Citrix Software Maintenance Changes: Upgrading to Customer Success Services

October 25, 2016
Editorial Staff


Editorial Staff

On January, 1st 2017, Citrix changed their support requirements. The policy now requires all customers with Subscription Advantage (SA) to upgrade to the “Customer Success Services” program. Traditional Subscription Advantage was a support mechanism, entitling customers to version updates, hot-fixes, etc. during the term of their contract. The new Customer Success Services program provides these same entitlements, in addition to a variety of new features, such as 24/7 phone assistance, proactive monitoring, online enablement training and technical support.

While this service can be very useful to some customers, most are being forced into this upgrade by Citrix. Additionally, “Select”, the support program for Customer Success Services, costs roughly double compared to Citrix SA. Only existing customers were able to renew their Subscription Advantage before July 1st, 2017 and multi-year renewals placed before July 1st will be honored through to their expiration date.

SoftwareONE’s Citrix Commercial & License Analysis Service

If you’re a Citrix customer who planned on keeping the Subscription Advantage active in years to come, this requirement likely impacted your maintenance costs from 2017 onwards. If that’s the case, we have the expertise and a partnership with Citrix to help develop a cost avoidance strategy as well as budget for the coming years.

SoftwareONE’s Citrix Analysis Service is designed to educate customers around Customer Success Services requirements and provide options as to how they can save money on a proactive/multi-year renewal. This will effectively help you avoid the maximum renewal cost after the Subscription Advantage program has phased out.

Via the service, SoftwareONE negotiates with Citrix for a deeper discount on the proactive opportunity, and delivers to you 2-3 financing options to help you budget accordingly, including upfront cost savings, cost avoidance strategies, and ways to purchase via financing, if needed.

For more information about this service or to discuss your Citrix workloads, engage with a SoftwareONE Citrix expert.


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