Please download and read the following guide about how to interact with Parallels Support team.
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 Knowledge Base 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, Inc is committed to providing high quality, cost effective solutions to our customers. To this end, we have established an official Parallels End of Life (EOL) policy.
Rapidly changing technologies as well as competitive pressures influence the level, timing and character of demand for a particular product or group of products. All of this drives the need to introduce new products and services and to EOL older software revisions as well as products.
Parallels has adopted a policy for product EOL that includes the following elements:
Individual customers who may be affected by the Withdrawal from Marketing actions will be contacted by Parallels’s Sales force or Distributor partners. In addition, this Web site will list all products and features which have been withdrawn or have a defined End of Support date.
Parallels will provide Software support for all Software for (a) the then current Release and the greater of (i) the two immediately preceding Releases or (ii) all Releases made available in the 12 months preceding the release of the then current Release.
Once a product has been withdrawn from Marketing, the maintenance coverage will continue to be available up to the End of Support date. Our customers will be notified at contract renewal of any maintenance price changes or support level changes. Formal notification will be made to all maintenance-paying customers of record advising them of the EOS dates. Parallels appreciates your business and we hope to continue to serve you in the future.