Citrix Application Virtualization
 - Enhanced Service

Service Description
Citrix Application Virtualization is a solution to publish applications into a secure on-demand service available to any user, anywhere, on most devices. With this solution, you can deliver individual web and Software as a Service (SaaS) applications to PCs, Macs, tablets, smartphones, laptops and thin clients with a high-definition user experience.

Customer Benefits
Citrix Application Virtualization provides failover and redundancy capabilities designed to increase availability, data protections as well as reduced downtime for maintenance. Customer’s benefit from the rapid deployment of applications. Virtualized applications can be siloed and isolated. Additionally, it allows applications to run in parallel with others that may traditionally exhibit compatibility issues.

Customer Responsibilities
Customer will need to provide; location, permission of access and any application documentation to known technical dependencies/interdependencies that are connected to other applications, files or databases migrating to Citrix along with valid billing codes.

To request this service, customers should please contact the Technology Support Center at 307-777-5000 or using the the web Help Ticket System (HTS). Customer involvement is essential to resolving issues, therefore, the customer will need to provide a primary and secondary point of contact.

ETS Responsibilities
ETS will provide the Citrix hosting environment, migration assistance, maintenance schedule notification, service monitoring/alerting as well as service provisioning and implementation.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category  Evaluation Criteria   Target
Availability  Citrix UpTime  99%
Incident Responsiveness Citrix support staff responds to the customer (i.e acknowledges and confirms receipt of incident ticket) within 30 minutes during State of Wyoming official business hours  100%
Incident Resolution Citrix support staff resolves incident within 4 hours.  100%

Service Rates

Service      Cost  Unit
Enhanced Service - Citrix Application Virtualization  $10.33  Per user, per month