Citrix Support SecretsWebinar SeriesReduce your time to resolution with Citrix Auto SupportMichael Ryan, Product Manager, ...
What is the most common                             troubleshooting tool?© 2012 Citrix | Confidential – Do Not Distribute
© 2012 Citrix | Confidential – Do Not Distribute
© 2012 Citrix | Confidential – Do Not Distribute
© 2012 Citrix | Confidential – Do Not Distribute
© 2012 Citrix | Confidential – Do Not Distribute
© 2012 Citrix | Confidential – Do Not Distribute
What is Citrix Auto Support?    • Citrix Auto Support is an new support offering from Citrix    • Citrix Auto Support prov...
What products does Auto Support cover?© 2012 Citrix | Confidential – Do Not Distribute
How does it work?          Information is                                 Data is analyzed and         quickly collected  ...
How does it work?     • Citrix Auto Support has two distinct parts                           Information collection       ...
Data Collection
Auto Support Data Collection                                                          Information is                      ...
Data Collection -14   © 2012 Citrix | Confidential – Do Not Distribute
Data Collection -15   © 2012 Citrix | Confidential – Do Not Distribute
Data Collection -16   © 2012 Citrix | Confidential – Do Not Distribute
Data Upload
Data upload -                              taas.citrix.com18   © 2012 Citrix | Confidential – Do Not Distribute
Data upload -19   © 2012 Citrix | Confidential – Do Not Distribute
Data Collection Demonstration
<live demo or video>© 2012 Citrix | Confidential – Do Not Distribute
Data Analysis
© 2012 Citrix | Confidential – Do Not Distribute
© 2012 Citrix | Confidential – Do Not Distribute
© 2012 Citrix | Confidential – Do Not Distribute
Data Analysis – Live Demo
© 2012 Citrix | Confidential – Do Not Distribute
<live demo or video>© 2012 Citrix | Confidential – Do Not Distribute
So…. What’s next ?
Feedback
taas@citrix.com© 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..”                   ...
About                                                                  Educate | Guide | Support | SucceedCitrix ServicesC...
Secrets of the Citrix Support Ninjas• 40 insider troubleshooting tips• Covering XenDesktop, XenServer, XenApp and NetScale...
Hardware and Software Tech Support                                                    •   Access: Unlimited Citrix Worldwi...
Support Programs                                                    •   Access: Unlimited Citrix Worldwide Technical Suppo...
Work better. Live better.
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Reduce your time to resolution with Citrix Auto Support

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Part of the Citrix Support Secrets Webinar Series

"Citrix Auto Support is a simple, online troubleshooting platform and health-checker for your Citrix environment. It’s exactly the same tool that our own tech support experts use every day to diagnose and fix hundreds of known issues. Join this webinar to learn about this exciting new tool.

What you will learn:
- What Citrix products are supported and how to generate log files
- How to navigate the console (demo)
- Types of issues Citrix Auto Support can resolve
- How to sign up and starting using it (its free!)"

This webinar took place on December 12, 2012, the recording is available here
https://www1.gotomeeting.com/register/439724377

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  • At Citrix Services - we’re Citrix consultants, teachers and support engineers and we’re all about one thing: making sure you succeed.With our help, you’ll deploy high-performance, robust virtualization and networking projects, faster – with dramatically lower risk and higher return.The best Citrix architects and administrators are the ones who never stop learning – and Citrix Education is here to help you learn those skills.Citrix Consulting gives you direct access to our most experienced virtualization and networking experts.When it’s complex; when it’s mission-critical; when it’s big; That’s when Citrix consultants can really help.On your virtualization journey, you’ll want always-on support from people who really care about your success.There’s no better insurance for your Citrix investment than with Citrix Support.
  • Secrets of the Citrix Support Ninjas is a FREE eBook available next week.The eBook contains 40 insider troubleshooting tips for administrators.So the purpose of the eBook is to help administrators like you keep your Citrix deployments on track.We’ve collected some of their best tips and tricks for running robust Citrix environments and packaged them up into a free eBook.In it, you’ll discover some of the little-known tricks that our own support people use every day to tune, tweak, troubleshoot and test Citrix solutions. You may know a few of these tips. But you probably don’t know them all.And – you never know – you might discover just one that will change your life as an administrator.Let me give you a sneak peak now.
  • Now lets look at some of the options available from Citrix Support.Citrix Hardware SupportAlso known as appliance maintenance, provides technical support from our experts, which can help you diagnose and resolve issues encountered with your appliance.Some of the key benefits are listed on the slide, most notably the unlimited incidents you can open. This offering is available to our hardware products – NetScaler, Branch Repeater and Access Gateway.Also as part of this offering you are entitled to software updates and bug fixes as well as RMA replacement.Its important to note that with access to the latest software upgrades and replacement of malfunctioning appliances help to minimize downtime at your organization.Citrix Software SupportAlso known as software maintenance, combines 24x7x365 unlimited support with product version upgrades.Products covered are listed on the slide.With both of these offerings you can Add- On: Technical Relationship Management (TRM). I’ll cover TRM in more detail on the next slide.I’ll be sending an email to all registered attendees of this webinar with further details around our Services offerings and oppurtunites to learn more.
  • Premier SupportCitrix Premier Support provides 24x7x365 unlimited-incidents worldwide support for Citrix software products covered by Subscription Advantage. Products covered are: XenApp, XenDesktop, XenServer, NetScaler VPX, Branch Repeater VPX, Access Gateway VPX and Universal Licenses, EdgeSight,Provisioning Server and Application Streaming for DesktopsThis offering is available to all GEOs with our reps providing support in 9 languagesPremier Support customers are also invited along to Citrix TechEdge event at Synergy. This is a one-day training event on the latest troubleshooting techniques, methodologies, and diagnostic tools from Citrix technical support escalation engineers. TechEdge is held twice annually, once each during Citrix Synergy US and Citrix Synergy EuropeTRMWith any of the previous support offerings we discussed, you can add on a TRM – Technical Relationship Manager.This will offer your business a designated, highly trained single point of contact. The TRM has extensive experience delivering Citrix solutions and is equipped to troubleshoot and resolve complex issues quickly. Our goal is to minimize downtime exposure in your business through proactive advice and by managing support requests through a designated contactMostly importantly the TRM is intimately familiar with your Citrix infrastructure, like a virtual member of your team.As mentioned already I’ll be sending an email to all registered attendees of this webinar with further details around our Services offerings and oppurtunites to learn more.
  • Reduce your time to resolution with Citrix Auto Support

