Citrix provides two forms of support for XenServer products: you can receive free self-help support via this web site, or you may purchase Support Services and directly submit requests by filing an online Support Case.
Our objective is to find a configuration change, code change or workaround that will provide you with a satisfactory solution and meet your business requirements. Citrix offers the following paid XenServer Support Services programs:
- Base Support: This offering enables you to log in to the Support Services system and file Support Cases. A Technical Support Engineer will be assigned to your case and you will be notified of any activity via email during the resolution process
- Gold Support: This offering includes the Base Support offering, and additionally enables you to place a phone call to Citrix Support to file Support Cases, and to obtain real time assistance on your XenServer product. A Technical Support Engineer will be assigned to your case and you will be notified of any activity via email during the resolution process, and contacted by phone if necessary to make progress on your issue. In addition, the Gold Support offering has enterprise class SLAs.