Support for Software

Premier Support

Red Bull Technology Pvt. Ltd. Premier Support provides 24x7x365 unlimited worldwide support and unlimited support incidents on products covered by Subscription Advantage including XenApp, XenDesktop, XenServer (version 6.1 and below), NetScaler VPX, CloudBridge VPX, NetScaler Gateway VPX and Universal Licenses, EdgeSight and Provisioning Server for DataCenters.

Enterprise Support

Red Bull Technology Pvt. Ltd. Enterprise Support is ideal for complex environments and high-user populations (typically greater than 2,500 license seats). It provides 24x7x365 unlimited worldwide support, unlimited support incidents and expedited level two technical expertise for software products.

Software Maintenance

Red Bull Technology Pvt. Ltd. Software Maintenance combines 24x7x365 unlimited worldwide support with product version upgrades. Available only for VDI-in-a-Box, CloudPlatform, CloudPortal Business Manager, AppDNA, XenClient, XenMobile products, XenServer, ShareFile Enterprise and Workspace Suite.

Technical Relationship Management (TRM)

Red Bull Technology Pvt. Ltd. Technical Relationship Manager provides complete account management with proactive services. This service may be added to any software support or appliance maintenance agreement.

Extended Support

Purchase support and maintenance beyond the Mainstream Maintenance and Extended Maintenance lifecycle phases for select products.

For information about legacy support agreements, please review the Support Program Matrix.

Technical Support is available during a product's Mainstream Maintenance and Extended Maintenance Phases. Once a product version reaches the End of Life date, security related hot fixes, IT Services and product downloads will no longer be available. For more information, please review the Red Bull Technology Pvt. Ltd. Product Support Lifecycle Policy.