CCAT Troubleshooting Training

Engaging Support
April 2012

Citrix Consulting Architecture Team

Agenda

Overview Technical Support

Engaging Support Tips and Tricks
Key Takeaways
Overview of Citrix Technical
Support
Worldwide Support Centers

Dublin

Seattle Alpharetta
Germany
Boston Korea
Dallas England

Bangalore
San Jose
Hong Kong
Ft.Lauderdale

Malaysia

Sydney
Overview of Citrix Support
TRM
Customer

Frontline/Offline
XenApp

XD/PVS/ES

XenServer

SG/AG/Web TRM

NS/AGEE/BR

Escalation Support Team

Critical Situation / CritSit
(SMART Team)
Development/Engineering Team
Frontline Teams

XenApp

Frontline/Offline
XenDesktop, Provisioning Server, Edgesight
XenApp

XD/PVS/ES

XenServer
XenServer
SG/AG/Web

Secure Gateway,
NS/AGEE/BRAccess Gateway
Standard/Advanced, Web Interface

Networking Team: Netscaler, Access Gateway

Enterprise, Branch Repeater
(Note: Not covered under software support contracts)
Escalation Team

The ultimate owner of a Citrix software defect

Reproduce customer issues in-house
Develop temporary and permanent workarounds
Analyze network traces, application and system crash
dumps
Develop scripts and tools

Citrix Confidential - Do Not Distribute

Escalation Team

Use source code access to troubleshoot issues

Liaise with product Citrix Lifecycle Maintenance Team
(LCM) to generate hotfixes
Liaise with product LCM Team to develop additional built-in
troubleshooting into the Citrix code base (expand on CDF
Tracing)
Develop technical communication channels between Citrix
and our partners (example: Microsoft, HP)

Citrix Confidential - Do Not Distribute

Engaging Support Tips
and Tricks
Support Tracking

Know your Support Agreement# - Reach out to Karina

Web URL - http://oses.citrite.net/search/query/search (Select Siebel -
Paste your SR#)
If the customer has a Support Agreement #, always use it first.
When to Engage Support

Highly visible customer project (IR, Build)

When you have exhausted all resources
When there is a product defect
Keep in mind:
Engaging Support is a time consuming process
Avoid calling support for configuring basic stuff!
Support Tracking To be successful

Compile all the necessary information about the environment

Product version
Issue
How to reproduce the problem?
Screenshots if any?
Support Tracking To be successful

Once the SR# is created send all information to

Citrix Technical Support Mailbox NA techsupport_na@citrix.com
Subject: SR# <SR number>
This will save you several excruciating hours dealing with basic questions

Once you know the Support Engineer get their OCS

handle and reach out to him/her for updates.
Key Takeaways
Remember -

Use Your Best Judgment

Engaging Support is Time Consuming
Make Sure to Transfer SR to the Customer
Use additional Support resources (#Support, CCAT, CCS-
VMAG, wikis, coveo, SR search)