These customers receive 24x7 support for their business-critical enterprise environments, as well as personalized Citrix account management. Enterprise Support Services are Citrix's premiere level of tech support. In addition to account management and direct access to Citrix's most experienced support engineers, Enterprise customers receive beta software, proactive system analysis and information, and other preventative services. Every Enterprise customer is assigned to a Citrix Account Manager who is responsible for developing an in-depth knowledge of the customer's IT environment, system configuration and technical support. This personal knowledge is key to ensuring responsive service and the quickest possible resolution of technical issues.
Account managers provide proactive communications and track all customer incidents until resolution.
Account managers are particularly important in the event that an issue requires the help of the Support Escalation Response or Development teams. Account managers coordinate problem escalation, utilize expert resources from Citrix and provide regular management updates. Enterprise customers are also provided with an expedited response schedule according to incident severity for all escalated incidents. Enterprise customers also receive an on-site system health audit from a Citrix Systems Engineer. Working with your CSN solution provider, the Citrix Systems Engineer will travel to the customer site to evaluate your server-based computing environment.