We are reviewing the Support Programs for our Americas Partners. I have two questions for the Partner community:
(1) Do we need to change anything?
(2) If you believe we could all benefit from changes, what are the top three changes you would want to see?

The Online Problem Reporting and Tracking (OPRT) tool is now open to all Citrix Support Customers and Citrix Partners. This site can be accessed from the Support link on the https://www.citrix.com front page or via the following URL: https://www.citrix.com/English/SS/supportSecond.asp?slID=38676. OPRT allows you to open a Support case online, add new information and see the status and new information that Citrix Engineers have added.

I'm looking for feedback on this tool that has recently been opened to all Citrix Partners in addition to having always been open to our Customers. Citrix Support will be moving to a new CRM over the next couple of quarters and the online tools will be updated. I'm interested in understanding what is good, what needs improvement and what needs to be added to the next version of OPRT's replacement.

Hello, I'm Mike Stringer and I am responsible for the Support teams in the Americas and India. We are responsible for Supporting all of Citrix's products. I am relatively new to this role but not new to Citrix nor Citrix Support, having run our Escalation teams (which remains one of my responsibilities) for many years. I saw this avenue as a great opportunity to get closer to our Customers and Partners with the goal of gathering valuable feedback on our performance and providing insight into our direction and plans. I have asked my management team to leverage this site to ensure we are heading in the direction that YOU, our Customers and Partners need us to go in.  As the title of this post suggests, I believe Support is one of the key product features that determines Success and Customer Satisfaction with Citrix Solutions. You will be hearing from each of my direct management team members over the next week. Please feel free to start participating and I'll make sure we are very responsive. Thank you -