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Unlimited Premium Citrix Nerds Support Contract
Contractually Guaranteed Unlimited Citrix Support 24 hours a day!
The Citrix Nerds Unlimited Premium Support contract includes 24x7 support with a 2 hour Rapid Response service level agreement (SLA). The contract costs $1000 monthly and requires a one year minimum commitment. The startup cost is $995 and includes a system audit and installation of monitoring software. If the system audit reveals a sub-standard environment then the customer will be required to perform remediation or have those components excluded from support. Design and build services, including remediation of outdated Citrix components are outside the scope of this contract and billable separately at a discounted rate of $100 per hour and invoiced monthly on NET 30 terms. Contracted clients are provided with a private extension on a special 800 support number that will route their call to a premium support engineer. This contract is available for organizations that require a contracted/guaranteed service level agreement and do not want a limit on the amount of support hours available annually. Supported Products are Citrix XenDesktop / XenApp 7.15+, Netscaler 12+, Storefront 3.15+, Provisioning Server (PVS) 7.15+, Machine Creation Services (MCS), VDI on Windows 10, Server Hosted Desktops and Published Applications on Windows 2012 R2 & 2016. 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 7.15+, Netscaler 12+, Storefront 3.15+, Provisioning Server (PVS) 7.15+, Machine Creation Services (MCS), VDI on Windows 10 desktops, Server Hosted applications & VDI desktops on Windows 2012 R2 & 2016, License Server and XenDesktop Director;
3.   Legacy support for XenApp 6.5 on Windows Server 2008 R2;
4.   Client device types supported are Windows 7, 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 a premium support engineer;
7.  Citrix Nerds shall provide client staff with an additional toll free number and a non-toll free 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 clients' 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.  An audit shall be performed upon start of contract and client shall perform remediation of sub-standard components in the environment or have them excluded from support services.

TERM OF AGREEMENT
This agreement shall be in effect for a minimum period of one year with services billed in advance on the first of each month and due on NET 30 terms. After one year contract shall auto-renew month-to-month unless 30 days written cancellation notice is received.

RATE
Citrix Nerds Unlimited Premium Support contract costs $1000 per month and includes unlimited break/fix support. Design and build services are provided separately at a discounted flat rate of $100 per hour and billed monthly on NET 30 terms.



Signed: Signed:




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