Frequently Asked Questions - Partners

Citrix Software Maintenance for Subscription Advantage Products

February 16, 2015

Table of Contents
FAQs - Partners .......................................................................................................................................................................................... 4
General Questions ................................................................................................................................................................................. 4
What is Citrix Software Maintenance for Subscription Advantage products? .................................................................................. 4
What are the benefits of the Citrix Software Maintenance program? .............................................................................................. 4
What Subscription Advantage products are eligible for Citrix Software Maintenance? ................................................................... 4
What products will no longer be offered with Subscription Advantage? .......................................................................................... 5
Are there multiple levels of Citrix Software Maintenance? ............................................................................................................... 5
What are the Citrix Software Maintenance program rules? .............................................................................................................. 5
What are the Citrix Software Maintenance Agreement Terms? ....................................................................................................... 5
When is Citrix Software Maintenance for Subscription Advantage products available for purchase? ............................................. 6
How can customers opt in to Citrix Software Maintenance? ............................................................................................................ 6
What does Unlimited 24x7x365, vendor direct, worldwide technical support mean? ..................................................................... 6
How does Citrix Software Maintenance differ from Subscription Advantage? ................................................................................. 6
How does introduction of Software Maintenance for Subscription Advantage products impact the existing Software
Maintenance program? ..................................................................................................................................................................... 6
Licensing, Pricing, Discounting and Order Transaction Questions ......................................................................................................... 6
How is Citrix Software Maintenance licensed? .................................................................................................................................. 6
How is pricing determined for Citrix Software Maintenance? .......................................................................................................... 7
What sales program discounts apply to Citrix Software Maintenance SRP? ..................................................................................... 7
What channel discounts are available when reselling Citrix Software Maintenance? ...................................................................... 7
Will Citrix Software Maintenance qualify for Citrix Advisor Rewards (CAR)? .................................................................................... 7
How will a new product order be handled with Software Maintenance? ......................................................................................... 8
What if a customer wants to opt in to the Software Maintenance program and has existing product assets? ............................... 8
What if a customer wants to combine new and existing assets to Software Maintenance? ............................................................ 8
How will renewal transactions and upgrades to Software Maintenance orders be handled? .......................................................... 8
How will active Premier Support customers opt in to Software Maintenance?................................................................................ 8
Sales Questions ...................................................................................................................................................................................... 8
Can Citrix Partners sell Citrix Software Maintenance? ...................................................................................................................... 8
Are there any partner incentives? ..................................................................................................................................................... 8
How should Citrix Software Maintenance be positioned versus the Partners Support offering(s)? ................................................ 9
When should I position Citrix Software Maintenance to my Subscription Advantage customer? .................................................... 9
Does the customer get notified of Citrix Software Maintenance when we communicate Citrix Subscription Advantage
membership renewal? ....................................................................................................................................................................... 9
When is the optimum time for a customer to consider purchasing Citrix Software Maintenance? ................................................. 9
What do I do if the customer already has an existing support agreement? ...................................................................................... 9
Frequently Asked Questions - Partners

What sales tools are available to assist me?.................................................................................................................................... 10

Where can I find a list of all my licenses eligible for Software Maintenance? ................................................................................ 10
How many years of Citrix Software Maintenance can be purchased? ............................................................................................ 10
Additional Questions............................................................................................................................................................................ 10
When will Citrix Software Maintenance membership renewal dates synchronize? ....................................................................... 10
What happens if a customer with Citrix Software Maintenance falls out of compliance on one of the entitlements? ................. 10
What happens if a customer has actively opted into Software Maintenance but wishes to downgrade back to Subscription
Advantage for a specific product line?............................................................................................................................................. 10
What happens if a customer doesnt consume any services during their Citrix Software Maintenance membership? ................. 11
Can Citrix Software Maintenance be transferred from one customer to another as part of an approved license transfer request?
......................................................................................................................................................................................................... 11
What support programs are being discontinued and when? .......................................................................................................... 11
What add-ons are available to Software Maintenance purchases? ................................................................................................ 11
Where can I find more information about Citrix Software Maintenance? ...................................................................................... 12

Frequently Asked Questions - Partners

FAQs - Partners
General Questions
What is Citrix Software Maintenance for Subscription Advantage products?
Effective February 16, 2015 Citrix Systems, Inc. will introduce the Citrix Software Maintenance Program across all Citrix Subscription
Advantage products. Citrix Software Maintenance is a complete, stand-alone offering combining world class 24x7x365 unlimited
worldwide support with product version updates. The Software Maintenance Program will provide our customers with support and
maintenance to ensure they are successful with our products helping to further drive product satisfaction. The introduction of
Software Maintenance for all software products will include the following:

All Citrix software products will be offered with Software Maintenance (SWM) as standard.

