XenApp^® supportability

Most paid software nowadays have some type of support agreement to provide technical resources to customers in case issues are experienced with the product itself or as a result of its operations. Vendors generally offer phone support, e-mail, newsletters, whitepapers, and even on-site assistance for critical issues. Typically, Enterprise Technical Support is subscription-based and there is an annual fee associated with the contract. Citrix provides different levels of support agreements. At the time of writing this book, Premier Support has gained a lot of popularity due to their 24x7 phone assistance and unlimited tickets. It is recommended that you engage your Citrix sales representative or an authorized reseller to get the most up-to-date information on technical support.

Each Citrix product version has an end-of-life (EOL) and end-of-maintenance (EOM) date. EOM is when a product is no longer maintained by developers, but you can still get assistance from a technician. EOL is when technical support is no longer offered for a particular version, and you are strongly encouraged to upgrade your software to the next supported version. Some product editions have end-of-extended-support (EOES) dates after the EOL, so if you have an extended support contract with Citrix, you will continue to receive assistance until EOES is met. Currently, XenApp 7.x (all subversions of 7) is maintained and supported until June 30, 2018. The following screenshot illustrates the XenApp product supportability matrix:

The XenApp product supportability matrix available at http://www.citrix.com/support/product-lifecycle/product-matrix.html. © Citrix Systems, Inc.