Citrix 2012 Annual Report Download - page 10

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6
including GoToMeeting and ShareFile - all within an intuitive experience available on the web and across Android,
iPhone and iPad mobile devices.
• GoToTraining® is an easy-to-use and secure online training product that enables individuals and enterprises to provide
interactive training sessions to customers and employees in any location.
• GoToMyPC® is an online service that enables mobile workstyles by providing secure, remote access to a PC or Mac
from virtually any Internet-connected computer, as well as from supported iOS or Android mobile devices, such as the
iPad, iPhone, Kindle Fire, Samsung Galaxy. GoToMyPC sets up easily with a secure encrypted connection and
enables individuals to remotely use any resources hosted on their desktop just as though they were sitting in front of it.
• GoToAssist® provides easy-to-use cloud-based IT support solutions to deliver maximum uptime for people and their
computers, mobile devices and apps. GoToAssist's integrated toolset is built specifically for IT managers, consultants
and managed service providers.
Data Sharing
• ShareFile® is a secure, cloud-based file sharing and storage solution built for business. Allowing users to connect and
share data from any computer or mobile device with Internet access, ShareFile enables collaboration anytime,
anywhere. It replaces insecure and inconsistent methods of transferring large and confidential files including email
attachment, FTP and consumer cloud storage services. ShareFile protects client data throughout the storage and
transfer process, using up to 256-bit encryption and Secure Socket Layer (SSL) or Transport Layer Security (TLS)
encryption protocols for transfer and 256-bit encryption for files at rest on ShareFile servers. Password protection and
granular access to folders and files stored with ShareFile ensure that data remains in control of the company and
available to users on a need-to-know basis. ShareFile also offers a number of desktop tools that allow users to
integrate secure file exchange into their normal workflow, including ShareFile Sync, the ShareFile Plugin for
Microsoft Outlook and the ShareFile Desktop Widget. With ShareFile Enterprise, organizations can manage their data
on-premises in customer-managed StorageZones, choose Citrix-managed secure cloud options or create a mix of both.
As a customer-centric company, ShareFile also provides a custom-branded online interface, individual training and
support to every client.
License Updates and Maintenance
We provide several ways for customers to receive upgrades, support and maintenance for products.
• Subscription Advantage provides customers access to the latest product version updates when and if available during
their membership term. These updates include major changes to the product architecture and updates to the feature set
of a product. Citrix software products eligible for participating in the Subscription Advantage program come with the
first year of Subscription Advantage embedded into the cost of the product.
• Technical Support Services are specifically designed to address the variety of challenges facing access infrastructure
environments. We offer several support-level options, global coverage and personalized relationship management.
Post-sale technical support is offered through Citrix-operated support centers located in the United States, Ireland,
Japan, Hong Kong, Australia, Singapore and India. In most cases, we provide technical advice to channel distributors
and entities with which we have a technology relationship, who act as the first line of technical assistance for end-
users.
• Premier Support provides 24x7x365 unlimited-incidents worldwide support for Citrix software products covered by
Subscription Advantage. Available at the time of product purchase or with a Subscription Advantage renewal, Premier
Support is offered on a per license basis.
• Hardware Maintenance provides technical support from the Citrix experts to diagnose and resolve issues encountered
with appliances, the latest software upgrades and replacement of malfunctioning appliances to minimize
organizational downtime. Additionally, dedicated account management is available as an add-on to the program for an
even higher level of service.
• Software Maintenance combines 24x7x365 unlimited worldwide support with product version upgrades. The first year
of Software Maintenance is required with the corresponding product purchase.
Professional Services
We provide a portfolio of professional services to our business partners and customers to manage the quality of
implementation, operation and support of our solutions. These services are available for additional fees paid on an annual or
transactional basis.
• Citrix Consulting helps support the successful implementation of Citrix technologies and solutions through the use of
proven methodologies, tools and published best practices. Citrix Consulting focuses on strategic engagements with