Existing XenApp and XenDesktop customers can continue to purchase products with embedded Subscription Advantage or
upgrade to the additional value and security Software Maintenance provides.

All Software Maintenance purchases will follow the discount schedule introduced with the launch of the Citrix Workspace
Suite which enables customers to apply their product volume discount to their Software Maintenance initial purchase and
future renewal transactions.

As part of this launch, the existing Premier Support and Enterprise Support offerings will be discontinued.

What are the benefits of the Citrix Software Maintenance program?

Citrix Software Maintenance combines world-class 24x7x365 unlimited worldwide support with real time access to all major and
minor product updates released during the membership term. The program provides a convenient way for customers to budget for
their technical support and product version upgrades annually without having to anticipate variable costs throughout the year.
Features include:

Worldwide 24x7x365 access to support by phone and web

Expert assistance from experienced Citrix engineers to diagnose and resolve issues

Unlimited support incidents

Latest product version upgrades and product features set updates (includes any major changes to the underlying product
architecture and/or updates to the feature set of a given product platform, and can be distributed via major or minor
version releases or through hotfix roll up packs).

What Subscription Advantage products are eligible for Citrix Software Maintenance?
Existing customers of the following products can upgrade to the new product packaging and take advantage of the incremental
benefits provided with Citrix Software Maintenance or continue to renew or purchase product with embedded Subscription
Advantage (version update rights only):

XenApp

XenDesktop

EdgeSight*

Provisioning Server for DataCenters*

*Renewable only
Note: (Free) Editions of Citrix Products and NetScaler options are not eligible to receive support under the Citrix Software
Maintenance program.
Frequently Asked Questions - Partners

What products will no longer be offered with Subscription Advantage?

The following products will no longer be offered with Subscription Advantage and will require Software Maintenance effective
February 16, 2015:

NetScaler VPX

CloudBridge VPX, Plug-ins

NetScaler Gateway VPX

NetScaler Gateway Universal Licenses

Are there multiple levels of Citrix Software Maintenance?

No. At this time, Citrix Software Maintenance is available as an unlimited 24x7x365, vendor direct, worldwide technical support
offering.
What are the Citrix Software Maintenance program rules?
Software Maintenance is sold and compliance is managed by product line. A customer must maintain active Software Maintenance
on all assets purchased for a given product line to receive the benefits.
If at any time during the Software Maintenance agreement term any of the program eligibility requirements are not met, the
customer will have 30 calendar days to achieve compliance. Should the customer be unable to maintain compliance after the 30
calendar day period has expired, the customer will be notified that they will no longer be able to open support cases until such time
as full compliance has been achieved. The customer can contact their local support sales team or partner to assist with any noncompliance issues. Contact Citrix Support Sales:

Americas - support.sales@citrix.com

EMEA - supportprograms@eu.citrix.com

APAC - support.admin@citrix.com.au

Japan - support@citrix.co.jp

Once Software Maintenance program compliance is met, the customer will be notified that they are once again able to access
Technical Support and enjoy the full benefits of their Software Maintenance agreement.
Please Note: In cases where a customer has limited benefits due to a lack of compliance no extensions nor refunds will be provided.
What are the Citrix Software Maintenance Agreement Terms?
For initial purchases, Software Maintenance agreements will begin based on the fulfillment date of the license(s) purchased.
Customers can purchase Software Maintenance in one (1) year increments up to a maximum of five (5) years.
Software Maintenance renewals and Upgrades from Subscription Advantage to Software Maintenance are quoted and transacted
via the Manage Maintenance Programs tool on www.citrix.com/myaccount. The following rules will apply:

All licenses included in a Software Maintenance renewal transaction will be date-synched to the same expiration date.

All quote calculations will leverage a calculated daily rate to support flexibility in renewal term and ability to date-synch
multiple assets to a single contract end date.

