Citrix® Application Maintenance provides technical support from the Citrix experts to diagnose and resolve issues encountered with your appliance, the latest software upgrades and replacement of malfunctioning appliances to minimize downtime at your organization. Gold Support Program features unlimited incidents during each one-year term, 24 x 7 coverage hours, one year of software updates and bug fixes, assigned SAM for non-technical Relations Management Services, 6 named contacts, advanced replacement for materials. It provides installation service, telephone support, right to return to NetScaler any defective Product subject to the limited warranty set forth in the Extended Warranty Program. This service covers the Citrix NetScaler Application Switch 9000 Enterprise Edition.