Get the support you need and deserve — 24/7! Parallels provides support around the clock so you get the answers you need when you need them. Software support, product installations and upgrades, and professional services are all available from Parallels.

Please select the product and support options desired for your product license.

• Parallels Desktop Support Options
• Parallels Server for Mac Support Options
• Parallels Virtuozzo Containers Support Options
• Parallels Plesk Panel for Linux/Unix Support Options
• Parallels Plesk Panel for Windows Support Options
• Parallels Plesk Expand Support Options
• Parallels Pro Control Panel for Linux Support Options
• Parallels Pro Control Panel for Windows Support Options
• Parallels Helm Support Options
• Parallels H-Sphere and SiteStudio Support Options
• Parallels Sitebuilder for Linux/Unix Support Options
• Parallels Sitebuilder for Windows Support Options
• Parallels Confixx Support Options
• Parallels Plesk Billing Options
• Professional Services

* Choose the correct number of required hour packages after you have added it to the basket. Contact Parallels support with a description of the problem to get an estimation on the required hours before purchasing the service hours.

We provide phone support for questions about product functionality, prices for products and known issues covered in Parallels knowledgebase. Complex issues requiring investigation of the problem and work of Parallels technical support engineers on customer’s server(s) can be reported by phone support owners on the phone. Further work of Parallels technical support staff takes place offline. At customer’s request updates on work progress can be received either by phone or e-mail.

Incident Deducting 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.

Once an incident is deducted from your support contract, it cannot be credited back even if the issue was resolved without technical support help. Also the incident cannot be credited if the issue is described in our Knowledgebase or was fixed in released patches, upgrades or major releases. All new support requests (such as consultations, configuration questions etc.) will trigger the incident deducting.

The incident can be credited back to your support contract only in cases when it is confirmed as a product bug or a known bug that was not fixed yet in any patches or major releases account.

If you created a request to our Online Sales team regarding your online order or any license issue incident will not be deducted from your support contract.

Parallels Software Update Service (SUS) Details

1. Software Update Service (SUS) includes all Service Patches, Updates, and New Version Releases for the Plesk and Confixx Control Panels and Sitebuilder.
2. Valid Software Update Service (SUS) allows a customer to download all major upgrades and updates for the software. SUS does not include any technical support services or software installation services.
3. Software Update Service (1 year) is included in the Retail Price of the License.
4. SUS Renewal is OPTIONAL.
5. SUS can be RENEWED for 25% of the Retail Price prior to 1st year Expiration date (1 year from date of purchase) for an additional 1 year.
6. Reinstated Parallels SUS can be renewed for 25% of the Retail Price the following year.

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