Customer Success Services (CSS) Priority and Priority Plus

Der er løsningstilbud til både lokalt, cloud og hybrid

Your success is our highest priority. Our premium-level offerings feature personalized, proactive services from an assigned technical account manager who will work with you to implement and optimize your Citrix solution, minimize risk, and achieve your business and technology goals. With Priority you will have elevated level of reactive support when you need it most, with direct access to Priority Support Engineers who will provide you rapid response and resolution.

Faktablad for CSS Priority
Faktablad for CSS Priority Plus
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Citrix Customer Success Services - Priority & Priority Plus

Priority & Priority Plus overview

CSS Priority and Priority Plus Comparison

Funktion Priority   Priority Plus:
Assigned Technical Account Manager to understand your environment, business and technology objectives, and ensure optimization of your Citrix solutions.
Priority Customer Success Manager*
Få en bedre kundeoplevelse med din Priority Customer Success Manager. Din Priority Customer Success Manager er din dedikerede cloudforvandlingsekspert, der arbejder sammen med dit Priority Support Team om en samlet succesplan, der opfylder dine forretningsmål.

*Eligibility criteria applies for the Priority Plus Customer Success Manager must be a  Priority for Cloud customer with $1M minimum annual contract value or a Priority Plus for Cloud customer.
Success planning to help you meet your desired outcomes with your Citrix solution.
Priority Queue with direct access to Priority Support Engineers for faster issue resolution.* <15 minute response time for severity 1 issues <10 minute response time for severity 1 issues
Environment supportability and operational review to minimize risk and downtime through proactive insights.
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 timer 80 timer
Customizable add-on packages aligned to your business objectives, with a hand-picked team of Citrix experts focused on your success.
  
Executive level sponsor to act as your advocate and ensure your requirements and issues are dealt with promptly.  
Ansvarsfraskrivelser og programbetingelser

Ansvarsfraskrivelser
* Fastest response times are based on competitive offerings in the same industry and price tier. 24/7/365 Support - Citrix provides 24/7/365 for Severity 1 and 2 issues only. Assistance with all other issues is available during local business hours, Monday -Friday excluding local public holidays. America - 8:00 a.m. to 9:00 p.m., EMEA - 8:00 a.m. to 6:00 p.m., APAC - 8:00 a.m. to 5:30 p.m., Japan - 8:00 a.m. to 5:30 p.m.

Program Terms

Gennemse vejledningen Globale supporttjenester for at få et komplet overblik over vores Citrix-supporttjenester, -fordele og -retningslinjer. Du accepterer igennem dit køb af Citrix Support-tjenester, og i det omfang det er tilladt efter gældende lovgivning, at Citrix kontrollerer licensoverensstemmelse i henhold til licensoverensstemmelsesbetingelserne forklaret på: https://www.citrix.com/about/legal/product-license-compliance.html

For at kunne modtage CSS-fordele skal kunder have aktivt CSS for 100 % af deres licenser inden for en produktkategori og under et enkelt ORG-id. Dette er kendt som "All-in-reglen".

Delvis CSS-dækning inden for en produktkategori er ikke tilladt. Hvis en kunde har licenser, der ikke længere er i brug, har denne kunde mulighed for at ophæve sådanne licenser permanent for at udelukke dem fra licenspuljen, for hvilken CSS er indkøbt. Licensoverførsler til nye eller eksisterende ORG-id'er med det formål at undgå All-in-reglen er ikke tilladt. Kunden må ikke forlænge CSS-fordelene for en licens, der ikke har en aktiv CSS-aftale.

Overholdelse vil blive overvåget, og uden at afstå fra andre retsmidler forbeholder Citrix sig retten til at afbryde CSS-fordelsrettigheder og fakturere en kunde for eventuelle CSS-gebyrer i tilfælde af manglende overholdelse.

Kunder kan købe CSS i (1)-årsintervaller op til maksimalt fem (5) år. CSS er tilgængelig under et produkts mainstreamsupport samt udvidede supportperioder. Når en produktversion når datoen for End of Life, er sikkerhedsrelaterede hotfixes, teknisk support og produktdownloads ikke længere tilgængelige.

På tidspunktet for opgradering til Priority skal alle softwarelicenser opgraderes (dvs. kunden må ikke have en blanding af Select- og Priority-tjenester tilknyttet sine softwarelicenser)*

* Der gælder regler om overholdelse af serviceniveau. Service Level Compliance requires the customer to maintain the same CSS level of service across all software product lines (on-premises/perpetual and termed/annual software licenses). I tilfælde af at serviceniveauet ikke overholdes, vil kundens support være det laveste af deres aktive serviceniveauer. Kunder vil blive underrettet om manglende overholdelse. Der vil ikke være mulighed for refusion.
 

The Priority queue is an extreme life saver. We get direct interactions with the engineering section of Citrix. They take the time to understand intimately what my environment looks like and understand our hardships and then they take that back into their teams and make a great recommendation for us. In my opinion I think my other vendors out there need to follow suit of what Citrix is doing with the support program.
Warren Madridejos
Team Lead Systems Engineering
Baptist Health System

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