Software Maintenance renewals will be based on the current Software Maintenance agreements expiration date. The new
agreement period will begin with the completion of the previous period, with no lapse in coverage.

Frequently Asked Questions - Partners

When is Citrix Software Maintenance for Subscription Advantage products available for purchase?
Effective February 16, 2015 customers can purchase Citrix Software Maintenance.
How can customers opt in to Citrix Software Maintenance?
There are three ways a customer can opt in to the Citrix Software Maintenance program:

Initial Product Purchase

o

Upgrade from SA or PS
o

A customer can purchase new product with Software Maintenance

A customer has Subscription Advantage (SA) or has active Premier Support (PS) and chooses to upgrade to
Software Maintenance

Inherit SWM Asset

o

A customer transfers existing assets with SWM from one Org ID to another

Two Org IDs merge where at least one of the Org IDs has SWM

What does Unlimited 24x7x365, vendor direct, worldwide technical support mean?
The ability for a Citrix customer with active Software Maintenance to call Citrix technical support engineers at any time and from any
location to receive support for their Citrix environment. All Citrix support services are provided primarily in the English language.
Citrix technical support centers offer support in other languages during local business hours. Subject to availability, you may request
to be supported in a language other than English when opening a Service request. Our support centers currently offer support in
nine languages, although we cannot guarantee availability:
Americas:
EMEA:
APAC:
Japan:

English, Spanish, Portuguese

English, French, German, Spanish
English, Cantonese, Mandarin and Korean
Japanese

How does Citrix Software Maintenance differ from Subscription Advantage?

Citrix Software has traditionally been sold with one (1) year embedded Subscription Advantage providing Citrix customers with a
renewable membership that delivers access to all version updates during the membership period. Citrix Software Maintenance is a
complete, stand-alone offering combining world class 24x7x365 unlimited worldwide support with product version updates and by
introducing Citrix Software Maintenance for Subscription Advantage products, it aligns all Citrix software products to be offered with
Software Maintenance as a standard.
How does introduction of Software Maintenance for Subscription Advantage products impact the existing Software Maintenance
program?
The introduction of Software Maintenance for Subscription Advantage products does not impact the existing Citrix Software
Maintenance program available for VDI-in-a-Box, CloudPlatform, CloudPortal Business Manager, AppDNA, XenClient, XenMobile,
XenServer (version 6.2), ShareFile Enterprise and Workspace Suite.

Licensing, Pricing, Discounting and Order Transaction Questions

How is Citrix Software Maintenance licensed?
Citrix Software Maintenance is a membership that is applied to the product line for which it is being purchased. Consequently the
pricing and licensing of Software Maintenance is directly aligned to the pricing and licensing of the Product line Citrix Software
Maintenance is being purchased for. For example Citrix Software Maintenance for Citrix XenDesktop is sold under a User/Device and
Concurrent model to mirror the license models available under the Citrix XenDesktop product line.

Frequently Asked Questions - Partners

How is pricing determined for Citrix Software Maintenance?

Software Maintenance pricing is determined by agreement status, product edition, licensing program discounts and age of
agreement expiration. Customers can apply their ELA, Education or GELA discounts to their Software Maintenance line items.
What sales program discounts apply to Citrix Software Maintenance SRP?
Customers purchasing Software Maintenance under the ELA, Education or GELA programs will now follow the volume Enterprise
License Agreement Program discount model providing customers with a cost effective maintenance program as they scale their
Citrix investment. In addition, this program will help ensure Citrix and its partners remain consistent and competitive in the
marketplace. Volume discounting can be applied to initial purchases and future renewal transactions (ELA discounts cap at 45%).
The discount will be based on customers current ELA, Education or GELA program level at time of initial Software Maintenance
purchase for a particular asset.
Discount Schedule:
Software Maintenance

ELA
1

ELA
2

ELA
3

ELA
4

ELA
5

ELA
6

ELA
7

GELA
1

GELA
2

GELA
3&4

EDU

Customer

25%

25%

30%

35%

40%

45%

45%

40%

45%

45%

40%

Discount Program Parameters:

This is a global program offering.

This applies to all software maintenance product lines. For initial orders, ELA 1 begins at 25% and capped at 45%.

If an ELA contract expires, the customer drops to base ELA level and receives the minimum 25% discount.

