Customized Citrix Support
kötzing it offers customized support for your Citrix infrastructure—provided as second-level (2nd) or third-level (3rd) support. Typically, you have a help desk for first-level support and your Citrix administrator for second-level support. In many smaller companies, however, both 1st and 2nd level support are handled by the same person. This is precisely when your in-house Citrix administrator can quickly become overwhelmed—especially since they often manage many other areas as well. This is exactly where our support comes in: It takes the pressure off your employees and resolves critical situations quickly.
Citrix NetScaler, in particular, poses challenges for many administrators, as they rarely work with the product on a day-to-day basis. However, security issues arise time and again with NetScaler, requiring swift action.
Scope & Availability – You Decide
The scope of support and the level of availability are entirely up to you. There are several support options to choose from—here are two examples:
- Max. 8 a.m. Response time
- How to contact us: Email, Phone
- Included 8 hours Maintenance or service calls
- No on-site visits
- If the effort exceeds 4 hours, please contact us informally
- Payment in advance
- Term: 12 months
- Max. 6 p.m. Response time
- How to contact us: Email, Phone
- Billing per incident
- No on-site visits
- If the effort exceeds 4 hours, please contact us informally
- Month-end billing
- Term: 12 months
Which customers use kötzing it's support services?
- biotechnology company
- Universities
- Global IT services company
- Data Services & Document Management
- International technology group
- Libraries
- Refrigeration and Air Conditioning Technology
- and much more.
Some of these support services have been in use for up to 20 years—and are also used to bridge staffing shortages.
A concrete example
A global IT services company operates its own internal Citrix environment—consisting of Citrix NetScaler ADC, Virtual Apps and Desktops, and Citrix Endpoint Management (XenMobile). The entire environment was set up by kötzing it and subsequently taken over by two internal employees.
Due to a merger, both employees left the company. Since then, the environment has been managed by a single employee who has only basic knowledge of the system. The customer chose Support Plan A1 to alleviate the workload on this employee and to ensure that the business-critical Citrix infrastructure remains both functional and secure.
This ensures that Citrix components are updated regularly and that Citrix NetScaler, in particular, receives critical security updates reliably—in consultation with the customer, but entirely on our own initiative. For eight years, this customer relied on the fast and competent support provided by kötzing it—until the company was eventually acquired by an Indian firm.