Frequently Asked Questions - Partners

Transcription

1 Frequently Asked Questions - Partners Citrix Software Maintenance for Subscription Advantage Products February 16, 2015

2 Table of Contents FAQs - Partners... 4 General Questions... 4 What is Citrix Software Maintenance for Subscription Advantage products?... 4 What are the benefits of the Citrix Software Maintenance program?... 4 What Subscription Advantage products are eligible for Citrix Software Maintenance?... 4 What products will no longer be offered with Subscription Advantage?... 5 Are there multiple levels of Citrix Software Maintenance?... 5 What are the Citrix Software Maintenance program rules?... 5 What are the Citrix Software Maintenance Agreement Terms?... 5 When is Citrix Software Maintenance for Subscription Advantage products available for purchase?... 6 How can customers opt in to Citrix Software Maintenance?... 6 What does Unlimited 24x7x365, vendor direct, worldwide technical support mean?... 6 How does Citrix Software Maintenance differ from Subscription Advantage?... 6 How does introduction of Software Maintenance for Subscription Advantage products impact the existing Software Maintenance program?... 6 Licensing, Pricing, Discounting and Order Transaction Questions... 6 How is Citrix Software Maintenance licensed?... 6 How is pricing determined for Citrix Software Maintenance?... 7 What sales program discounts apply to Citrix Software Maintenance SRP?... 7 What channel discounts are available when reselling Citrix Software Maintenance?... 7 Will Citrix Software Maintenance qualify for Citrix Advisor Rewards (CAR)?... 7 How will a new product order be handled with Software Maintenance?... 8 What if a customer wants to opt in to the Software Maintenance program and has existing product assets?... 8 What if a customer wants to combine new and existing assets to Software Maintenance?... 8 How will renewal transactions and upgrades to Software Maintenance orders be handled?... 8 How will active Premier Support customers opt in to Software Maintenance?... 8 Sales Questions... 8 Can Citrix Partners sell Citrix Software Maintenance?... 8 Are there any partner incentives?... 8 How should Citrix Software Maintenance be positioned versus the Partner s Support offering(s)?... 9 When should I position Citrix Software Maintenance to my Subscription Advantage customer?... 9 Does the customer get notified of Citrix Software Maintenance when we communicate Citrix Subscription Advantage membership renewal?... 9 When is the optimum time for a customer to consider purchasing Citrix Software Maintenance?... 9 What do I do if the customer already has an existing support agreement?... 9 Frequently Asked Questions - Partners 2

3 What sales tools are available to assist me? Where can I find a list of all my licenses eligible for Software Maintenance? How many years of Citrix Software Maintenance can be purchased? Additional Questions When will Citrix Software Maintenance membership renewal dates synchronize? What happens if a customer with Citrix Software Maintenance falls out of compliance on one of the entitlements? What happens if a customer has actively opted into Software Maintenance but wishes to downgrade back to Subscription Advantage for a specific product line? What happens if a customer doesn t consume any services during their Citrix Software Maintenance membership? Can Citrix Software Maintenance be transferred from one customer to another as part of an approved license transfer request? What support programs are being discontinued and when? What add-ons are available to Software Maintenance purchases? Where can I find more information about Citrix Software Maintenance? Frequently Asked Questions - Partners 3

