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Turnkey Fully Managed Citrix Nerds Support Contract
Contractually Guaranteed Citrix Support 24 hours a day!
The Citrix Nerds Turnkey Fully Managed Support contract costs $24,995 annually and includes 100 hours of labor, with a 4 hour service level agreement (SLA), 24x7 support, monitoring, management and build services. Additional labor is billed monthly at a discounted rate of $150 per hour. Contracted clients are provided with a private extension on the standard 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 and/or that want to save money by not hiring a fulltime Citrix administrator. Managed support customers receive full-time monitoring of their Citrix environment with monthly utilization reports. The entire Citrix XenDesktop / XenApp environment is managed by a team of highly skilled Citrix Nerds engineers that take care of everything Citrix related to keep the environment running flawlessly. This includes applying recommended Citrix updates and performing product upgrades. As a bonus feature, build services are included, meaning if you want to add additional resources such as new servers or virutal workstations, this will be done as part of your contract. We consider this to be our turnkey solution for medium sized Citrix customers that want a reliable environment, but would rather do it as a paid for service than maintain it themselves.



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 Presentation Server / XenApp and associated products utilized by client (ie. Presentation Server, XenApp, License Server, IMA Datastore, Web Interface, Program Neighborhood Agent, Storefront, Netscaler, Citrix Secure Gateway, Provisioning Server, Edgesight) running on Windows 2003, Windows 2008 and Windows 2012 server environments;
3.   Additional support services shall include XenDesktop and associated products, including building Windows XP, Windows 7 and Windows 8.x Virtual machines for VDI utilized by a host of client platforms, such as Thin Clients, iPads and Remote workers;
4.   Service Level Agreement (SLA) shall be a maximum of 4 hours (this is the longest it will take for an engineer to respond to a service request);
5.   Client staff shall be provided with a private extension on the standard 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 and non-toll free phone number using different phone carriers from the standard 800 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 and unsupervised 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.  Client shall receive full-time monitoring of their Citrix enviroment using Edgesight which will be built if it doesn't already exist in the environment (Enterprise licenses required);
15.  Client shall be set up with a management virtual PC on their LAN accessible using Remote Desktop or LogMeIn.

TERM OF AGREEMENT
This agreement shall be in effect for a period of one year.

RATE
Turnkey Fully Managed Citrix Nerds Support contract costs $24,995 and includes 100 hours of labor per year, with additional labor 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.