Parallels has a three-year agreement with Microsoft to facilitate support issues involving Microsoft applications. Parallels will serve as the primary support contact for the customer. Parallels can engage and will team with Microsoft support to identify and solve the issue. Parallels has a Microsoft Service Partner Advantage agreement which covers 3rd-level support escalations while Parallels retains issue ownership. The agreement includes resolving problematic issues that require development work and patch management and delivery. Parallels will receive 24-hour, 7-day support from Microsoft.