Parallels® RAS
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 RAS will be working with your account. This person is the direct point of contact for all inquiries related to Parallels RAS. 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 RAS.
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 RAS 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 RAS 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 RAS infrastructure.
Parallels RAS 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 RAS.
On-Demand remote product training
Upon request, a TAM can provide a training session covering architecture, installation and initial configuration of Parallels RAS. 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 RAS engineering regularly reviews your feature requests and provides feedback to your TAM.
Parallels 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)* | 2 hours | 2 hours | 1 hours |
| Severity 2 (high)* | 4 hours | 4 hours | 2 hours |
| Severity 3 (normal)* | 12 hours | 12 hours | 6 hours |
| Severity 4 (enhancement)* | 48 hours | 48 hours | 12 hours |
| Access to Parallels forum and self-service resources | |||
| Upgrade assistance | |||
| L2 support team | |||
| RAS 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 RAS ticket severity definitions available here: https://kb.parallels.com/en/123547