eGroup Technical Support Programs for Citrix

As a premier Citrix solutions partner, eGroup can fulfill and provide direct access to Citrix technical support programs.

The following list outlines the different levels of support that are available in North America. In this list, an �incident� is defined as a single support issue and reasonable effort(s) needed to solve it.

Preferred 25

• Up to 25 incidents, in one region, during each 1-year term*
• Standard business hours (8 a.m. to 6 p.m., Monday through Friday)
• 2 named contacts*
• Quarterly Webcasts
• Monthly technical newsletter
• Assigned SAM for non-technical Relations Management Services

Preferred Extend

• Up to 50 incidents, in one region, during each 1-year term*
• 24 x 7 coverage hours
• 4 named contacts*
• Quarterly Webcasts
• Monthly technical newsletter
• Assigned SAM for non-technical Relations Management Services

Preferred PLUS

• Up to 75 incidents, in one region, during each 1-year term*
• 24 x 7 coverage hours
• 6 named contacts*
• Quarterly Webcasts
• Monthly technical newsletter
• Assigned TRM for Relations Management Services

* In order to meet the needs of your unique environment, you also can purchase additional named contacts, additional regional coverage and additional packages of 10 incidents.

To learn more about how Citrix Preferred Support Services can help you get the most out of your access infrastructure, contact eGroup at 877-eGROUP1!