Technical support was a problem. We had a consultant where I'm currently working because we had performance problems. The consultant reviewed our installations and said they were okay because we did the installation the same way they would have. Yet the problem was not solved. We virtualized security and administration, but people always faced difficulties, wanting their PCs back instead of a terminal. It was a smart installation that was easy to manage and roll out to computers, but the user experience was so bad that we reverted it. Today, every user has a PC again. The only people that still use Citrix are those not working from home. It's such a poor solution for those working from home because the solution's performance is not like it is at the office. At the office, there is no acceptance of low performance. We contacted Citrix in Munich and another consultant on the Internet, and there was no way to solve this performance problem. Even today, I don't know to whom or which way I should go to get support from Citrix. There is no address or community I could contact if I have problems. Tech support is not as good as it could be.

Technical support is fine. Normally, when I have a problem I just send it to Citrix and they fix it.

The technical support is good.

Citrix support is good. We've never had significant issues that required us to open complex tickets, but they were responsive when we needed them.

I have personal contact with Citrix people, so technical support is easy. I don't know about the normal support.

Citrix Hypervisor has good support.

I'm very satisfied with Citrix support. 

We have a consultant who deals with technical support and manages it for us. 

Customer Service:

Provided you can get past the tier 1 support personnel quickly, it is great.

Technical Support:

All of the Citrix Engineers that I have worked with have been very knowledgable and helpful.

We haven't had any issues with technical support. They've been very good. We're satisfied with their level of support.

We currently have a problem with technical support at our location. We don't have so many Citrix support companies or partners. We have just a few of them, and it is pretty difficult to get support and talk to Citrix directly. For this, two things are involved. You need to have the latest updates of infrastructure, and you should have got the support license. Otherwise, you can't get support from them. If you don't have the updated support or version, they will not give you the attention, which is a problem and a shortcoming.

I had to call them because we had a disconnect with our storage, and due to that, we lost a lot of data. I couldn't get support from Citrix because they informed me that I was using an older version of the solution. This is one of the shortcomings, so we had to work on the issue internally to resolve it. We had a backup, and we were able to restore everything,

The technical support is quite quick and responsive. Whenever we have a problem, they are able to log in and check on the issue for us. Technical support has been good for us. We do pay for annual tech support. They are quite good.

Citrix Hypervisor's technical support is very good. They provide high-level support and are very responsive. Once you are in contact with the support, they will remote into your system, and take a look at how the system is operating internally. They usually resolve any issues relatively fast.

As for technical support, sometimes we spend a lot of time explaining what we need to do, what we do, etc. with a lot of emails, conversations, and chats that are not very efficient. Then at other times, we have really perfect and amazing conversations with support engineers, and they quickly provide solutions and resolve our problems.

Overall, however, I've seen a decrease in the expertise of Hypervisor vendors. Previously, the time for resolution from vendor support was less than it is now.

Technical support is good. I would rate them eight out of ten.

Sometimes there are difficulties when you look at the reseller model because you need to go through the reseller to get help, and often they are just salespeople. For us, in Botswana, resellers are typically in South Africa and they are more interested in sales than assistance.

These resellers are only interested in sales. When you are an assistant or a developer like we are, they can't really support you. They can only offer licenses to you. That is actually where the problem is. They have their sales quarters. If you don't meet their quarter they'll cut you off the next time and you have to reapply and go through their checks again, which is not a Citrix problem, but a partner weakness that should be re-considered.

There is a paid option for this solution that comes with support, but with the free version that I am using, it is not supported. That is probably a weakness in most corporate environments, but we use it for QA and stuff of that nature.

I think the technical support could be better because we have received support directly from the Dell server instead of from Citrix directly. It is difficult to get hold of support during office hours and sometimes will take a while to get the right person for the right answer. But apart from that, the quality of the answers and the support is very good.

From a customer-service perspective, there really isn't much that can be said. I don't have Citrix calling me to discuss XenServer. All service is community driven.

Throughout my use of XenServer, I've opened about 3 cases with Citrix. Each time the engineer I worked with was very knowledgeable and always assisted in resolving my issue.

I never had a reason to use technical support.

The solution offers very good technical support. We've been very satisfied with the level of service that they provide.

I have used technical support. They were helpful but not helpful for the environment that I worked with because of security reasons. We couldn't give access to the internal network.

Very good, they get us to the right level technician pretty quickly so we’re not just walking through a checklist. We get someone who knows what they’re talking about.

n/a - we used the free, open-source distribution of XenServer.

The technical support is very good.

I never request any technical support for the product directly from the company so I can not speak to the product support directly. I found the community and the forum very helpful when I had questions. The people there are very helpful. It is easy to find a solution if I have any problems.

We don't use the support. It's really rare to use the support because we are the customer support. I don't remember the last time we spoke to Citrix support directly.

We're not satisfied with technical support. It's very slow.

It's good.

It's good.

Technical support is too slow. It takes too long. Especially in comparison with VMware. Their the support is much better.

We have in-house IT tech support that helps us with solving tech issues.

Generally, I do not use the solution's technical support, but I haven't heard very good things from those that have.