    1. 1. Citrix Support SecretsWebinar SeriesReduce your time to resolution with Citrix Auto SupportMichael Ryan, Product Manager, Citrix Auto SupportDecember 12, 2012
    2. 2. What is the most common troubleshooting tool?© 2012 Citrix | Confidential – Do Not Distribute
    3. 3. © 2012 Citrix | Confidential – Do Not Distribute
    4. 4. © 2012 Citrix | Confidential – Do Not Distribute
    5. 5. © 2012 Citrix | Confidential – Do Not Distribute
    6. 6. © 2012 Citrix | Confidential – Do Not Distribute
    7. 7. © 2012 Citrix | Confidential – Do Not Distribute
    8. 8. What is Citrix Auto Support? • Citrix Auto Support is an new support offering from Citrix • Citrix Auto Support provides: ᵒEnvironment Summary ᵒKnown Issue Detection ᵒBest Practice Advice • Citrix Auto Support is FREE8 © 2012 Citrix | Confidential – Do Not Distribute
    9. 9. What products does Auto Support cover?© 2012 Citrix | Confidential – Do Not Distribute
    10. 10. How does it work? Information is Data is analyzed and quickly collected Known issues, environment environment matched information & best practices Against known issues are returned10 © 2012 Citrix | Confidential – Do Not Distribute
    11. 11. How does it work? • Citrix Auto Support has two distinct parts Information collection Data analysis11 © 2012 Citrix | Confidential – Do Not Distribute
    12. 12. Data Collection
    13. 13. Auto Support Data Collection Information is quickly collected • 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 Support13 © 2012 Citrix | Confidential – Do Not Distribute
    14. 14. Data Collection -14 © 2012 Citrix | Confidential – Do Not Distribute
    15. 15. Data Collection -15 © 2012 Citrix | Confidential – Do Not Distribute
    16. 16. Data Collection -16 © 2012 Citrix | Confidential – Do Not Distribute
    17. 17. Data Upload
    18. 18. Data upload - taas.citrix.com18 © 2012 Citrix | Confidential – Do Not Distribute
    19. 19. Data upload -19 © 2012 Citrix | Confidential – Do Not Distribute
    20. 20. Data Collection Demonstration
    21. 21. <live demo or video>© 2012 Citrix | Confidential – Do Not Distribute
    22. 22. Data Analysis
    23. 23. © 2012 Citrix | Confidential – Do Not Distribute
    24. 24. © 2012 Citrix | Confidential – Do Not Distribute
    25. 25. © 2012 Citrix | Confidential – Do Not Distribute
    26. 26. Data Analysis – Live Demo
    27. 27. © 2012 Citrix | Confidential – Do Not Distribute
    28. 28. <live demo or video>© 2012 Citrix | Confidential – Do Not Distribute
    29. 29. So…. What’s next ?
    30. 30. Feedback
    31. 31. taas@citrix.com© 2012 Citrix | Confidential – Do Not Distribute
    32. 32. “Rule 1: The customer is always right.” “Rule 2: If the customer is ever wrong, re-read Rule 1..” Stew Leonard, CEO Stew Leonard’s32 © 2012 Citrix | Confidential – Do Not Distribute
    33. 33. About Educate | Guide | Support | SucceedCitrix ServicesCitrix Services make sure How we can helpyou succeed with yourvirtualization programs. 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 © 2012 Citrix | Confidential – Do Not Distribute
    34. 34. Secrets of the Citrix Support Ninjas• 40 insider troubleshooting tips• Covering XenDesktop, XenServer, XenApp and NetScaler• Citrix Support top engineers• FREE eBook• Citrix Auto Support• Available NOW! © 2012 Citrix | Confidential – Do Not Distribute
    35. 35. Hardware and Software Tech Support • 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 • 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 © 2012 Citrix | Confidential – Do Not Distribute
    36. 36. 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 © 2012 Citrix | Confidential – Do Not Distribute • citrix.com/support
    37. 37. Work better. Live better.

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