Support Policies

Parallels Support Guides

Please download and read the following guides on how to interact with Parallels Support team:

Incident Deduction Policy

If you have a support contract that includes a limited number of incidents, one incident will be deducted from the contract when you create a ticket via our ticketing system or call center.

Parallels credits either a support incident for those customers, who have a support account, or provides a refund of the payment made if the customer’s issue turns out to be a bug not previously known documented as bug.

If the issue is a known bug that is documented in the public KB then the refund policy does not apply.

Tickets submitted to Parallels Customer Service regarding purchase or licensing issues will not be deducted from your support contract.

Product Lifecycle Policies

Parallels, Inc. is committed to providing high quality, cost effective solutions to our customers. To this end, we have established official product lifecycle policies.

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