Question, does anyone know where I might be able t...
# citrix-netscalerm
Matt Heldstab
02/20/2025, 4:06 PMQuestion, does anyone know where I might be able to find a current copy of Citrix's support SLA's particularly for Netscaler?
b
Benjamin Crill
02/20/2025, 5:44 PMm
Mike Lipscomb
02/20/2025, 6:48 PMThe above guide is the Legacy Support guide, up to July 2024. It links to this newer guide which is July 2024 and later. It all depends on Entitlement Level: whether you have Standard Support or Unified Services.
Mike Lipscomb
02/20/2025, 6:48 PMm
Matt Heldstab
02/20/2025, 7:03 PMThx all
Matt Heldstab
02/20/2025, 7:08 PMI guess it is within their SLA's for a Sev 2 ticket to tell you within 2 hours that an engineer has been assigned and will contact you soon... and then wait 7 days for the engineer to actually reach out.
m
Mike Lipscomb
02/20/2025, 7:20 PMCheck the very first case open email:
First response Sev2 is 2 hours
Ongoing and subsequent response is every other business day. 7 days is too long. Call in to Support and ask to speak to a Support Manager.
👍 1
Mike Lipscomb
02/20/2025, 7:46 PMThe docs need a facelift.
The First case email you received from Support should have a table near the bottom.
I've summarized it in the snip below from the Worldwide Support Services Guide
Mike Lipscomb
02/20/2025, 7:47 PMimage.png
2 Views