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Support Maintenance for ADC


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Hi,

 

This is completely a non technical query. I would like to know the difference between Gold & Silver support for maintenance on ADC. I see in the portal that Coverage hours is "Business hours".

 

Is this a US Business hours or the location the product is installed (Sweden)?

Does this coverage hours mean for reporting & troubleshooting issues with Citrix? Or just for RMA related cases?

 

Please can someone assist here.

 

Thank you.

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Hi,

 

Gold is 24/7 support. Silver is business hours only ( yes business hours to where the account is located ) both support agreements cover support not just RMA.

https://www.citrix.com/support/additional-support-options.html#tab-71533

 

For further details reach out to your account manager or sales rep they will be able to provide more info and help you with what suits your needs.

 

Val 

 

 

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Val is right. In addition: No matter which kind of support you have, it turns out to be not a good idea to rise your ticket not later than 2-3 hours before end of business hours, as it will get transferred into an other geo as soon as the local Citrix support stuff ends their shift. I even tend to rise them before lunch time.

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