At point of launch, the discount will be based on customers current ELA, Education or GELA program level at time of initial
Software Maintenance purchase for a particular license asset.

Note: Software Maintenance does not count towards a customers ELA, Education or GELA thresholds.
What channel discounts are available when reselling Citrix Software Maintenance?
Citrix partners who resell Citrix Software Maintenance will receive the same discounts and, where applicable, agency fees as they do
today when selling Citrix Workspace Suite.
Will Citrix Software Maintenance qualify for Citrix Advisor Rewards (CAR)?
Citrix Advisor Rewards is a Partner Incentive Program focused exclusively on rewarding value selling and alignment with Citrix goals
as exhibited in a product sale. Associated services such as Citrix Subscription Advantage and Citrix Software Maintenance do not
qualify for Citrix Advisor Reward payment calculations.

Frequently Asked Questions - Partners

How will a new product order be handled with Software Maintenance?

Software Maintenance purchases with new product orders are placed at the same time as the new product standalone SKUs
(without embedded Subscription Advantage) with 1 SKU for the product and a 2nd SKU for Software Maintenance. Software
Maintenance can be purchased from 1 up to a total of 5 years or up to the products end of support date.
Note: Customers cannot purchase standalone product, they must select either a product with embedded Subscription Advantage or
a product + Software Maintenance
What if a customer wants to opt in to the Software Maintenance program and has existing product assets?
To opt in to the Software Maintenance program, customer or partner must upgrade the existing assets maintenance program
through the online renewal tools. www.citrix.com/myaccount for End Users or www.citrix.com/partnercentral for Partners and
Distributors.
What if a customer wants to combine new and existing assets to Software Maintenance?
Customers/partners will be required to upgrade any non-Software Maintenance assets to Software Maintenance before placing a
new, incremental order for product with Software Maintenance. Existing eligible assets may be upgraded to Software Maintenance
through the online renewal tool.
Note: Orders for new product with Software Maintenance will be blocked if customer has existing assets for the same product line
with Subscription Advantage only. Customer/partner must upgrade existing assets to Software Maintenance before new order is
placed. When a new product order qualifies a customer for a higher ELA or GELA level, the new product order must be transacted
first. Please contact Citrix Sales to assist with the new discount order transaction.
How will renewal transactions and upgrades to Software Maintenance orders be handled?
Customers and Partners (in select Geos) can upgrade or renew Software Maintenance using the online renewal tools available on
one of Citrixs secure portals:

End-user go to www.citrix.com/myaccount and under the Support and Maintenance section select the Renew and
Manage Maintenance Programs

Partners and Distributors go to www.citrix.com/partnercentral and under the Manage section select the Manage My
Customers Maintenance Programs

How will active Premier Support customers opt in to Software Maintenance?

Customers with active Premier Support will be able to opt in to Software Maintenance at renewal or when purchasing new product
under the same product line as their existing Premier Support assets.

Sales Questions
Can Citrix Partners sell Citrix Software Maintenance?
Yes. Just as with Citrix Subscription Advantage partners can upgrade their customers to the value and security that Citrix Software
Maintenance provides and include it in their product orders and renewal quotes. In fact, for the vast majority of the Citrix Partner
community, reselling Citrix Software Maintenance allows them to make profit without taking on the cost of managing the support
process. This also allows Citrix Partners to focus on more profitable, personalized consulting engagements with the customer
leveraging Citrix support to manage Level 1- Level 3 issues.
Are there any partner incentives?
Citrix partners who resell Citrix Software Maintenance are eligible to earn the same margins and, where appropriate, Agency Fees as
they currently enjoy for Citrix Workspace Suite as part of an initial product purchase and/or renewal purchase.

Frequently Asked Questions - Partners

How should Citrix Software Maintenance be positioned versus the Partners Support offering(s)?
Citrix Software Maintenance is complimentary to the specialized, onsite, higher end services that the majority of Citrix partners offer
today. There is also a clear recognition within the customer and partner community that vendor based support is an expectation and
that partners need to elevate their support offerings with local personalized offerings that are focused on a holistic view of the
customers IT environment.
When should I position Citrix Software Maintenance to my Subscription Advantage customer?
Citrix Software Maintenance should always be presented to Citrix customers as part of any relevant product opportunity or Citrix
Subscription Advantage membership renewal as an upgrade opportunity.

