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Citrix Appliance Maintenance provides a convenient way for customers to budget annually to receive technical support, software upgrades for appliances and return material authorization RMA access in the event of appliance failure. The benefits of Appliance Maintenance program include:
- Access to world class technical support - Expert assistance from experienced Citrix Technical Support engineers to diagnose and resolve any issues encountered with your appliance.
- Software updates at no additional cost - Download the latest software version for your appliances at no additional cost.
- Fast RMA replacement - Replace malfunctioning appliances in a hours or days to minimize downtime at your organization.
Citrix Appliance Maintenance Levels
There are three levels of Citrix Appliance Maintenance to choose from – choose one that suits your business needs.
| Levels | Benefits |
Gold |
- Unlimited incidents during each one-year term - 24x7x365 coverage hours - One year of software updates and bug fixes - Advanced RMA replacement for materials (one-day turnaround) |
Silver |
- Unlimited incidents during each one-year term - Standard business coverage hours - One year of software updates and bug fixes - Advanced RMA replacement for materials (one-day turnaround) |
Bronze |
- Unlimited incidents during each one-year term - Standard business coverage hours - One year of software updates and bug fixes - Standard RMA replacement of materials (10-day turnaround) |
Notes
- If an appliance is purchased without Gold, Silver or Bronze Maintenance, the Manufacturer’s Warranty coverage is 1 year on the hardware and 90 days on the software.
- Bronze Maintenance is not available for the Access Gateway product line.
| Citrix Service by Product | Appliance Maintenance Gold, Silver or Bronze |
Extended Warranty |
| NetScaler |  |
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| Branch Repeater |  |
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| Access Gateway | |
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Warranty Renewal
In the unlikely event of an appliance failure, this program entitles you to a replacement for your appliance after a diagnosis by a Citrix Technical Support engineer. This program is limited to the Access Gateway hardware appliance.
| Citrix Service by Product | Appliance Maintenance Gold, Silver or Bronze |
Extended Warranty |
| NEW Product version Software Updates |
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| Appliance Operating System Updates |
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| Technical Support (Break/Fix Analysis) |
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| Return Material Authorization (RMA) for replacement Appliance |
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Resources
- Appliance Maintenance FAQ
- Appliance Maintenance Fact Sheet
- Appliance Maintenance Technical Relationship Manager Fact Sheet
- Product Lifecycle Policy
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