INFO YOU NEED TO SUBMIT A SUPPORT TICKET -
First, gather all your details. We need to know how to recreate the error or issue in order to fix the problem. Describe the nature of the problem (for example: I'm having difficulty connecting to the Citrix Environment after purchasing a new computer). Here are some questions that can help us diagnose the issue: What happens when you try? Any error messages? Is this happening to anyone else in your group?
EXPEDITING A RESOLUTION - Here's one of the most common steps we take to troubleshoot a problem: logoff of the Citrix Environment (Start, Logoff), log back on, and retry. This frequently solves a lot of issues.
WHAT TO EXPECT ONCE YOU SUBMIT YOUR TICKET -
You will receive a ticket number back via email along with login credentials to the support site. We will research and try to address any items behind the scenes before we call or respond. We will have a live person take a quick look at your item within 30 minutes or less. Based on the impact on your business and what is involved, we will take appropriate action or schedule the ticket for more work.
MORE ABOUT SUPPORT -
Level 1 support is included with your hosting. This includes questions that can be answered via email plus error or connection issues. It does not include consulting or individual training. We may need to limit the time spent on a particular incident. Sometimes support items are billable. However, we will not do billable work without letting you know before we start.