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1. People who do more than want to close the ticket without actually looking into and solving the customer's problem 2. People who want to do more than continually asking for logs that were already sent multiple times just to put the ticket in "waiting on customer" status 3. People who know the product(s) they are providing "support" for 4. If you take the time to look around, you will see that Citrix (non)Support is a laughing stock, and most people do anything to avoid dealing with Citrix (non)Support. 5. The CTPs have voiced these concerns MANY times over MANY years, yet nothing ever changes. Well, except you pay more to get no support

Tell them to stop taking on contractors and letting them work to 48 hour (!!!!) SLAs

It needs properly managing, training for some of the staff, standard process for troubleshooting, tools generated to resolve common issues. All in all, I think from the service state, it's a fire fight.

Frankly, Citrix really needs a complete overhaul on support. My experience has been the same as many who have commented. We've had a persistent PVS issue that has not been solved with multiple tickets and countless logs. We've received our best support while implementing AppLayering but it took escalation to a high level to achieve that result. I think @Webster Webster summarized it well and I know I've heard the CTP's bring these concerns up before. Partially, it has created this large community of experienced people who know how to implement and troubleshoot Citrix, but it has led to many failed and neglected implementations of Citrix that leave a bad taste in customer's mouths. We had new IT leadership start over a year ago and they were downright hostile to Citrix and wondered why we even needed it. My only guess is that had experience with bad implementations in the past. Not to mention the cost Citrix charges. Our network team has had nothing but contempt for NetScaler and this comes out in frequent sales and support calls. They have a bias towards Cisco, but they always laud Cisco support and that's what they compare everything to. I think you need to take a close look at how Nutanix hires and trains their support, and while I've not called Nutanix myself, I've heard a lot of great feedback from others who praise their support. I also feel everyone working in a support role should read "How to Find a Wolf in Siberia" by Don Jones. Great book on troubleshooting. I'm sure others can suggest other titles. I will note that the TRM program is also hit and miss, but we've had a fantastic TRM the last few years and a good TRM makes all the difference in your relationship with Citrix Support and Citrix in general.

At this point, I would prefer an automated system that lets ME route my call to the appropriate group. 9 out of 10 times the person that fields the call doesn't have a clue what I'm taking about. I cannot tell you how many times when I citrix coud/dass, they ask me what version I'm running. We have priority support and we still get tier 1 people all the time. I hesitate to call support until I absolutely have to because I've already done everything they will suggest.

I have heard a rumour that going forward that they will only offer support to the top 100 companies with the rest of the support going through partners dont know how true that is

There have been licensing changes for the large customers but not support changes to the best of my knowledge.

the need to open up the internal support tools to partners if they are going to offload support to us

Almost every ticket I've raised in the past, support try and arrange a call outside of the region's standard working hours, evey damn time then just say we sat on a gtm waiting for you. It ticks a box and they know that there isn't much risk of someone actually responding then unless it's a critical P1. Even then you have to dance your way up the chain, even after presenting all the typically required data and logs to them ahead of time. I try to avoid raising tickets as it's been the same way for years, I kinda hoped this would not be an issue now I work in an org with 500k people in it but nope still the same. Saying that my TAM's are awesome, I asked them something directly yesterday as I didn't want to raise a ticket and got it sorted in an hour.

they never look at the timezone you are in, it’s been that way forever

Australia and Ireland were great from what I remember. I've gotten a few good S.Fl guys via escalation

oh yeah Ireland were great too

Sometimes I just want to ask a general question without them insisting on a G2M.