Parallels® Desktop Business

Premier support

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

A dedicated technical account manager (TAM) from the premier support team at Parallels Desktop Business will be working with your account. This person is the direct point of contact for all inquiries related to Parallels Desktop Business. As the product expert, the TAM will resolve complex issues as quickly as possible.

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

Customer benefits

L2 support team

Tickets submitted by your account are processed with high priority. Bypassing the first line, your tickets are being handled by a technical account manager and L2 support team.

Technical account manager (TAM)

A personal engineer assigned to your account to process all technical queries related to Parallels Desktop Business.

Case escalation and oversight

Your 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 Desktop Business 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 Desktop Business infrastructure

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

Recurring monthly status calls

Benefit from monthly sync up calls to review status of opened tickets and feature requests.

Health monitoring

Monitor the health of the Parallels RAS environment. This proactive approach results in reduced risk of down-time in your Parallels Desktop Business infrastructure.

Parallels Desktop Business deployment reviews

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

On-Demand remote product training

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

Prioritized feature request reviews

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

Parallels Desktop Support Service offering comparison

Plan benefits Standard L2 Premier
Hours of operation 24x7x365 24x7x365 24x7x365
Max number of technical contacts 3 Unlimited Unlimited
Number of support requests 40 Unlimited Unlimited
Customer site profile
Product updates
Product upgrades
Support channels Phone, email Phone, email Phone, email
Remote support
Technical account manager (TAM)
Target response times
Severity 1 (urgent)* 4 hours 4 hours 2 hours
Severity 2 (high)* 8 hours 8 hours 4 hours
Severity 3 (normal)* 12 hours 12 hours 6 hours
Severity 4 (enhancement)* 24 hours 24 hours 12 hours
Access to Parallels forum and self-service resources
Upgrade assistance**
L2 support team
Parallels Desktop Business deployment reviews
On-demand product training
Case escalation and oversight
Root cause analysis
(on-demand)

(on-demand)
Prioritized feature requests reviews
Recurring monthly status calls
Health monitoring

*Parallels Desktop Business Edition ticket severity available here: https://kb.parallels.com/en/124617

**Upgrade Assistance means we will do our best to provide consultation and best practices for upgrading, but we do not provide additional support for 3rd party tools such as JAMF, Munki, etc. We offer assistance editing deployment package/Provisioning profiles in MA, but deployment should be performed by the customers themselves