![]() For further details about the guidelines of the TRM service, please see the Support Services Guide Program Terms and Guidelines section. The goal of a TRM is to minimize downtime exposure through proactive advice by managing support requests through an assigned contact that is intimately familiar with your Citrix infrastructure. Content Collaboration and Work ManagementĪ Support Engineer is responsible for responding to and resolving complex customer problems by chat, web, and phone.Support Engineers Engineers are specialized in a number of Citrix products and reside in one of the following product expertise: They can also advise you on how to manage your licenses best in the These specialists are available through our Customer Service team in the Americas, APJ and through our Licensing Support in EMEA. Once that has been done, the Subject Matter Expert (Support Engineer) troubleshoots your particular issue and begins working with you on a solution.Ĭitrix Customer Service Licensing Administrator Our Licensing Administrators are available to assist you with license-related issues such as downloading or re-downloading license files, allocation, re-allocation or returns. ![]() First, they make sure your case is opened correctly in our system and verify your entitlements. There are several roles within Citrix Technical Support and each one can assist you in different ways.Ĭustomer Service The Customer Service team is your first point of contact when you log a case by chat, web, and phone. Roles within Citrix Support Citrix maintains eight Technical Support Centers throughout the world with locations in every GEO, and provide support via chat, web, and phone. ![]() Note: It will be your responsibility to remove the Partner/third party records (on your organization records if you no longer wish to have them act on your behalf. You will be solely liable to Citrix in the event any Partner/third party fails to perform. The Partner/third contact may use the Account/Org ID or Hardware Serial Number and the associated support solely on your behalf.You can then have the third party contact use your Account/Org ID or Hardware Serial Number (in case of Appliance Maintenance).In this case, you must add the Partner/third party named contact to your organization record via.You may also choose to appoint a preferred Citrix reseller or any third party named contact to act on your behalf. Adding or removing a contact to the company contact profile in Partner and Third Party Contacts.Renewal Contacts are assigned with certain rights within the and can perform actions such as the following:.If you would like to change your designated Contacts, please contact Citrix Customer Service to submit your contact change request.Updating or Changing Contacts During the initial purchase or at renewal of a support and maintenance contract, if a contact person is not submitted, a Renewal Contact will be automatically assigned to your renewal memberships based on the most frequent contact you have registered with Citrix. It is essential that you let us know when the Renewal Contact of your company changes otherwise, important notifications may not be received. The Renewal Contact receives notifications of renewals, price changes and other important account updates. The Renewal Contact is the designated primary administrative contact regarding your support option. The Technical Contact may be responsible for but not limited to support remediation (run debug tools, apply potential fixes/ workarounds, etc.). Technical Contact The Technical Contact is the designated resource available to open cases and work with the Citrix team while an issue is being investigated. These may include but not limited to the technical, renewal, and contract administration personnel. Roles within Citrix Support for Priority and Priority PlusĬustomer and Partner Roles As a Citrix Technical Support Services customer, it is important to understand the roles and responsibilities of the different contacts in your company.The relevant Citrix web pages will be updated with respect to any updates as of their effective date. This article is part of the Worldwide Support Services Delivery Guide, which focuses on delivery of support services. Please go here to view the guides full contents.Ĭitrix reserves the right to make updates to its Customer Success Services packages and requirements, at its sole discretion, from time to time, as business needs require.
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