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Customer Success Services
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 * Success Packages
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EMPOWERING OUTCOMES


CREATE MORE VALUE WITH SUCCESS PACKAGES BUILT TO DELIVER WINNING BUSINESS
OUTCOMES.




OUR SUCCESS PACKAGES

Whether you use subscription licenses or perpetual licenses, we’ve optimized our
Customer Success Packages to drive the most value for your specific use case.


Subscription

Customer Success Services packages for customers with

Subscription licenses

Continually optimize high-value outcomes and accelerate digital workplace
transformation



--------------------------------------------------------------------------------

Core

An ever-improving foundation of self-service tools and resources to help you
become the architect of your own success.

Discover Core

--------------------------------------------------------------------------------

Advanced

Enhanced support and success resources that maximize business value and support
digital workspace transformation.

Discover Advanced

--------------------------------------------------------------------------------

Priority

A powerful blend of proactive guidance and self-empowerment through tailored
partnership with an assigned account manager.

Discover Priority

--------------------------------------------------------------------------------

Priority Plus

A fully-managed path to manifest transformational Citrix outcomes, with
customized service packages and full-time account partners.

Discover Priority Plus

--------------------------------------------------------------------------------


COMPARE PACKAGES BENEFITS

See the potential across Core, Advanced, Priority and Priority Plus packages

Success Services for Customers with Subscription Licenses

Package comparison and terms


  Feature Core Advanced Priority Priority Plus Success Success plan    
Employee experience design tools     Employee enablement and awareness
library     Employee experience measurements and alerts     Business
value maximization tools      Technical account management      

  Feature Core Advanced Priority Priority Plus Advisory Change management tools
    Cloud migration tools     Self-paced technical training    
Technical live labs      Environment optimization assessment     
Environment supportability and operational review       Customizable add-on
packages - aligned to your business objectives        

  Feature Core Advanced Priority Priority Plus Support 24x7 technical support1 
   General guidance during product configuration2      Priority queue    
  Scheduled support     40 hours 80 hours Critical situation management     
 Root cause analysis     SEV 1 SEV 1 & 2 Executive sponsor       

1 Citrix provides 24/7/365 for Severity 1 issues only. CSS Priority customers
receive 24/7/365 for Severity 1 and Severity 2 issues. Assistance with Severity
2 (site degradation) and all other issues is available during local business
hours (8am-6pm) as per regions listed in the Worldwide Support Services Guide.

2 Provide general guidance and assistance during product installation, upgrades,
or configurations. Customers who require additional assistance for requirements
like personalized design and implementation assistance can leverage our Partners
or Citrix Consulting services for fee-based design and implementation
assistance. 

Perpetual

Customer Success Services packages for customers with

Perpetual licenses

Maximize the value from your Citrix digital workplace solutions



--------------------------------------------------------------------------------

Select

The foundation of creating success with Citrix. Get market-leading technical
support response times, plus guidance, resources and tools to maximize your
outcomes.

Discover Select

--------------------------------------------------------------------------------

Priority

Tailored partnership with assigned account management for proactive advice,
expertise, and support. Get even faster response and resolution times, priority
routing and queueing, and additional resources.

Discover Priority

--------------------------------------------------------------------------------

Priority Plus

A fully-managed path to manifest transformational Citrix outcomes. Customized
service packages and full-time account partners turn your biggest ambitions into
reality.

Discover Priority Plus

--------------------------------------------------------------------------------


COMPARE PACKAGES BENEFITS

See the potential across Select, Priority and Priority Plus packages below.

Success Services for Customers with Perpetual Licenses

Package comparison and terms


Feature Select Priority Priority Plus Unlimited Support with Best-in-class
Severity 1 response time target1 
<30 min
<15 min
<10 min
Severity 1 fastest non-platform restoration target1   <6 hours <4 hours Access
to software updates and/or code releases 


Select Learning Subscription featuring training to build skills and continuously
upskill your team throughout your Citrix journey. 


Success planning tools and resources to create a personalized plan, accelerate
your project, measure progress, and ultimately drive usage to help you realize
the full value of your workspace. 


Assigned technical account management to understand your environment, business
and technology objectives, and ensure optimization of your Citrix solutions.   


Priority Queue with direct access to Priority Support Engineers for faster issue
resolution.   

Critical Situation Management to own and expedite remediation for severity 1
issues.   

Scheduled Support for change events to assist with implementations, migrations,
and updates.    40 hours  80 hours Customizable add-on packages aligned to your
business objectives, with a hand-picked team of Citrix experts focused on your
success.      


1 Program Terms and Conditions: For complete program comparison, as well as full
terms and conditions, please reference our detailed program comparison guide.
 


BIG WINS AND CLEAR VALUE FROM REAL WORLD RESULTS

Organizations that harness Citrix Customer Success Services empower great
outcomes everywhere.



--------------------------------------------------------------------------------

Customer Success provides strong customer value

90
%

Nearly 90% of customers agree Citrix Support provides a better value than other
technology vendors

TVID: AED-117-C87

--------------------------------------------------------------------------------

Increase productivity, minimize downtime and reduce IT costs

88
%

88% of surveyed IT organizations who use their CSS Select subscription to help
them increase productivity, minimize downtime and reduce IT costs, saw the
following benefits:

 * Improved business growth
 * Increased productivity

TVID: 704-407-015

--------------------------------------------------------------------------------

Deliver greater ROI with Customer Success packages

85
%

85% of customers experienced at least a 10% return on investment as a result of
their Customer Success package

TVID: DBC-97A-25C

--------------------------------------------------------------------------------

Accelerate ROI with Customer Success packages

75
%

75% of Priority and Priority Plus customers achieved return on investment (ROI)
in 9 months or less with their customer success package.

TVID: 4D8-CD9-224

Let’s get started

Request a call


AMPLIFY YOUR RESULTS WITH THESE ADDITIONAL SERVICES



Consulting

Tap into our extensive pool of expert consultants, all eager to help your
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Premium Training

Level up your team with expert training, certifications, and online learning
designed to maximize the potential of your Citrix solutions.

--------------------------------------------------------------------------------

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