4 FAQs - Partners General Questions What is Citrix Software Maintenance for Subscription Advantage products? Effective February 16, 2015 Citrix Systems, Inc. will introduce the Citrix Software Maintenance Program across all Citrix Subscription Advantage products. Citrix Software Maintenance is a complete, stand-alone offering combining world class 24x7x365 unlimited worldwide support with product version updates. The Software Maintenance Program will provide our customers with support and maintenance to ensure they are successful with our products helping to further drive product satisfaction. The introduction of Software Maintenance for all software products will include the following: All Citrix software products will be offered with Software Maintenance (SWM) as standard. Existing XenApp and XenDesktop customers can continue to purchase products with embedded Subscription Advantage or upgrade to the additional value and security Software Maintenance provides. All Software Maintenance purchases will follow the discount schedule introduced with the launch of the Citrix Workspace Suite which enables customers to apply their product volume discount to their Software Maintenance initial purchase and future renewal transactions. As part of this launch, the existing Premier Support and Enterprise Support offerings will be discontinued. What are the benefits of the Citrix Software Maintenance program? Citrix Software Maintenance combines world-class 24x7x365 unlimited worldwide support with real time access to all major and minor product updates released during the membership term. The program provides a convenient way for customers to budget for their technical support and product version upgrades annually without having to anticipate variable costs throughout the year. Features include: Worldwide 24x7x365 access to support by phone and web Expert assistance from experienced Citrix engineers to diagnose and resolve issues Unlimited support incidents Latest product version upgrades and product features set updates (includes any major changes to the underlying product architecture and/or updates to the feature set of a given product platform, and can be distributed via major or minor version releases or through hotfix roll up packs). What Subscription Advantage products are eligible for Citrix Software Maintenance? Existing customers of the following products can upgrade to the new product packaging and take advantage of the incremental benefits provided with Citrix Software Maintenance or continue to renew or purchase product with embedded Subscription Advantage (version update rights only): XenApp XenDesktop EdgeSight* Provisioning Server for DataCenters* *Renewable only Note: (Free) Editions of Citrix Products and NetScaler options are not eligible to receive support under the Citrix Software Maintenance program. Frequently Asked Questions - Partners 4

5 What products will no longer be offered with Subscription Advantage? The following products will no longer be offered with Subscription Advantage and will require Software Maintenance effective February 16, 2015: NetScaler VPX CloudBridge VPX, Plug-ins NetScaler Gateway VPX NetScaler Gateway Universal Licenses Are there multiple levels of Citrix Software Maintenance? No. At this time, Citrix Software Maintenance is available as an unlimited 24x7x365, vendor direct, worldwide technical support offering. What are the Citrix Software Maintenance program rules? Software Maintenance is sold and compliance is managed by product line. A customer must maintain active Software Maintenance on all assets purchased for a given product line to receive the benefits. If at any time during the Software Maintenance agreement term any of the program eligibility requirements are not met, the customer will have 30 calendar days to achieve compliance. Should the customer be unable to maintain compliance after the 30 calendar day period has expired, the customer will be notified that they will no longer be able to open support cases until such time as full compliance has been achieved. The customer can contact their local support sales team or partner to assist with any noncompliance issues. Contact Citrix Support Sales: Americas - support.sales@citrix.com EMEA - supportprograms@eu.citrix.com APAC - support.admin@citrix.com.au Japan - support@citrix.co.jp Once Software Maintenance program compliance is met, the customer will be notified that they are once again able to access Technical Support and enjoy the full benefits of their Software Maintenance agreement. Please Note: In cases where a customer has limited benefits due to a lack of compliance no extensions nor refunds will be provided. What are the Citrix Software Maintenance Agreement Terms? For initial purchases, Software Maintenance agreements will begin based on the fulfillment date of the license(s) purchased. Customers can purchase Software Maintenance in one (1) year increments up to a maximum of five (5) years. Software Maintenance renewals and Upgrades from Subscription Advantage to Software Maintenance are quoted and transacted via the Manage Maintenance Programs tool on The following rules will apply: All licenses included in a Software Maintenance renewal transaction will be date-synched to the same expiration date. All quote calculations will leverage a calculated daily rate to support flexibility in renewal term and ability to date-synch multiple assets to a single contract end date. Software Maintenance renewals will be based on the current Software Maintenance agreement s expiration date. The new agreement period will begin with the completion of the previous period, with no lapse in coverage. Frequently Asked Questions - Partners 5

