To accommodate increasingly irregular hours and rising demand, we have extended our Citrix Support service to a full 24 hours a day.

The massive shift initiated by many companies in recent weeks to support working from home and business continuity directives has in one sense been an interesting social experiment. While the expectation would be that people go about to the 9 to 5 in regular business hours, our service metrics and support requests suggest otherwise.

Time to change for the better.

From May 2020, we’re significantly increasing our Citrix support offerings, expanding from 08:00 to 18:00 support to full 24 hour coverage, 7 days a week, in line with increasing customer demand. Governed by our core SME Technical team, we’ve heavily invested in extending capacity to offer world-class, round-the-clock support for our growing customer base.

Our popular packages for 2020 include:

Support light

Round-the-clock support based on a monthly commitment of just one hour. If you have any unused time, it rolls over to the following month. You can use accrued time for proactive purposes, like annual advisory sessions or to schedule hours for BAU activities – or you can just keep the time on your account for a rainy day.

SME on demand

Designed for those organisations that have a good understanding of their Citrix infrastructure, but need help with more complex issues and some proactive guidance to tune their user experience. Our SMB packages typically suit 10-500 seat organisations or those who need assistance looking after specific elements of their infrastructure such as Citrix ADC or Citrix SD-WAN.

SME on demand – Plus

In addition to on demand break fix, our SMB on Demand Plus packages provide additional scale and structure to support integration with the larger IT teams, typically found in organisations supporting more than 500 users. Plus packages also proactive short, mid and long term strategic and tactical planning to reduce the risk of outages, enhance user productivity, data security and improve service efficiency.

Managed services

Focus on building your business and let cloudDNA take care of your service delivery. Packages range from traditional outsourcing to a more hybrid approach, working over a long term period with your team as a technical guide and backstop. With our Continual Improvement programme as standard, we’ll work with you to constantly evaluate the evolution of your challenges and ensure you stay one step ahead.

All support packages cover:

  • Citrix ADC (formally NetScaler),
  • Citrix SD-WAN (formally CloudBridge)
  • Citrix Virtual Apps & Desktops (formally XenApp & XenDesktop)
  • The wider Citrix portfolio, including cloud offerings.


If you would like to talk to us about our Support packages or any of our other products, please call 0330 010 3443 or email