Citrix 2014 Annual Report Download - page 12

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6
Workflow Cloud
• 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.
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 made 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 our customers’
IT 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 distributors,
resellers, service providers 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 Citrix experts to diagnose and resolve issues encountered
with appliances. It also offers 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 when
available. The first year of Software Maintenance is required with certain corresponding product purchases.
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 guide the successful implementation of Citrix technologies and solutions through the use of
proven methodologies, tools and leading practices. Citrix Consulting focuses on strategic engagements with enterprise
customers who have complex, mission-critical, or large-scale Citrix deployments. These engagements are typically
fee-based on-site engagements for the most challenging projects in scope and complexity, requiring consultants who
are uniquely qualified with project methodology and Citrix product expertise. Citrix Consulting is also responsible for
the development of best practice knowledge that is disseminated to businesses with which we have a business
relationship and end-users through training and written documentation. Leveraging these best practices enables our
integration resellers to provide more complex systems, reach new buyers within existing customer organizations and
provide more sophisticated system proposals to prospective customers. Citrix Consulting has worked with Fortune
Global 500 companies, technology providers, and government organizations to deliver solutions that achieve their
unique technical and business objectives.
• Product Training & Certification helps enable our customers and partners to be successful with Citrix and achieve
their business objectives faster. Authorized Citrix training is available when and how it is needed. Traditional or virtual
instructor-led training offerings feature Citrix Certified Instructors delivering training in a classroom or remote setting
at one of approximately 400 Citrix Authorized Learning Centers™, or CALCs, worldwide. CALCs are staffed with
instructors that have been certified by us and teach their students using Citrix-developed courseware. Self-Paced
Online offerings, available to students 24 hours a day, seven days a week, provide technically robust course content
without an instructor and include hands-on practice via virtual labs. Certifications validate key skills and are available
for administrators, engineers, architects and sales professionals.