6 When is Citrix Software Maintenance for Subscription Advantage products available for purchase? Effective February 16, 2015 customers can purchase Citrix Software Maintenance. How can customers opt in to Citrix Software Maintenance? There are three ways a customer can opt in to the Citrix Software Maintenance program: Initial Product Purchase o A customer can purchase new product with Software Maintenance Upgrade from SA or PS o A customer has Subscription Advantage (SA) or has active Premier Support (PS) and chooses to upgrade to Software Maintenance Inherit SWM Asset o o A customer transfers existing assets with SWM from one Org ID to another Two Org IDs merge where at least one of the Org IDs has SWM What does Unlimited 24x7x365, vendor direct, worldwide technical support mean? The ability for a Citrix customer with active Software Maintenance to call Citrix technical support engineers at any time and from any location to receive support for their Citrix environment. All Citrix support services are provided primarily in the English language. Citrix technical support centers offer support in other languages during local business hours. Subject to availability, you may request to be supported in a language other than English when opening a Service request. Our support centers currently offer support in nine languages, although we cannot guarantee availability: Americas: EMEA: APAC: Japan: English, Spanish, Portuguese English, French, German, Spanish English, Cantonese, Mandarin and Korean Japanese How does Citrix Software Maintenance differ from Subscription Advantage? Citrix Software has traditionally been sold with one (1) year embedded Subscription Advantage providing Citrix customers with a renewable membership that delivers access to all version updates during the membership period. Citrix Software Maintenance is a complete, stand-alone offering combining world class 24x7x365 unlimited worldwide support with product version updates and by introducing Citrix Software Maintenance for Subscription Advantage products, it aligns all Citrix software products to be offered with Software Maintenance as a standard. How does introduction of Software Maintenance for Subscription Advantage products impact the existing Software Maintenance program? The introduction of Software Maintenance for Subscription Advantage products does not impact the existing Citrix Software Maintenance program available for VDI-in-a-Box, CloudPlatform, CloudPortal Business Manager, AppDNA, XenClient, XenMobile, XenServer (version 6.2), ShareFile Enterprise and Workspace Suite. Licensing, Pricing, Discounting and Order Transaction Questions How is Citrix Software Maintenance licensed? Citrix Software Maintenance is a membership that is applied to the product line for which it is being purchased. Consequently the pricing and licensing of Software Maintenance is directly aligned to the pricing and licensing of the Product line Citrix Software Maintenance is being purchased for. For example Citrix Software Maintenance for Citrix XenDesktop is sold under a User/Device and Concurrent model to mirror the license models available under the Citrix XenDesktop product line. Frequently Asked Questions - Partners 6

7 How is pricing determined for Citrix Software Maintenance? Software Maintenance pricing is determined by agreement status, product edition, licensing program discounts and age of agreement expiration. Customers can apply their, Education or G discounts to their Software Maintenance line items. What sales program discounts apply to Citrix Software Maintenance SRP? Customers purchasing Software Maintenance under the, Education or G programs will now follow the volume Enterprise License Agreement Program discount model providing customers with a cost effective maintenance program as they scale their Citrix investment. In addition, this program will help ensure Citrix and its partners remain consistent and competitive in the marketplace. Volume discounting can be applied to initial purchases and future renewal transactions ( discounts cap at 45%). The discount will be based on customers current, Education or G program level at time of initial Software Maintenance purchase for a particular asset. Discount Schedule: Software Maintenance G 1 G 2 G 3 & 4 Customer 25% 25% 30% 35% 40% 45% 45% 40% 45% 45% 40% EDU Discount Program Parameters: This is a global program offering. This applies to all software maintenance product lines. For initial orders, 1 begins at 25% and capped at 45%. If an contract expires, the customer drops to base level and receives the minimum 25% discount. At point of launch, the discount will be based on customers current, Education or G program level at time of initial Software Maintenance purchase for a particular license asset. Note: Software Maintenance does not count towards a customer s, Education or G thresholds. What channel discounts are available when reselling Citrix Software Maintenance? Citrix partners who resell Citrix Software Maintenance will receive the same discounts and, where applicable, agency fees as they do today when selling Citrix Workspace Suite. Will Citrix Software Maintenance qualify for Citrix Advisor Rewards (CAR)? Citrix Advisor Rewards is a Partner Incentive Program focused exclusively on rewarding value selling and alignment with Citrix goals as exhibited in a product sale. Associated services such as Citrix Subscription Advantage and Citrix Software Maintenance do not qualify for Citrix Advisor Reward payment calculations. Frequently Asked Questions - Partners 7

