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  • 1. December 12, 2012 Citrix Support Secrets Webinar Series Reduce your time to resolution with Citrix Auto Support Michael Ryan, Product Manager, Citrix Auto Support
  • 2. © 2012 Citrix | Confidential – Do Not Distribute What is the most common troubleshooting tool?
  • 3. © 2012 Citrix | Confidential – Do Not Distribute
  • 4. © 2012 Citrix | Confidential – Do Not Distribute
  • 5. © 2012 Citrix | Confidential – Do Not Distribute
  • 6. © 2012 Citrix | Confidential – Do Not Distribute
  • 7. © 2012 Citrix | Confidential – Do Not Distribute
  • 8. © 2012 Citrix | Confidential – Do Not Distribute What is Citrix Auto Support? 8 • Citrix Auto Support is an new support offering from Citrix • Citrix Auto Support provides: ᵒ Environment Summary ᵒ Known Issue Detection ᵒ Best Practice Advice • Citrix Auto Support is FREE
  • 9. © 2012 Citrix | Confidential – Do Not Distribute What products does Auto Support cover?
  • 10. © 2012 Citrix | Confidential – Do Not Distribute How does it work? 10 Information is quickly collected Data is analyzed and environment matched Against known issues Known issues, environment information & best practices are returned
  • 11. © 2012 Citrix | Confidential – Do Not Distribute How does it work? 11 • Citrix Auto Support has two distinct parts Information collection Data analysis
  • 12. Data Collection
  • 13. © 2012 Citrix | Confidential – Do Not Distribute Auto Support Data Collection 13 • Auto Support requires data in a structured format to facilitate Analysis • Each Product has its own method of generating the “Support Data Bundle” • Information can be used in Auto Support, or by Citrix Tech Support Information is quickly collected
  • 14. © 2012 Citrix | Confidential – Do Not Distribute Data Collection - 14
  • 15. © 2012 Citrix | Confidential – Do Not Distribute Data Collection - 15
  • 16. © 2012 Citrix | Confidential – Do Not Distribute Data Collection - 16
  • 17. Data Upload
  • 18. © 2012 Citrix | Confidential – Do Not Distribute Data upload - 18 taas.citrix.com
  • 19. © 2012 Citrix | Confidential – Do Not Distribute Data upload - 19
  • 20. Data Collection Demonstration
  • 21. © 2012 Citrix | Confidential – Do Not Distribute <live demo or video>
  • 22. Data Analysis
  • 23. © 2012 Citrix | Confidential – Do Not Distribute
  • 24. © 2012 Citrix | Confidential – Do Not Distribute
  • 25. © 2012 Citrix | Confidential – Do Not Distribute
  • 26. Data Analysis – Live Demo
  • 27. © 2012 Citrix | Confidential – Do Not Distribute
  • 28. © 2012 Citrix | Confidential – Do Not Distribute <live demo or video>
  • 29. So…. What’s next ?
  • 30. Feedback
  • 31. © 2012 Citrix | Confidential – Do Not Distribute taas@citrix.com
  • 32. © 2012 Citrix | Confidential – Do Not Distribute “Rule 1: The customer is always right.” “Rule 2: If the customer is ever wrong, re-read Rule 1..” Stew Leonard, CEO Stew Leonard’s 32
  • 33. © 2012 Citrix | Confidential – Do Not Distribute About Citrix Services Citrix Services make sure you succeed with your virtualization programs. How we can help Citrix Education – The fastest, most efficient way to get your team the virtualization skills they need. Online, on-site or in class. citrix.com/training Citrix Consulting – Intensive engagements for complex, critical or just plain massive projects. citrix.com/consulting Citrix Support – Always-on support services that leverage everything we know about best-practice deployment and maintenance. citrix.com/support Educate | Guide | Support | Succeed
  • 34. © 2012 Citrix | Confidential – Do Not Distribute • 40 insider troubleshooting tips • Covering XenDesktop, XenServer, XenApp and NetScaler • Citrix Support top engineers • FREE eBook • Citrix Auto Support • Available NOW! Secrets of the Citrix Support Ninjas
  • 35. © 2012 Citrix | Confidential – Do Not Distribute • Access: Unlimited Citrix Worldwide Technical Support – 24x7x365 or business hours • Coverage: Hardware returns & software updates • Products Covered: NetScaler, Access Gateway, Branch Repeater • citrix.com/support Hardware and Software Tech Support • Access: Unlimited Citrix Worldwide Technical Support – 24x7x365 • Coverage: Version updates & Tech Support • Products Covered: VDI-in-a-Box, CloudPlatform, CloudPortal Business Manager, AppDNA, XenClient • citrix.com/support
  • 36. © 2012 Citrix | Confidential – Do Not Distribute Support Programs • Access: Unlimited Citrix Worldwide Technical Support – 24x7x365 • Coverage: Major/minor software updates • Products Covered: All software products eligible for Subscription Advantage • citrix.com/premiersupport • Proactive: Knowledge of environment helps avoid issues and drives best practices • Responsive: Single point of contact to accelerate issue resolution • Relationship: Trusted advisor and customer advocate in Citrix • citrix.com/support
  • 37. Work better. Live better.