Primary motions for product sales are the following:

o

Net new customer opportunities and existing customers exploring their product or maintenance and support
options. These customers are prime candidates for a conversation around increasing the value, benefits and
security of their Citrix investment with Software Maintenance to assist them in rapidly realizing the return on
investment as they would expect from their Citrix purchase.

Primary motions for renewal sales are the following:

o

Subscription Advantage renewal customer with no support, Trade-up opportunity customer, Edition upgrade
or current Premier Support customer opting in to the Software Maintenance program will provide them added
value, benefits and security providing peace of mind and confidence that their critical Citrix environment is
covered by unlimited 24x7x365, vendor direct, worldwide technical support along with product updates.

Does the customer get notified of Citrix Software Maintenance when we communicate Citrix Subscription Advantage membership
renewal?
Yes. All existing customers will receive tailored communications clearly detailing the options available to them and the steps
required to opt into the program after February 16, 2015.
When is the optimum time for a customer to consider purchasing Citrix Software Maintenance?
All Citrix software products will now offer Software Maintenance (SWM). Citrix Sales, Renewal Sales and Partners should help the
customer understand the added value, benefits and security that Software Maintenance provides and volume ELA discount schedule
as they scale their Citrix investment. The optimum time for a customer to consider Citrix Software Maintenance is:

When purchasing Citrix product for the very first time. Citrix Software Maintenance can assist customers in achieving faster
return on investment from their Citrix environment.

When purchasing a new Citrix product line for the first time. Citrix Software Maintenance can assist customers in achieving
faster return on investment from their Citrix environment.

When renewing their Subscription Advantage memberships. Opting in to Citrix Software Maintenance brings added benefits
and security providing peace of mind and confidence that their critical Citrix environment is covered by unlimited 24x7x365,
vendor direct, worldwide technical support.

What do I do if the customer already has an existing support agreement?

Make sure the customer is aware of the Citrix Software Maintenance Program and their options prior to their renewal dates. For
those customers with existing support offerings:

Customers with active Premier Support will be able opt in to Software Maintenance at renewal or when purchasing new
product under the same product line as their existing Premier Support assets.

For those agreements being discontinued that will now require Software Maintenance, be clear on the increased value,
benefits and security from the Citrix Software Maintenance offering and volume ELA discount schedule as they scale their
Citrix investment to empower our customer to make an informed decision.

For legacy agreement customers, they can continue to renew their current agreement offering or determine if Software
Maintenance provides better value as they scale their Citrix investment.

Frequently Asked Questions - Partners

What sales tools are available to assist me?

The following sales tools are available:

SalesIQ content Sales Overview, Fact sheet, FAQs and more:

https://citrix.gosavo.com/Search/Search.aspx?criteria=Software+Maintenance (internal)

SWM Upgrade Calculator for Subscription Advantage Products - Lead gen tool to calculate SRP of SWM for Subscription
Advantage product: http://www.citrix.com/swmcalculator

Software Maintenance homepage on Citrix.com: http://www.citrix.com/support/programs/software-support/softwaremaintenance.html

Where can I find a list of all my licenses eligible for Software Maintenance?
To see a list of all your Citrix Software licenses eligible for Software Maintenance including all licenses already on Software
Maintenance review the following:

For customers- On www.citrix.com/myaccount select All Licensing Tools under the Licensing section and then select
Upgrade from the button options. Under the Upgrade section select Maintenance Upgrade Options. You can see all
licenses that are eligible.

For partners- On www.citrix.com/partnercentral select the Licensing and Renewal tab and then Upgrade My Products
from the dropdown, then click on the Maintenance Upgrade Options tab. You can see all licenses that are eligible.

How many years of Citrix Software Maintenance can be purchased?

Software Maintenance can be purchased up to 5 years but not beyond the products end of support date.