8 How will a new product order be handled with Software Maintenance? Software Maintenance purchases with new product orders are placed at the same time as the new product standalone SKUs (without embedded Subscription Advantage) with 1 SKU for the product and a 2 nd SKU for Software Maintenance. Software Maintenance can be purchased from 1 up to a total of 5 years or up to the products end of support date. Note: Customers cannot purchase standalone product, they must select either a product with embedded Subscription Advantage or a product + Software Maintenance What if a customer wants to opt in to the Software Maintenance program and has existing product assets? To opt in to the Software Maintenance program, customer or partner must upgrade the existing asset s maintenance program through the online renewal tools. for End Users or for Partners and Distributors. What if a customer wants to combine new and existing assets to Software Maintenance? Customers/partners will be required to upgrade any non-software Maintenance assets to Software Maintenance before placing a new, incremental order for product with Software Maintenance. Existing eligible assets may be upgraded to Software Maintenance through the online renewal tool. Note: Orders for new product with Software Maintenance will be blocked if customer has existing assets for the same product line with Subscription Advantage only. Customer/partner must upgrade existing assets to Software Maintenance before new order is placed. When a new product order qualifies a customer for a higher or G level, the new product order must be transacted first. Please contact Citrix Sales to assist with the new discount order transaction. How will renewal transactions and upgrades to Software Maintenance orders be handled? Customers and Partners (in select Geos) can upgrade or renew Software Maintenance using the online renewal tools available on one of Citrix s secure portals: End-user go to and under the Support and Maintenance section select the Renew and Manage Maintenance Programs Partners and Distributors go to and under the Manage section select the Manage My Customers Maintenance Programs How will active Premier Support customers opt in to Software Maintenance? Customers with active Premier Support will be able to opt in to Software Maintenance at renewal or when purchasing new product under the same product line as their existing Premier Support assets. Sales Questions Can Citrix Partners sell Citrix Software Maintenance? Yes. Just as with Citrix Subscription Advantage partners can upgrade their customers to the value and security that Citrix Software Maintenance provides and include it in their product orders and renewal quotes. In fact, for the vast majority of the Citrix Partner community, reselling Citrix Software Maintenance allows them to make profit without taking on the cost of managing the support process. This also allows Citrix Partners to focus on more profitable, personalized consulting engagements with the customer leveraging Citrix support to manage Level 1- Level 3 issues. Are there any partner incentives? Citrix partners who resell Citrix Software Maintenance are eligible to earn the same margins and, where appropriate, Agency Fees as they currently enjoy for Citrix Workspace Suite as part of an initial product purchase and/or renewal purchase. Frequently Asked Questions - Partners 8

