For a complete overview of the Citrix support services delivery, resources and program guidelines and terms, please review the Worldwide Support Service Guide.

As part of your agreement, Citrix may audit license compliance as further described in the product documentation and Worldwide Support Service Guide. This requirement does not apply to the extent prohibited by law or regulation.

Citrix reserves the right to make updates to its maintenance and support packages and requirements, at its sole discretion, from time to time, as business needs require. The relevant web pages will be updated with respect to any updates as of their effective date.

*Services outlined will be performed at Citrix’s discretion.

Response Times

Citrix provides 24/7/365 for Severity 1 issues only. 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.