Product Lifecycle Support Policy

While Citrix strives to produce the best quality software, it is virtually impossible to test against all scenarios and software environments. Occasionally, issues may arise which impact product performance or functionality. Customers should address these situations through the technical support programs described in the Support Programs and Services section of the Citrix web site.

Citrix lets you choose the right technical support program for your needs, with options including free web-based tools, our extensive network of solutions providers and technical support directly from Citrix.

The goal of Citrix support programs is to provide our customers with the tools and knowledge needed to identify any technical issue they have experienced. Once identified, Citrix may recommend the next steps required to resolve or prevent the issue. This may include recommendations to apply configuration changes, existing product updates or upgrades. In some situations, Citrix may determine that an escalation is required in order to further isolate the issue and potentially resolve it with a new product update. Your Citrix support representative will tell you the appropriate steps to resolve technical product issues.

For the purpose of this policy, the following support definitions apply:

Support

  • General troubleshooting of a specific issue to isolate potential causes
  • Issue resolution through applying configuration changes, existing product updates or upgrades

Maintenance

  • Resolving an issue through product code modification
  • Typically delivered via product update or upgrade
  • If a subsequent release contains the fix, the customer may be required to the upgrade to the new release

Many Citrix products progress through three lifecycle phases

When Citrix initiates a product or release through these lifecycle phases, an announcement is made on the Notice of Status Change (NSC) date and the Product Matrix Table is updated to include the specific dates for End of Sales (EOS), End of Maintenance and End of Life. For definitions of the various lifecycle dates, refer to Lifecycle Definitions.

These phases do not apply to Podio and ShareFile which feature ongoing access to the latest version while your subscription is active.

Maintenance and support during each phase

General Availability (GA) to End of Maintenance (EOM)

Upon General Availability, products are fully supported and maintained until the End of Maintenance date. Citrix will provide code-level maintenance in the form of product updates or upgrades. To receive continued maintenance, Citrix customers may be required to update or upgrade to a newer version of the product. For information on technical support, refer to Support Programs and Services.

End of Maintenance (EOM) to End of Life (EOL)

After a product release reaches its End of Maintenance date, no further code-level maintenance will be provided; however, the product will continue to be supported until it reaches End of Life.

End of Life

Once a product release reaches its End of Life date, the customer may continue to use the product within the terms of product licensing agreement but the available support options will be limited. While there may be historical information in the Knowledge Center or other online resources, it is no longer updated and is provided on an as-is basis. The customer will be using the product within the terms of the product license as-is.

The Product Lifecycle Support Policy is intended exclusively for the benefit of Citrix customers with respect to the products they purchase. It is not intended to benefit any third parties or apply to any third party products. Citrix reserves the right to make changes to its Product Lifecycle Support Policy, for all products or a particular product, at its sole discretion, from time to time, as business needs require, without notice. The Product Lifecycle Support Policy web pages will be updated with respect to any changes as of their effective date.

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