9 How should Citrix Software Maintenance be positioned versus the Partner s Support offering(s)? Citrix Software Maintenance is complimentary to the specialized, onsite, higher end services that the majority of Citrix partners offer today. There is also a clear recognition within the customer and partner community that vendor based support is an expectation and that partners need to elevate their support offerings with local personalized offerings that are focused on a holistic view of the customers IT environment. When should I position Citrix Software Maintenance to my Subscription Advantage customer? Citrix Software Maintenance should always be presented to Citrix customers as part of any relevant product opportunity or Citrix Subscription Advantage membership renewal as an upgrade opportunity. Primary motions for product sales are the following: o Net new customer opportunities and existing customers exploring their product or maintenance and support options. These customers are prime candidates for a conversation around increasing the value, benefits and security of their Citrix investment with Software Maintenance to assist them in rapidly realizing the return on investment as they would expect from their Citrix purchase. Primary motions for renewal sales are the following: o Subscription Advantage renewal customer with no support, Trade-up opportunity customer, Edition upgrade or current Premier Support customer opting in to the Software Maintenance program will provide them added value, benefits and security providing peace of mind and confidence that their critical Citrix environment is covered by unlimited 24x7x365, vendor direct, worldwide technical support along with product updates. Does the customer get notified of Citrix Software Maintenance when we communicate Citrix Subscription Advantage membership renewal? Yes. All existing customers will receive tailored communications clearly detailing the options available to them and the steps required to opt into the program after February 16, When is the optimum time for a customer to consider purchasing Citrix Software Maintenance? All Citrix software products will now offer Software Maintenance (SWM). Citrix Sales, Renewal Sales and Partners should help the customer understand the added value, benefits and security that Software Maintenance provides and volume discount schedule as they scale their Citrix investment. The optimum time for a customer to consider Citrix Software Maintenance is: When purchasing Citrix product for the very first time. Citrix Software Maintenance can assist customers in achieving faster return on investment from their Citrix environment. When purchasing a new Citrix product line for the first time. Citrix Software Maintenance can assist customers in achieving faster return on investment from their Citrix environment. When renewing their Subscription Advantage memberships. Opting in to Citrix Software Maintenance brings added benefits and security providing peace of mind and confidence that their critical Citrix environment is covered by unlimited 24x7x365, vendor direct, worldwide technical support. What do I do if the customer already has an existing support agreement? Make sure the customer is aware of the Citrix Software Maintenance Program and their options prior to their renewal dates. For those customers with existing support offerings: Customers with active Premier Support will be able opt in to Software Maintenance at renewal or when purchasing new product under the same product line as their existing Premier Support assets. For those agreements being discontinued that will now require Software Maintenance, be clear on the increased value, benefits and security from the Citrix Software Maintenance offering and volume discount schedule as they scale their Citrix investment to empower our customer to make an informed decision. For legacy agreement customers, they can continue to renew their current agreement offering or determine if Software Maintenance provides better value as they scale their Citrix investment. Frequently Asked Questions - Partners 9

10 What sales tools are available to assist me? The following sales tools are available: SalesIQ content Sales Overview, Fact sheet, FAQs and more: (internal) SWM Upgrade Calculator for Subscription Advantage Products - Lead gen tool to calculate SRP of SWM for Subscription Advantage product: Software Maintenance homepage on Citrix.com: Where can I find a list of all my licenses eligible for Software Maintenance? To see a list of all your Citrix Software licenses eligible for Software Maintenance including all licenses already on Software Maintenance review the following: For customers- On select All Licensing Tools under the Licensing section and then select Upgrade from the button options. Under the Upgrade section select Maintenance Upgrade Options. You can see all licenses that are eligible. For partners- On select the Licensing and Renewal tab and then Upgrade My Products from the dropdown, then click on the Maintenance Upgrade Options tab. You can see all licenses that are eligible. How many years of Citrix Software Maintenance can be purchased? Software Maintenance can be purchased up to 5 years but not beyond the products end of support date. Additional Questions When will Citrix Software Maintenance membership renewal dates synchronize? As part of every Software Maintenance renewal transaction all active covered entitlements must have their Software Maintenance memberships synchronized to the same end date. Citrix Renewal tools will enforce this as part of each and every Software Maintenance renewal quote and purchase. This simplifies compliance with the Software Maintenance terms and conditions, avoiding unnecessary exposure in the customer s Software Maintenance coverage and allows the customers to manage budgets for renewals more efficiently. Any additional sales of product will come with a minimum of one (1) years Software Maintenance and will be synchronized to a common end date at the next renewal purchase. What happens if a customer with Citrix Software Maintenance falls out of compliance on one of the entitlements? Any customer with an active Citrix Software Maintenance membership with product entitlements who s Citrix Software Maintenance membership expires or falls out of compliance will be notified that they are no longer in compliance with the terms and conditions of the Citrix Software Maintenance program and offered options to resolve the situation. Options will include: Reinstating the Citrix Software Maintenance membership or even rescinding rights to the entitlement with expired Citrix Software Maintenance membership in order to reestablish compliance and continue to receive the service. If after thirty (30) days the customer has not achieved compliance, they will be informed that the ability to open support cases will be suspended until such time as program compliance can be achieved. Once compliance has been achieved the customer will enjoy full service and be able to open cases once more. Please note: there is no credit or extension provided for any period of non-compliance. What happens if a customer has actively opted into Software Maintenance but wishes to downgrade back to Subscription Advantage for a specific product line? Downgrading is not allowed as per program rules, for more information please contact Citrix Sales Team or the Citrix Renewal Team based in your Geo. Frequently Asked Questions - Partners 10

