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Legacy Systems Enterprise Citrix Nerds Support Contract
Enterprise Class Support for Legacy Systems 24 hours a day!
The Citrix Nerds Legacy Systems Enterprise Support contract costs $29,995 annually or $2500 monthly with a one year commitment after a $995 startup cost and includes 100 hours of labor, with a 2 hour Rapid Response service level agreement (SLA) and 24x7 support. Unlike typical break/fix support contracts, this contract also includes design and build services so you can add additional infrastructure or create new/upgraded infrastructure. Additional labor is billed monthly at a rate of $200 per hour. Contracted clients are provided with a private extension on a special 800 support number that will route their call to a legacy systems enterprise class level support engineer. A significant annual investment is made to keep our legacy systems engineers technologically proficient with older and obsolete systems in use by customers. This contract is available for organizations that require a contracted/guaranteed service level agreement and want the highest reliability possible.

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.   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, Windows Server 2008 and Windows Server 2008 R2;
3.   If possible, some frontend legacy infrastructure will be upgraded to be accessible from newer client devices requiring SSL SHA256 and current Citrix Receiver software;
4.   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);
5.   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;
6.  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 incase of phone company problems;
7.   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;
8.   Client staff shall grant Citrix Nerds engineers supervised administrator level access to servers in client's environment;
9.   Citrix Nerds shall advise client staff of recommended best practices for Business Continuity Planning (BCP) and Disaster Recovery, including application of appropriate software updates;
10.   Citrix Nerds shall advise client staff of performance issues that may require onsite assistance (ie. Hard disk failure);
11.   Client staff shall replace defective hardware;
12.  Citrix Nerds shall document all service requests and corrective measures taken, including if requested a GoToMeeting video of the support call;
13.  Citrix Nerds shall only respond to service requests made by authorized client Information Services staff (client end users may not contact Citrix Nerds directly);
14.  In addition to break / fix services, Legacy Systems Enterprise support contracts include design & build services.

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.

Citrix Nerds Legacy Systems Enterprise Support contract costs $29,995 and includes 100 hours of labor per year, with additional labor billed monthly at a rate of $200 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