Citrix Support

Resolve (and prevent) issues with your Citrix environment with this service.

Total provides reactive incident resolution and proactive management for your Citrix environment with a choice of three service levels. You benefit from skilled Citrix specialists managing (Gold service) or helping you to support your Citrix environment.

Why would you want it?

Managing and maintaining an effective Citrix environment requires specialist skills and a level of expertise that many organisations struggle to maintain in-house. 

Total’s Citrix Support service gives you direct access to a team of Citrix specialists to help you maintain a high level of service to your Citrix users. It can operate either to assist an existing support team or, at gold level, so you don’t need to maintain specialist Citrix skills internally. 

With a Citrix Support service from Total you will benefit from:

  • a UK service delivery team
  • accessing the expertise of Citrix certified support staff
  • escalation to CCE (Citrix Certified Expert) consultants for troublesome issues
  • proactive monitoring & trend analysis
  • diagnosis and resolution of issues
  • skilled staff to undertake planned changes
  • notification of vendor recommended patches and updates  
  • a service delivered to defined Service Level Agreement (SLA)
  • ISO 20000 and ITIL compliant processes. 

Additionally with Total’s Gold level service you benefit from proactive management of your Citrix environment with performance management, capacity planning and formal service management. 

What Total do

Total provides reactive incident resolution and proactive management for currently supported (until Citrix End of Maintenance) versions of Citrix XenApp, XenDesktop, XenMobile (see separate Factsheet), XenServer, NetScaler and related technologies. The service is delivered remotely from a service delivery team in the UK. 

Total offers three service levels which principally differ in their hours of cover and the extent of their proactive management.

Bronze is suitable for those managing their environment and with good Citrix skills, but in need of specialist help to resolve more challenging problems.

Silver suits organisations that manage their own environment but regularly need to call on skilled third/fourth line support specialists.

Gold is designed for organisations that want a specialist to manage their Citrix environment for them.

The primary differences between the service levels are summarised in the table below. A detailed service description is provided during discussions. 

Prerequisites

Successful service delivery requires:

  • a supported (ie pre-End of Maintenance) Citrix infrastructure
  • a management level relationship owner
  • a support technician for day-to-day technical liaison (Bronze and Silver service)
  • remote access to the environment
  • administration rights to servers and consoles.

Why Total?

Total provides managed IT and support services designed to help you improve management of your environment, free up resources and fulfil business requirements. Total is highly regarded for its Citrix expertise and is a Citrix Gold Solutions Advisor: this is one of the top two tiers of the Citrix partner programme with inclusion at the highest level based on licensing sales revenues.

Total supports and manages Citrix environment’s for public and private sector organisations ranging in size from a hundred up to thousands of users. Total’s Citrix support team is comprised of experienced Citrix certified engineers with escalation available to CCE (Citrix Certified Expert) level consultants.

Total’s highly sought after Citrix consultants regularly undertake projects for Citrix Consulting and well-known IT service providers. 

What next?

To learn more contact your account manager, submit the enquiry form below or call us on 0845 647 0000*

Case Studies

Audley Travel
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Downloads

Citrix Support Factsheet
Citrix Support Factsheet Download PDF

Enquire now . . .