1. CCAT Troubleshooting Training Engaging Support April 2012 Citrix Consulting Architecture Team

2. Overview – Technical Support Engaging Support – Tips and Tricks Key Takeaways Agenda

3. Overview of Citrix Technical Support

4. Worldwide Support Centers Seattle Alpharetta Dublin Korea Sydney Ft.Lauderdale San Jose Hong Kong Dallas Germany Bangalore Malaysia England Boston

5. Overview of Citrix Support Critical Situation / CritSit (SMART Team) Escalation Support Team Development/Engineering Team TRM Customer Frontline/Offline XenApp XD/PVS/ES XenServer NS/AGEE/BR SG/AG/Web

6. Frontline Teams XenAppXenDesktop, Provisioning Server, EdgesightXenServer Secure Gateway, Access Gateway Standard/Advanced, Web Interface Networking Team: Netscaler, Access Gateway Enterprise, Branch Repeater (Note: Not covered under software support contracts)

7. 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

8. 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 Escalation Team

9. Engaging Support – Tips and Tricks

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

11. 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!

12. Support Tracking – To be successful Compile all the necessary information about the environment Product version Issue How to reproduce the problem? Screenshots if any?

13. Once the SR# is created – send all information to Citrix Technical Support Mailbox NA techsupport_na@citrix.comtechsupport_na@citrix.com Subject: SR# 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. Support Tracking – To be successful

14. Key Takeaways

15. 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) Remember -