Additional Questions
When will Citrix Software Maintenance membership renewal dates synchronize?
As part of every Software Maintenance renewal transaction all active covered entitlements must have their Software Maintenance
memberships synchronized to the same end date. Citrix Renewal tools will enforce this as part of each and every Software
Maintenance renewal quote and purchase.
This simplifies compliance with the Software Maintenance terms and conditions, avoiding unnecessary exposure in the customers
Software Maintenance coverage and allows the customers to manage budgets for renewals more efficiently. Any additional sales of
product will come with a minimum of one (1) years Software Maintenance and will be synchronized to a common end date at the
next renewal purchase.
What happens if a customer with Citrix Software Maintenance falls out of compliance on one of the entitlements?
Any customer with an active Citrix Software Maintenance membership with product entitlements whos Citrix Software
Maintenance membership expires or falls out of compliance will be notified that they are no longer in compliance with the terms
and conditions of the Citrix Software Maintenance program and offered options to resolve the situation. Options will include:

Reinstating the Citrix Software Maintenance membership or even rescinding rights to the entitlement with expired Citrix
Software Maintenance membership in order to reestablish compliance and continue to receive the service.

If after thirty (30) days the customer has not achieved compliance, they will be informed that the ability to open support
cases will be suspended until such time as program compliance can be achieved.

Once compliance has been achieved the customer will enjoy full service and be able to open cases once more.
Please note: there is no credit or extension provided for any period of non-compliance.

What happens if a customer has actively opted into Software Maintenance but wishes to downgrade back to Subscription
Advantage for a specific product line?
Downgrading is not allowed as per program rules, for more information please contact Citrix Sales Team or the Citrix Renewal Team
based in your Geo.
Frequently Asked Questions - Partners

10

What happens if a customer doesnt consume any services during their Citrix Software Maintenance membership?
A customer incurs no additional cost no matter how many cases they may open and equally receives no special treatment as a
consequence of not opening incidents.
Can Citrix Software Maintenance be transferred from one customer to another as part of an approved license transfer request?
Yes. Citrix Software Maintenance may be transferred from one customer to another, at Citrixs discretion, as part of an approved
license transfer request. The customer receiving the assets and associated Citrix Software Maintenance memberships must accept
all program terms and conditions and maintain compliance with these terms and conditions to receive any associated benefits.
All program rules and requirements must be accepted and maintained for support to be provided. Citrix reserves the right to charge
an admin fee for license transfer requests and adjust that fee if the transfer includes Citrix Subscription Advantage and/or Citrix
Software Maintenance memberships.
What support programs are being discontinued and when?
End-of-life will occur according to the schedule below. For more details, visit www.citrix.com/productlifecycle.
Support Agreement

End of Sale

End of Renewal

Enterprise Support

Feb 16, 2015

TBD

Premier Support

Feb 16, 2015

Feb 16, 2015

Feb 16, 2015

Feb 16, 2015

End of Life
TBD

Subscription Advantage for:

NetScaler VPX
CloudBridge VPX
NetScaler Gateway VPX

Upon Expiration of
Agreement

NetScaler Gateway Universal Licenses

Preferred Extend XenServer & Citrix Essentials June 30, 2012

Feb 16, 2015

Preferred Extend NetScaler VPX

June 30, 2012

Feb 16, 2015

Preferred Extend Branch Repeater VPX

June 30, 2012

Feb 16, 2015

Note: Premier Support and Enterprise SKUs will be available for 60 days past February 16 to ensure that any quote created
before February can be processed.
Lifecycle Phases:

End of Sale The date after which a specified Support or Maintenance offering(s) is no longer publicly available for
purchase.

End of Renewal The date after which customers are no longer able to renew a specified Support or Maintenance
agreement(s). Customers with active agreements may renew until such time an end of renewal date is specified in matrix
above. Once the agreement reaches end of renewal, it may not be renewed or re-activated.

End of Life The date after which all specified Citrix Technical Support renewal agreements expire. Once the agreement
reaches end of life, it may not be renewed or re-activated.

What add-ons are available to Software Maintenance purchases?

For customers with a valid Citrix Software Maintenance agreement, the following support add-ons are available for purchase:
Frequently Asked Questions - Partners

11

Technical Relationship Manager (TRM) Add-on TRM services

Technical Relationship Manager (TRM) Fully Dedicated TRM

Learn more about the TRM program

Where can I find more information about Citrix Software Maintenance?

Go to SalesIQ for latest content (internal) - Sales Overview Presentation, Fact Sheet, FAQ and more:
https://citrix.gosavo.com/Search/Search.aspx?criteria=Software+Maintenance (internal)

Go to Citrix.com Software Maintenance homepage (external): http://www.citrix.com/support/programs/softwaresupport/software-maintenance.html

Frequently Asked Questions - Partners

12