are supported at Technical Support? |
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| A | The main language for technical support is English, where possible we also try to accommodate German, French and Spanish. |
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Q |
If a support incident has been re-defined as a bug, how will it affect the allowed incident allocation? |
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| 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 80% of the total number of cases specified under the contract, you may request a case review with Citrix Technical Support via support.feedback@eu.citrix.com. We will credit cases for re-use in accordance with our Case Review Policy. |
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Q |
Who can I talk to for general information on the Citrix Solution Advisor programs or Citrix Solution Advisor Support? |
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| A | Partner Operations will deal with all general questions from resellers regarding Citrix Solution Advisor programs, associated requirements and support options. |
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Q |
What are the standard levels of services I can expect from Technical Support for each program? |
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| 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. |
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Q |
My end-user customer would like to receive Technical Support. Whom should the end-user contact to get Technical Support? |
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| A | Endusers who wish to receive direct support from Citrix for software products will have to purchase a Preferred Support Contract. Such contracts can be purchased from Citrix Solution Advisors or from Citrix Authorized Distributors. More information on the different support options can be found here. If your enduser has purchased one of the Citrix Preferred Support options, but did not receive a Service ID/ PIN number, please contact support.feedback@eu.citrix.com. End-users who did not purchase any support will get support via their Preferred Reseller. |
EMEA based Citrix Solution Advisors please note:
Please note that Technical Support Service Requests should be opened using the “Technical Support” option within the main selection list. If you do not see this option you are currently not entitled to receive Technical Support. Selecting the option “Customer Service” with sub-category “Technical Support” or any other sub- category will not result in a technical support service request being opened and therefore will not reach our Technical Support department. If you wish to purchase Citrix Technical Support, please contact PartnerOperationsEMEA@eu.citrix.com.
