Extend Citrix Cloud service subscriptions
This article describes how purchased subscriptions for Citrix Cloud services expire and how you can extend your subscription.
In this article, monthly subscriptions refer to services that are purchased on a month-to-month basis. Annual subscriptions refer to services that are purchased on a yearly basis. Multiannual subscriptions refer to services that are purchased on a multi-yearly basis.
Citrix Service Providers (CSPs) can extend their subscriptions by submitting a zero-dollar purchase order to their CSP distributor. For more information about CSP product renewals and licensing, refer to the Citrix Service Provider Licensing Guide for Citrix Cloud, available through the Citrix Partner Central web site.
For monthly subscriptions, Citrix Cloud does not send notifications prior to expiration.
For annual and multiannual subscriptions, Citrix Cloud notifies you at certain intervals when your existing subscription approaches expiration. These notifications alert you to extend the subscription and avoid service interruption. The following notifications appear in the Citrix Cloud management console:
- 90 days before expiration: A yellow banner appears, showing the services that need to be extended and their expiration dates. This notification appears in the console every seven days or until the service is extended.
- Seven days before expiration: A red banner appears, showing the services that need to be extended and their expiration dates. This notification appears in the console until the service is extended or the 30-day expiration grace period elapses.
You can dismiss these notifications when they appear; however, they will reappear after seven days.
Citrix also sends you an email notification that includes a list of the services that need to be extended and their expiration dates. Citrix sends this notification at the following intervals:
- 90 days before expiration
- 60 days before expiration
- 30 days before expiration
- Seven days before expiration
- One day before expiration
After expiration: Service grace periods
When your service subscription expires, Citrix provides grace periods so you can extend your subscription or remove your data from the service. The grace period provided is different for monthly subscriptions and annual subscriptions.
Monthly service subscriptions
In the event you cancel your monthly service subscription, Citrix sends you an expiration notification email on the expiration date. The expiration date is the last day of the month in which you cancel the subscription. After expiration, Citrix allows administrators and users to continue accessing the service for five days. During this time, administrators are limited to enumeration and delete functions only. Citrix bills you for any charges you incur while using resources during the 5-day grace period.
If you don’t extend your subscription during the grace period, Citrix blocks administrators and users from accessing the service when the grace period elapses. As a reminder, Citrix sends you email notifications at the following intervals:
- One day after expiration (five days before the service is blocked)
- Three days after expiration (two days before the service is blocked)
After the grace period elapses, all resources associated with the service are shut down and powered off. If you need to retrieve any data you added to the service after the grace period ends, you can submit a request to Citrix Technical Support within 30 days after the service expiration date.
Annual and multiannual service subscriptions
For annual and multiannual subscriptions, Citrix allows you to continue accessing the service for 30 days after your subscription expires. If you don’t extend your subscription during this period, Citrix blocks administrators and users from accessing the service. As a reminder, Citrix sends you an email notification at the following intervals:
- 15 days after expiration (15 days before the service is blocked)
- 22 days after expiration (seven days before the service is blocked)
- 29 days after expiration (one day before the service is blocked)
The email notification includes a list of the expired services and their expiration dates.
If you extend your subscription during this 30-day grace period, your subscription term begins on the date of the service’s original expiration. For example, if the service expires on May 31 and you extend your subscription on June 25 (before the grace period ends), your extended subscription starts on May 31.
Support during service grace periods
If the service experiences a technical issue during the grace period, you must extend the subscription before submitting a support request. Citrix does not provide support for services with expired subscriptions.
After expiration: Service block and data retention
If the service subscription is not extended during the grace period, Citrix blocks access to the service in the following manner:
- For expired monthly subscriptions, administrators and users are blocked from access after five days past the expiration date.
- For expired annual and multiannual subscriptions, administrators and users are blocked from access after 30 days past the expiration date.
Citrix retains any data that you added to the service for 30 days after the service expiration date. If you extend your subscription before the 30-day retention period ends, your administrators and users can access the service with your data intact. Your extended subscription starts as follows:
- For monthly subscriptions, the start date of your first month’s subscription is the date you purchase the extension. Afterward, your subscription automatically renews on the first of each subsequent month.
- For annual and multiannual subscriptions, the start date of your extended subscription is the date you purchase the extension.
If you don’t extend your subscription before the 30-day retention period ends, Citrix resets the service and deletes any data that you added. If you agreed to allow Citrix to manage your cloud deployment (for example, when using Citrix Essentials services or the Azure Quick Deploy option in Citrix DaaS), Citrix performs the following actions after the 30-day retention period ends:
- Removes all customer-related data from Citrix databases.
- Deletes all resources related to Citrix Cloud services, including Citrix-managed VMs, that Citrix provisioned in your cloud environment. For a description of the Citrix-managed components that are included in specific Citrix Cloud services, refer to the service’s documentation.
Customer-managed Azure subscriptions
If you are using your own Azure subscription with a Citrix Cloud service, the service installs an app when you connect your Azure subscription to the service. If you don’t extend your Citrix Cloud service subscription, Citrix does not remove this app from your Azure subscription after the 30-day retention period ends. You must delete this app to remove the service completely from your Azure subscription. You can delete the app using one of the following methods:
- If administrators are not yet blocked from accessing the service, delete this app from within the service.
- If administrators are blocked from accessing the service, delete this app from within the Azure portal.
Purchase service extensions
To extend your subscription to Citrix Cloud services, contact your Citrix sales representative. To find your sales representative, use the following steps:
- Sign in to your Citrix account.
- Select Quoting (DOTI) and then select Transactions. Your sales representative and their email address are displayed near the top of this view.
Alternatively, visit the Citrix Customer Service page for contact information in your geographical region.
To complete the purchase, your sales representative needs the Organization ID for your Citrix Cloud account. To find your Organization ID, sign in to your Citrix Cloud account. Your Organization ID is displayed in the following places:
- In the customer menu, in the upper-right corner of the Citrix Cloud console.
- On the Account Settings page.