Step 1: Open een ondersteuningsticket
- Contact Citrix to open a support case
- Customer Service verifies your support entitlement
Stap 2: Engagemewnt with Software or Hardware Technical Support team
A Software or Hardware Support Engineer works with you to identify the issue and begin troubleshooting. This may involve:
- Requesting more information, traces
- Reproducing the issue
- Gaining remote access
- Requesting the installation of hotfixes or upgrading to a new software version
- Implementing a workaround
- Testing a solution in a non-production environment
- Requesting to open a ticket with a third-party vendor
A Support Engineer may engage a Senior Engineer when necessary. Once all action items have been completed, if the Support Engineer cannot resolve the problem and no progress is made on the case, it may be transferred to the Citrix Escalation team.
If the issue requires a code fix or code-level analysis, the Citrix Engineering team will be engaged.
Stap 3: Close a Support Case
Before closing a support case, you will be asked to confirm that the issue has been worked to your satisfaction and that the support case can be closed. After the closure, a summary will be sent to you with a description of the problem and the reason for closure or resolution. After case closure, you may receive a survey to ensure your case was worked to your satisfaction.
Other reasons for closing a support case may include:
- You are not entitled to support from Citrix Technical Support
- No response has been recieved after several attempts to contact you
Progress of your Support Case/Updates
To review the progress of your case,please log in to www.citrix.com/MyAccount.
Support Case Severity
The case severity is determined mutually by the Support Engineer and the customer according to the severity description. Severity levels will not increase once mutually established but may be reduced per Citrix's reasonable discretion.
Support Case Closure
Your support case will be closed when it is resolved, no further troubleshooting is possible or you authorize the engineer in an e-mail to close the case. Your case will also be closed if no feedback has been received by you within a specified time frame.
Reopening a support case: You will have 30 days from the support case closure to reopen a request if necessary. If the 30 days have lapsed, a new support case will be opened. Reassignment of the support case - In situations where your support case needsto be re-assigned (e.g., holidays, sick leave, or escalation to a senior engineer or an engineer with additional skills, etc.) you will be informed who to contact going forward.