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Enterprise Citrix Nerds Support Contract
Highest Reliability Contractually Guaranteed Citrix Support 24 hours a day!
The Citrix Nerds Enterprise Support contract costs $24,995 annually or $2000 monthly with a one year minimum commitment after a $995 startup cost and includes Enterprise class 24x7 support, a 2 hour Rapid Response service level agreement (SLA) and daily system monitoring reports. Unlike typical break/fix support contracts, this contract also includes up to 10 hours of design and build services monthly so you can add additional infrastructure or create new/upgraded infrastructure. Additional labor associated with design and build services is only billed if the carryover from the previous month is used up after the current months allotment has been utilized, giving you potentially 20 hours in one month for design and build services. Excess design and build services are billed monthly at a discounted rate of $150 per hour. Contracted clients are provided with a private extension on a special 800 support number that will route their call to an enterprise class level support engineer. This contract is available for organizations that require a contracted/guaranteed service level agreement for break/fix and want design/build services included. Payment may be made via check on NET 30 terms with an approved purchase order.



This AGREEMENT made effective as of _____________ between Citrix Nerds and ____________________________.

NOW, THEREFORE, in consideration of the mutual covenants and agreements contained herein, Citrix Nerds and ____________________________ (client) agree as follows:

1.   Citrix Nerds shall provide client with 24X7 Citrix support services remotely (ie. telephone, email, text messaging, VPN, Terminal services, IP-KVM, GoToMeeting, etc) to assist client staff with resolving Citrix issues;
2.   Support services shall include Citrix XenDesktop / XenApp 7.x, Netscaler, Storefront, Provisioning Server (PVS), Machine Creation Services (MCS), VDI with Windows 7, 8 & 10 desktops, Server Hosted applications & VDI desktops on Windows 2008 R2 & 2012 R2, License Server, XenDesktop Director and EdgeSight;
3.   Legacy support for XenApp 6.5, 6.0, 5.0, Presentation Server 4.5, 4.0, 3.0, Metaframe XP, Web Interface 5.4, Citrix Secure Gateway (CSG & CAG), Citrix XenApp Fundamentals running on Windows Server 2003 R2 and Windows Server 2008 R2;
4.   Client device types supported are Windows 7, Windows 8, Windows 10, Mac OSX, iPhone, iPad, Android and Thin Client;
5.   Rapid Response Service Level Agreement (SLA) shall be a maximum of 2 hours (this is the longest it will take for an engineer to respond to a service request);
6.   Authorized client staff shall be provided with a private extension on a special 800 support number that will route their call to an enterprise class level support engineer;
7.  Citrix Nerds shall provide client staff with an additional toll free number, a non-toll free phone number and an Iridium Satellite phone number using different phone carriers from the standard support number in case of phone company problems;
8.   In the event that client experiences a mission critical outage and the only Citrix Nerds engineer available is working remotely or onsite with another client with a less severe issue as determined by the engineer, then the engineer shall cease working with the other client until client's issue is either resolved or in a state of being resolved;
9.   Client staff shall grant Citrix Nerds engineers supervised administrator level access to servers in client's environment;
10.   Citrix Nerds shall advise client staff of recommended best practices for Business Continuity Planning (BCP) and Disaster Recovery, including application of appropriate software updates;
11.   Citrix Nerds shall advise client staff of performance issues that may require onsite assistance (ie. Hard disk failure);
12.   Client staff shall replace defective hardware;
13.  Citrix Nerds shall document all service requests and corrective measures taken, including if requested a GoToMeeting video of the support call;
14.  Citrix Nerds shall only respond to service requests made by authorized client Information Services staff (client end users may not contact Citrix Nerds directly);
15.  Client shall have Citrix monitoring software installed to generate daily reports and detect potential issues;
16.  In addition to unlimited break / fix services, Enterprise support contracts include 10 hours of design & build services monthly with up to one month back carryover.

TERM OF AGREEMENT
This agreement shall be in effect for a minimum period of one year. If monthly service payment option is selected, then after one year contract shall auto-renew month-to-month unless 30 days written cancellation notice is received.

RATE
Citrix Nerds Enterprise Support contract costs $24,995 or $2000 monthly with a one year minimum commitment after a $995 startup cost. Unlimited break/fix labor is included, along with 10 hours of design & build services monthly with up to one month back carryover. Excess design and build services are billed monthly at a discounted rate of $150 per hour. Unused time or services cannot be applied to a new support contract or renewal and shall expire one year from contract inception date unless month-to-month conversion takes place.



Signed: Signed:




Printed Name / Title: Printed Name / Title:
Citrix Nerds