Citrix Technical Relationship Management
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Citrix Technical Relationship
Management
A Citrix Technical Relationship Manager provides extensive experience and
is equipped to troubleshoot and resolve complex issues quickly.
What is a TRM?
Citrix Technical Relationship Management helps minimize downtime exposure in your business through
proactive advice and by managing support requests through a contact who knows your Citrix infrastructure.
The TRM learns about and will be in sync with your organization’s unique environment, requirements, and
challenges. The TRM provides tailored technical information, advice and recommendations on technical best
practices and education on troubleshooting methodologies and tools.
• Designated support contact at Citrix
Why
Citrix Technical • Best practices and education on troubleshooting
methodologies and tools
Relationship
Management? • Reduced support costs and risks
Citrix.com 1
Citrix Technical Relationship Management
Fact sheet
Single point of Working with your Technical
“Without the help of the
technical contact Relationship Manager Citrix TRM, our project would
Customers with a TRM-level contract can The TRM handles many different have been much more
choose to work with the Citrix support responsibilities to the customer including
center resources or their TRM directly. proactive technical advice, and reactive
difficult .”
The TRM actively manages all technical technical case work. Citrix recognizes the
incidents and remains your primary point unique needs of every customer and Christine Weaver
of contact until resolution. The TRM accommodates these within the Lead Citrix Administrator,
prioritizes cases based on your feedback framework of the service. SCL Health System
and can assemble specialized
resources within Citrix to achieve
resolution as quickly as possible. Proactive technical advice
A main focal point for a TRM is issue
prevention. This can be achieved by
Support relationship ensuring constant, open communication
between you and your TRM, who actively
management facilitates frequent formal and informal
Your TRM’s first responsibility is to technical exchanges. Proactive
understand how your virtualization, deployment specific information keeps
mobility, networking and cloud solutions you informed about relevant hotfixes,
interacts with your business. This creates known issues and upcoming releases that
the basis for the TRM to keep you pertain to your environment.
up-to-date with technical information
relevant to your unique environment, to Troubleshooting tools and
advise you on technical best practices or
to educate you on troubleshooting methodologies
methodologies and tools. This process The TRM provides a variety of
begins with your TRM conducting an troubleshooting tools, scripts and
in-depth meeting to understand your techniques to help you reduce incident
technology and support requirements, resolution time and increase your
which will be captured and documented self-sufficient troubleshooting generally.
and used as a guide throughout the entire It is also possible for the TRM to arrange
contract period. Webinars on advanced configurations.
Reporting to you
Regular status reports and reviews of
Citrix performance are another part of the
TRM’s responsibilities. These reports and
reviews can be customized to match your
priorities and include statistics such as
the number of support calls opened, case
status and resolution times. The TRM can
also analyze your support trends, making
recommendations to increase reliability
and performance.
Citrix.com 2Citrix Technical Relationship Management
Fact sheet
Supportability review Incident analysis and
As part of the TRM program, Citrix can trending “With Citrix TRM’s support,
provide a Supportability Review. All too Your TRM conducts regular incident we could confidently
often customers are trying to analysis reviews, typically on a monthly
troubleshoot issues after the event with manage, even anticipate,
basis or as agreed in the documented
limited diagnostic information. This can many incidents that could
plan. The reviews include root cause
lead to speculation about where analysis, case incident trend analysis and cripple our IT system. Relying
problems lie and often requires the major problem categories. on a TRM, who is very
configuration changes to be made to a
familiar with our
production environment in a reactive This information is intended to be
manner to try and capture future events. challenges, is a real
actionable, allowing you to improve your
advantage and provides
Citrix infrastructure and minimize system
This review provides a simple guide to down time. Your TRM works with you to significant support to every
proactively configure your Citrix classify the case incidents and technical manager.”
environment so that in the event of any determine if:
issues more data is trapped at the time of
the event. Working closely with our Laurent Arnaudeau
Customer induced fault Manager
support teams, this data can reduce
Opportunity for training workshops and CNAV Regional IT & Infrastructure
the time to resolution for incidents and
coaching in support of best practices Technical Centre
ensure any future outages are kept to
minimum.
Citrix product issue
Opportunity to provide Citrix containment
A report is provided summarizing the
and corrective action where required
findings and confirmation changes
required along with a simple dashboard
to highlight which areas of your Citrix Individual case
infrastructure most need attention to help Post mortem reports will be prepared
you prioritize changes. Your TRM will work upon request or where issue severity and
with you to ensure any recommendations business impact warrant special review
are understood and can be implemented
without risk.
Case review
Periodic case reviews provide a forum to
look at specific open cases, discuss root
cause analysis on closed cases and, where
required, adjust priorities or resources to
maximize business value.
Citrix.com 3Citrix Technical Relationship Management
Fact sheet
Technical Relationship Manager menu of services
Description Without a TRM With a TRM
Citrix technical support features
Phone and Web support
Designated support contact
Technical support training
Technical webinars
Technical newsletter
Access to betas and early software releases
Customized services
Supportability reviews
Environment specific proactive technical notifications
Onsite meetings (subject to your TRM agreement)
Monthly conference calls
Periodic case review
Add-on support services
Structured problem management
To learn more about the TRM Services, visit:
https://www.citrix.com/support/programs/technical-relationship-management/
Citrix.com 4Introducing
Customer Success
Services
As a TRM customer, you may be interested in our newly launched Customer Success Services portfolio of tiered software support
offerings. These offerings were designed to help you achieve your business goals faster— beyond traditional break-fix scenarios.
The portfolio includes three tiers of service Select, Priority, and Priority Plus.
Minimize Risk and Maximize Return
The portfolio builds upon itself starting with, Select, the base • Scheduled support for change events and environment
level offering, full of industry-leading value-added features. For supportability and operational reviews for solution reliability
an even higher level of service, we have Priority and Priority • Priority queue with direct access to dedicated Priority
Plus our Premium level maintenance offerings, which build on Support Engineers for faster issue resolution
our industry-leading Select offering, by introducing personalized
• Priority Plus offers a customized service: You get tailored
and proactive services tuned for Enterprise customers.
services to ensure you achieve your business objectives
faster with a hand-picked team of Citrix experts focused on
Our team of Support experts will work with you to ensure your
your success.
solution runs smoothly and delivers maximum value. As a TRM
customer, you may elect to upgrade to Priority or Priority Plus to
Explore Customer Success Services at
receive services such as:
now.citrix.com/customer-success-services and find out how it
can help you reach your business goals faster.
• Assigned Priority Support Account Manger focused on
success planning to meet your business and technology
objectives
Citrix.com 5Citrix Technical Relationship Management
Fact sheet
About Citrix
Citrix (NASDAQ:CTXS) aims to power a world where people, organizations and things are securely connected and accessible
to make the extraordinary possible. We help customers reimagine the future of work by providing the most comprehensive
secure digital workspace that unifies the apps, data and services people need to be productive, and simplifies IT’s ability to
adopt and manage complex cloud environments. Citrix solutions are in use by more than 400,000 organizations including 99
percent of the Fortune 100 and 98 percent of the Fortune 500.
Learn more at www.citrix.com
© 2018 Citrix Systems, Inc. All rights reserved. Citrix is a trademark of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered in the U.S. Patent and
Trademark Office and in other countries. All other trademarks and registered trademarks are property of their respective owners.
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