Parallels® Desktop for Mac Enterprise Edition

Support offerings that keep your teams moving

Downtime and delayed issue resolution can be costly. Parallels Desktop support offerings help customers choose the right level of access, accountability, and proactive guidance for their environment.

Premier Basic introduces TAM oversight and faster response targets for priority incidents. Premier Advanced adds a dedicated TAM, deployment reviews, on-demand product training, and health monitoring for organizations that need the most comprehensive support experience.

Customer benefits

Priority access to expert support

Tickets are routed with priority and handled by specialists familiar with Parallels Desktop Enterprise environments.

Recurring monthly status calls

Premier customers can review open tickets, feature requests, and next actions in a predictable monthly cadence.

Case escalation and oversight

A TAM oversees critical cases, helps keep action plans on track, and coordinates with engineering when mission-critical issues require rapid progress.

Root cause analysis

When a critical situation occurs, a formal root cause analysis is available on demand for eligible plans.

Upgrade assistance

Receive best-practice guidance for upgrades, optimal setup, known issues, and deployment package or provisioning profile questions.

Environment-aware troubleshooting

Support teams use customer context and site profile information to accelerate investigation and improve continuity.

On-demand product training

Premier Advanced includes remote product training covering architecture, installation, initial configuration, and new product capabilities.

Health monitoring

Premier Advanced adds proactive monitoring to help reduce the risk of avoidable downtime.

Prioritized feature request reviews

Premier plans help ensure submitted feature requests are reviewed and communicated back through the TAM channel.

Parallels Desktop Support Service offering comparison

Select the support model that best matches your operational needs, from essential coverage to proactive Premier Advanced engagement.

Plan benefits Standard Direct to L2 Premier Basic Premier Advanced
Hours of operation 24x7x365 24x7x365 24x7x365 24x7x365
Max number of technical contacts 3 Unlimited Unlimited Unlimited
Number of support requests 40 Unlimited Unlimited Unlimited
Product updates Included Included Included Included
Product upgrades Included Included Included Included
Support channels Phone, email Phone, email Phone, email Phone, email
Remote support Included Included Included Included
Technical Account Manager (TAM) oversight Included Included
Dedicated Technical Account Manager (TAM) Included
Target response times
Severity 1 (urgent)* 4 hours 4 hours 2 hours 2 hours
Severity 2 (high)* 8 hours 8 hours 4 hours 4 hours
Severity 3 (normal)* 12 hours 12 hours 6 hours 6 hours
Severity 4 (enhancement)* 24 hours 24 hours 12 hours 12 hours
Access to Parallels forum and self-service resources Included Included Included Included
Upgrade assistance** Included Included
L2 support team Included Included Included
Parallels Desktop Enterprise deployment reviews Included
On-demand product training Included
Case escalation and oversight Included Included
Root cause analysis On demand On demand On demand
Prioritized feature request reviews Included Included
Recurring monthly status calls Included Included
Health monitoring Included

* Target response times apply to eligible support requests by severity level.

**Upgrade assistance means Parallels will provide consultation and best practices for upgrading, but does not include additional support for third-party tools such as Jamf or Munki. Parallels can assist with deployment package or provisioning profile edits in Management Account; deployment is performed by the customer.