Parallels® RAS

Premier Partner

Any downtime caused by IT-infrastructure failures can be too costly for businesses. Premier Partner service helps to reduce risk and downtime.

A Technical Support Engineer from the premier partner support team at Parallels will be working with your account. This person is the direct point of contact for all inquiries. As the product expert, the TAM will act as the escalation point and will help resolve complex issues as quickly as possible.

Our goal is to maximize your Customers’ business operation uptime via environment configuration according to best practices and at a scale that suits your needs

Partner benefits

Direct L2 support

Tickets submitted by your account are processed with high priority. **If Certification is valid, gain direct access to L2 support team

Case escalation and oversight

Your Technical account manager (TAM) will work with you on your case. The TAM ensures targeted response times are met for severity 1 & 2 issues and appropriate action plans are in place.

For mission-critical issues that require immediate attention, your TAM escalates the issue and works on it with Parallels engineering to reach resolution.

Upgrade assistance

Your TAM will guide you through best practices, optimal setup, known issues, assist with the upgrade process if needed, provide direction, and engage in road map discussions.

Understanding customer’s Parallels infrastructure

A TAM who works with your account is aware of your infrastructure, which helps to significantly speed up the investigation.

Prioritized feature request reviews

Parallels engineering regularly reviews your feature requests and provides feedback to your TAM.

Recurring status calls and health monitoring

Benefit from periodic sync up calls to ensure that the Parallels environment is healthy, and all risks are mitigated. Constant status updates on opened tickets and feature requests are provided. This proactive approach results in reduced risk of down-time in your Parallels infrastructure.

Parallels Secure Workspace deployment reviews

Depending on your partner’s needs, a TAM will be able to provide expert advice and best practices to improve the performance of Parallels environment.

On-Demand remote product training

Upon request, a TAM can provide a training session covering architecture, installation and initial configuration of Parallels environment.

New product features can be covered in the scope of this call as well.

Root cause analysis

In case of a critical situation, upon request, a formal root cause analysis will be conducted.

Parallels Premier Partner support service offering comparison

Plan benefits Standard Premier
Hours of Operation 24x7x365 24x7x365
Max Number of Technical Contacts 3 Unlimited
Number of Support Requests 40 Unlimited
Customer Site Profile
Product upgrade
Support Channels Phone, Email Phone, Email
Remote Support
Target Response times
Sev1 (urgent)* 2 1
Sev2 (high)* 4 2
Sev3 (normal)* 12 6
Sev4 (enhancement)* 48 12
Access to Parallels Forum and Self-Service Resources
Upgrade Assistance
L2 Support Team
(terms)
Parallels RAS Deployment Reviews
Technical Account Manager (TAM)
On-demand product training
Case escalation and Oversight
Root Cause Analysis (RCA)
(on-demand)
Prioritized Escalations Reviews
Prioritized Feature Requests Reviews
Recurring Status Calls and Heath Monitorin

*Parallels ticket severity definitions available here: https://kb.parallels.com/en/123547

** Direct access to L2 Support team applicable if Certification is valid