Services · 24/7 Support
Round-the-clock support for Citrix, NetScaler, VMware, XenServer and your end-user infrastructure, with VIP Priority response in under 15 minutes. Plans start as low as $750 a month.
Altanora 24/7 Support gives your team direct access to certified Citrix and infrastructure engineers, day or night, through a phone line, a ticketing portal and email. Choose reactive support for when things break, or VIP Priority Support for front-of-queue response, a named team that knows your environment, and faster answers than standard vendor support.
Our L1, L2 and L3 technicians and engineers support environments of every size across Canada and the United States, in English and French. Support plans start as low as $750 a month.
Response times reflect Altanora VIP Priority Support targets.
Engineers who fix the problem, not just log it.
Call any time and reach an engineer who can act, not a message queue.
Open, track and update tickets online, with a knowledge base for common fixes.
Citrix, NetScaler, VMware, XenServer, Omnissa Horizon, Microsoft and Veeam, all in one place.
VIP clients work with engineers who already know their environment.
We open and manage cases with Citrix and other vendors for you, and stay on until it's resolved.
Service in English and French across North America.
How Altanora response targets compare with Citrix Standard Support.
| Severity | Citrix Standard | Altanora Standard | Altanora VIP Priority |
|---|---|---|---|
| Severity 1 (production down) | 30 min | 30 min | 15 min |
| Severity 2 (major impact) | 2 business hours | 4 hours, 24/7 | 1 hour, 24/7 |
| Severity 3 (minor impact) | 8 business hours | 24 hours, weekdays | 4 hours, weekdays |
Citrix Standard Support targets from citrix.com. Need ongoing management instead of reactive support? See Citrix Managed Services tiers.
What our support and managed services clients have achieved.
Global video game developer
$1.8M
saved over three years with Altanora FlexDaaS and 24/7 VIP Priority Support for graphics-heavy teams.
Altanora client engagement
Business jet manufacturer
24/7
VIP Priority Support covering manufacturing systems and business apps, backed by Altanora professional services.
Altanora client engagement
Netintegrity
0
user disruption during a deadline-driven Citrix Cloud move, with Altanora now providing ongoing support.
Altanora client engagement
From Our Clients
“Every interaction with Altanora has consistently exceeded my expectations. Their deep technical expertise, combined with a comprehensive understanding of our business challenges, allows them to deliver practical solutions and reliably meet their commitments.”Frederic St-Jean, Director of Information Technology
2026 Citrix Evangelist Partner of the Year and a Citrix Platinum Partner since 2006, with 70+ certified engineers across North America.
Every call reaches certified engineers with deep Citrix and VDI experience, not a scripted help desk.
Our in-house lab mirrors client environments so we can reproduce and fix issues faster.
Move from reactive support to fully managed services when you're ready, starting at $2,500 a month.
Altanora VIP Priority Support is a front-of-queue support plan with a 15-minute response target on Severity 1 issues, 24/7, handled by engineers who know your environment. It's faster than Citrix Standard Support, which targets 30 minutes for Severity 1 and business hours for lower severities.
Support plans start as low as $750 a month. Pricing depends on your environment and the response level you need, so we'll recommend the right plan after a short call.
Citrix Virtual Apps and Desktops, Citrix DaaS, NetScaler, XenServer, VMware vSphere, Omnissa Horizon, Microsoft infrastructure, Intune and Veeam.
Altanora can open and manage cases with Citrix on your behalf. Most Citrix subscriptions include vendor support, and our team handles the escalation so you don't have to.
Existing clients can open a ticket through the client portal, by emailing support@altanora.com, or by calling 514-849-1100 and choosing option 3. For general or sales questions, email sales@altanora.com.
Support is reactive: you call when something breaks. Managed services are proactive: we monitor, patch and maintain your environment so problems are prevented. Managed services that replace an in-house engineer start at $2,500 a month.
Talk to us about the right support plan for your environment.
Talk to a Support Expert