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Customer Success Services: Priority Plus
Get priority support
  • Guide
  • Monitor
  • Enable
  • Support & Maintain
  • další

    We’ve unified Citrix solutions and our portfolio. Další informace

    Welcome to
    Priority Plus

    Customized,
    preventative support

    Woman and man talking

    Your success is our priority.

    Priority Plus gives you support that goes further – with customized services designed specifically for your Citrix solution.

    Read on to learn how you can use Priority Plus to help you minimize risk, accelerate adoption and maximize the value of your Citrix solution.

    As a Priority Plus customer, you have:

    An assigned Technical Account Manager

    We learn about your mission-critical environment and ensure your Citrix solutions deliver maximum business value

    Success planning

    We make sure your Citrix environment always supports your business objectives

    Environment Supportability and Operational reviews

    We give you even greater return on your investment by optimizing supportability

    Priority Queue

    Enjoy your direct access to Priority Support Engineers to help resolve your issues quickly

    Critical Situation Management

    For severity one issues, our <10-minute initial target response time and <4-hour restoration targets help accelerate remediation for your most important cases

    Up to 80 hours of prescheduled support

    Get expert assistance for your change events related to implementations, migration and updates

    See how you can take advantage of:

    • Guidance and success planning from your Technical Account Manager
    • Supportability and Operational Reviews, plus remote, proactive monitoring
    • eLearning courses to develop skills throughout your organization
    • Highest-priority access to Support Engineers and Critical Situation Managers
    Woman showing man phone contents

    Guide

    Your assigned Technical Account Manager will learn about your mission-critical environment and make sure your Citrix solutions run smoothly and deliver maximum business value.

    They'll develop your success roadmap to lower complexity and risk, improve supportability, increase adoption, simplify upgrades and monitor progress against your success plan.

    As a Priority Plus customer, you have the ability to customize service features such as global resources in multiple geographies and dedicated technical resources. You also have an assigned VP Support Sponsor – a member of our senior executive team who will ensure all issues are dealt with promptly.

    Monitor

    Your Technical Account Manager will deliver proactive insights to help you minimize risk and downtime.

    They’ll conduct periodic Environment Supportability reviews, to identify product versions and configurations, use cases, trends, risks, barriers to adoption and opportunities to optimize supportability, for even greater return on your investment.

    With add-on Managed Services, your expert team can also monitor and proactively manage your Citrix infrastructure for you – leaving you free to use internal resources elsewhere.

    Address issues before they get serious

    You also have a range of tools to help you proactively monitor and manage your solution so minor issues don’t become major problems.

    Use Citrix Smart Tools or Call Home to schedule regular, automated health checks of your Citrix environment. And use Citrix Workspace Environment Management to optimize application response times with intelligent resource management.

    • Learn more about Workspace Environment Management
    • Learn more about Call Home
    • Go to Citrix Smart Tools
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    Enable

    You and your team can build your skills with unlimited, on-demand access to the Select eLearning Subscription, which is continually refreshed as new product versions are released.  

    And join us at our TechEdge event to learn the latest techniques and best practices straight from our experts.

    • Find the right eLearning course for you
    • Register to attend TechEdge
    Man using phone

    Support and maintain

    You have unlimited 24/7/365 access to award-winning technical support from dedicated Priority Support Engineers:

    • Priority Queue with direct access to experienced Priority Support Engineers
    • <10-minute initial response target for severity one issues
    • <4-hour restoration target for severity one issues
    • Priority Critical Situation Manager to take ownership of rapid restoration
    • Root-cause analysis to prevent critical issues from reoccurring

    And for change events, such as implementations, migrations and upgrades, you can schedule up to 80 hours of expert support to ensure a smooth transition.

    • Open a support case by calling your exclusive phone number
    • Otevřít případ podpory online
    • Chat with a Technical Support Engineer

    Get tools to accelerate your success

    Priority Plus also gives you immediate access to Citrix Virtual Apps and Desktops Long Term Service Release, the latest product updates and new releases, and tools to streamline and simplify management and troubleshooting in your Citrix environment.

    • Discover the latest Citrix Virtual Apps and Desktops LTSR
    • Download the latest product updates
    • Download the latest product upgrades
    • Learn more about Citrix Smart Check
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