Service Level Agreement Citrix

There is a serious loss of service with a function of your supported product. The process continues to operate in a reduced state. General problems: If you are not sure who you need to go to to solve a satisfaction or quality of service issue, send an email to Answer – No later than the next business day. If the problem requires codefix or code level analysis, the Citrix engineering team is activated. Virtual Work Contract The Citrix nerds virtual employment contract consists of acquiring a 100-hour block work contract to work full-time for your company on long-term Citrix projects or day-to-day operational tasks. Virtual contract work is 100% based in the United States and can usually begin as early as the next business day. Your virtual contractor can connect via Citrix, Remote Desktop, VPN, GoToMeeting or Logmein and is usually scheduled for a full-time 40-hour work week during normal working hours. Get the expert services you need for your Citrix environment. Daily state reports, attendance at business meetings and conference calls, and all work is fully documented. Citrix`s contract work skills are senior levels. Comfortable monthly count. Citrix Technical Support offers a certain number of targeted response times based on the severity of the incident.

We do not guarantee periods of resolution or recovery at the aid level, without exception. Citrix Cloud was developed using industry best practices to achieve a high level of service availability. For more information on Citrix`s commitment to citrix Cloud service availability, visit the Service Level Agreement. The requirement should identify the services, define the date, time and duration of the downtime, as well as protocols or datasets that confirm the unavailability, and identify the affected users and their locations, as well as the requested technical assistance or fixes. Only one service credit is issued for the number of months, with a maximum of 10% service credit for all renewal months. The customer must present the voucher when purchasing the renewal. It is a hotfix found in Citrix`s internal knowledge base and provided in a self-uninstalling package that provides a codefix for a particular end-user problem. This problem is specific to a customer`s environment and would not be easily seen by other customers. The test tester is limited to problem tests and limited regression tests. Each hotfix, whether it is the limited version or the general version, is subject to a formal testing process. This hotfix is available when a customer calls Citrix Support and the customer environment has the specific problem created to fix the limited-release hotfix.

No service requirements are offered for Citrix trial versions, technical previews, labs or beta services. The Return Material Authorization (RMA) is part of any maintenance offer and varies by level. Customers who purchase bronze maintenance must return the device to Citrix for analysis, and Citrix will deliver a replacement unit within 10 days. Citrix will send a replacement unit within one business day for customers who acquire maintenance at the Silver and Gold level.