11 What happens if a customer doesn t consume any services during their Citrix Software Maintenance membership? A customer incurs no additional cost no matter how many cases they may open and equally receives no special treatment as a consequence of not opening incidents. Can Citrix Software Maintenance be transferred from one customer to another as part of an approved license transfer request? Yes. Citrix Software Maintenance may be transferred from one customer to another, at Citrix s discretion, as part of an approved license transfer request. The customer receiving the assets and associated Citrix Software Maintenance memberships must accept all program terms and conditions and maintain compliance with these terms and conditions to receive any associated benefits. All program rules and requirements must be accepted and maintained for support to be provided. Citrix reserves the right to charge an admin fee for license transfer requests and adjust that fee if the transfer includes Citrix Subscription Advantage and/or Citrix Software Maintenance memberships. What support programs are being discontinued and when? End-of-life will occur according to the schedule below. For more details, visit Support Agreement End of Sale End of Renewal End of Life Enterprise Support Feb 16, 2015 TBD TBD Premier Support Feb 16, 2015 Feb 16, 2015 Subscription Advantage for: NetScaler VPX CloudBridge VPX NetScaler Gateway VPX NetScaler Gateway Universal Licenses Feb 16, 2015 Feb 16, 2015 Upon Expiration of Agreement Lifecycle Phases: Preferred Extend XenServer & Citrix Essentials June 30, 2012 Feb 16, 2015 Preferred Extend NetScaler VPX June 30, 2012 Feb 16, 2015 Preferred Extend Branch Repeater VPX June 30, 2012 Feb 16, 2015 Note: Premier Support and Enterprise SKUs will be available for 60 days past February 16 to ensure that any quote created before February can be processed. End of Sale The date after which a specified Support or Maintenance offering(s) is no longer publicly available for purchase. End of Renewal The date after which customers are no longer able to renew a specified Support or Maintenance agreement(s). Customers with active agreements may renew until such time an end of renewal date is specified in matrix above. Once the agreement reaches end of renewal, it may not be renewed or re-activated. End of Life The date after which all specified Citrix Technical Support renewal agreements expire. Once the agreement reaches end of life, it may not be renewed or re-activated. What add-ons are available to Software Maintenance purchases? For customers with a valid Citrix Software Maintenance agreement, the following support add-ons are available for purchase: Frequently Asked Questions - Partners 11

12 Technical Relationship Manager (TRM) Add-on TRM services Technical Relationship Manager (TRM) Fully Dedicated TRM Learn more about the TRM program Where can I find more information about Citrix Software Maintenance? Go to SalesIQ for latest content (internal) - Sales Overview Presentation, Fact Sheet, FAQ and more: (internal) Go to Citrix.com Software Maintenance homepage (external): Frequently Asked Questions - Partners 12