Quite simply, Citric Preferred Support Services give you direct access to the application server software experts. Many of Citrix support engineers are trained as Citrix Certified Administrators (CCA) and Microsoft Certified Systems Engineers (MCSE). In addition, these dedicated employees are constantly refining their skills and expanding their expertise into other technical areas through extensive training and certification programs. Citrix service experts can replicate technical issues in the lab and have access to extensive hardware and software resources for testing and troubleshooting. Citrix can even shadow a user session to physically see problems and quickly develop a solution.