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Support policy for Citrix services on Azure

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This article describes the Microsoft support policy that applies when you run Citrix services on Microsoft Azure. It also describes related Citrix support policies.

Original product version:   Virtual Machine running Citrix Original KB number:   4017697

Frequently asked questions

Q: What is the support policy for using Citrix services on Azure?

Microsoft will provide support for Azure Platform and Services only. Support for Citrix Services will be provided directly by Citrix. For more information about Azure support, see Azure support plans.

For more information about Citrix Support, see the following:

Customers can initiate joint troubleshooting between Microsoft and Citrix if they are entitled to support from both companies.

Q: How can customers get support from Citrix?

Support for Citrix services is provided directly by Citrix. Before contacting Citrix Support, have the required support information ready to provide for Citrix to assist you quickly.

Q: How long does it take for deployment to complete within Citrix Cloud?

It can take up to 4 hours. If the deployment is still pending after 4 hours, open a support ticket with Citrix, following the steps mentioned above. In your correspondence with Citrix Support, reference Azure XenDesktop Essential Provisioning, and include the required support information.

Q: What is the support policy for XenApp trial?

XenApp Trial is not a formally supported product. Contact Citrix directly at XenAppAzureTrial@citrix.com for best effort support directly from Citrix.

Contact us for help

If you have questions or need help, create a support request, or ask Azure community support. You can also submit product feedback to Azure feedback community.

Third-party information disclaimer

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Third-party contact disclaimer

Microsoft provides third-party contact information to help you find additional information about this topic. This contact information may change without notice. Microsoft does not guarantee the accuracy of third-party contact information.