ParallelsSupportGuide
Copyright©2009-2018ParallelsInc. Page1of7
Parallels Support Guide
ContentsPreface..........................................................................................................................................................................1
Feedback...................................................................................................................................................................1
AboutThisGuide.......................................................................................................................................................2
AbouttheParallelsSupportTeam............................................................................................................................2
GettingStartedwithParallelsSupport.FreeSupportResources..................................................................................2
ProductDocumentation............................................................................................................................................2
KnowledgeBase........................................................................................................................................................2
CommunityBlogs......................................................................................................................................................3
DiscussionForums.....................................................................................................................................................3
ParallelsSupportOptions..............................................................................................................................................3
OneTicket-OneIssuePolicy........................................................................................................................................4
GetHelpfromParallelsSupport....................................................................................................................................4
ChooseRequestCategory.........................................................................................................................................4
ReviewSearchResults...............................................................................................................................................6
ContactSupportTeam..............................................................................................................................................6
TrackingYourSupportRequests...................................................................................................................................6
SupportRequestResolutionPolicy...............................................................................................................................6
LegalInformation..........................................................................................................................................................7
ProductEnd-of-LifePolicy.........................................................................................................................................7
SupportedSoftwareReleases...................................................................................................................................7
End-UserLicenseAgreement........................................................................................................................................7
Preface
FeedbackIfyouhavefoundanerrorinthisguide,oryouhavesuggestionsorideasonhowtoimprovethisguide,please
sendyourfeedbackat:feedback@parallels.com.Pleaseincludeinyourmessagethefollowinginformation:guide'stitle,chapterandsectiontitlesandthefragmentoftextyouwouldliketocommenton.
ParallelsSupportGuide
Copyright©2009-2018ParallelsInc. Page2of7
AboutThisGuideThisdocumentisintendedforallParallelscustomerswithproduct-orlicense-relatedissuestoresolve.This
guideisintendedtoprovideabetterunderstandingofhowtheParallelsSupportteamworkstoresolveissuesinatimelymannerandwithminimaleffortonyourpart.
AbouttheParallelsSupportTeamAsthefaceofthecompany,theParallelsSupportTeamisanintegralpartinensuringthesuccessofour
customers.Weprovideexceptionalservice24hoursaday,7daysaweek,365daysayear.Westrivetobringhighvaluetoourcustomersinresolvingtheirsupportandbusinessneeds.TheParallelsSupportDepartmentisateamofhighlyskilledspecialists.Weemploymorethan200peopleindifferentofficesaroundtheworld.Togetherwithourcustomers,weworkeachdaytoimproveourservice.OurtechnicalexperiencegrowsthroughregularproducttrainingofParallelsproductsandcertificationprogramsfortheplatformsandoperatingsystemsofourproducts.Thisallowsustoprovidesolutionsbasedonindustrystandards,bestpractices,andcertifiedknowledgeyoucantrust.Ourmottois,"Parallelscanonlybeassuccessfulasourcustomers."Wetakeprideinprovidingourclientswithtimely,helpful,andefficientsupport.
GettingStartedwithParallelsSupport.FreeSupportResourcesTounderstandalltheadvantagesoftheParallelsSupportPortalandtouseallParallelsSupporttoolstothe
fullestextentpleasefollowthelink:http://www.my.parallels.com/support/.BeforecontactingtheParallelsSupportTeam,werecommendthatyoucheckourself-serviceresources,suchasProductDocumentation,ParallelsKnowledgeBase,CommunityBlogs,andParallelsForums.
ProductDocumentationDocumentationforParallelsproductscanbefoundoncorrespondingSupportpages:
ParallelsDesktopforMac:https://www.parallels.com/products/desktop/resources/
ParallelsDesktopforMacBusinessEdition:https://www.parallels.com/products/business/resources/
ParallelsRemoteApplicationServer:https://www.parallels.com/products/ras/resources/
ParallelsAccess:https://www.parallels.com/products/access/resources/
ParallelsMacManagement:https://www.parallels.com/products/mac-management/resources/
Important:PriortoinstallinganyParallelsproduct,werecommendthatyoureviewtherespectiveproductdocumentation,systemrequirementsandreleasenotes.
KnowledgeBaseParallelsKnowledgeBase(http://kb.parallels.com/)containsknownsolutionsforthemostfrequentquestions
andissues.TheKnowledgeBaseisregularlyupdatedwithnewcasesandresourcesastheybecomeavailable,youcansearchforasolutionbysimplytypingakeyphraserelatedtoyourquestionorproductproblem.Tocreateamoredefinedsearch,youmaywanttoutilizethedropdownmenustonarrowthesearchresults.
ParallelsSupportGuide
Copyright©2009-2018ParallelsInc. Page3of7
CommunityBlogsYoucangettheinsidescooponwhat'sgoingonintheParallelsUniverseandlearnmoreaboutindustry
happeningsbyreadingourcompanyblogsathttp://blog.parallels.com/
DiscussionForumsIfyouwanttodiscussyourissuewithotherParallelscustomers,shareyourexperienceorreceiveanswers
fromourtechnicians,youcandosoatourParallelsForums.ParallelsDevelopersalsohighlyparticipateinforumdiscussions.Justregisterandenjoylivecommunicationwithotherforumusersathttps://forum.parallels.com/.
ParallelsSupportOptionsIncasenoneofthesolutionsprovidedinourfreesupportresourceshavehelpedyouresolveyourissue,you
canaskParallelsSupportTeamforhelp.Parallelsoffersavarietyofsupportoptionsandprograms.ThesesupportprogramswillgiveyoutheabilitytocontactParallelsSupportTeamviaonlineform,chat,ticketorphone.
Parallelsproductsfamilyhasavarietyofproducts,fromsimpleone-clicktoolstocomplexserversolutions.Availablesupportoptionsdependonselectedproductandregisteredlicensesorsupportcontracts.Seethisarticlefordetails.
ContactParallelsSalesTeamformoreinformationonindividualsupportplans:[email protected].
ParallelsSupportGuide
Copyright©2009-2018ParallelsInc. Page4of7
Note:noneofthesupportoptionscoveradministrativetasks.AlladministrativetasksareoutofParallelsproductsscopeandmustbefulfilledbythesystemadministrator.
OneTicket-OneIssuePolicyAccordingtogeneralsupportrules,ourcustomersshouldcreateseparateticketsforeachindividualissueor
questiontheyhave.Itisoftendifficulttotracethestatusoftheoriginalproblemwhenvariousindependentrequestsaremixedinasinglethread.A"oneticket-oneissue”methodhelpsourteamtoprocesssupportrequestsinamoreeffectiveway.
GetHelpfromParallelsSupportTogethelpfromParallelsSupport,logintoyourParallelsaccountfirstathttp://my.parallels.com.Click
Supportinrespectiveproductcardorinthenavigationbartoseeotherproducts:
ChooseRequestCategoryAfterselectingtheproductchooseacategoryofyourrequest-eitherpresalesquestion,licensingortechnical
issue.Youcanalsoreviewproductdocumentsanddownloadsbyclickingoncorrespondingcardbelow:
ParallelsSupportGuide
Copyright©2009-2018ParallelsInc. Page5of7
LookinPopularTopicsAfterselectingacategory,checkifyoucanfindananswerinthelistofpopulartopics.Ifnot,enteryour
questiontosearchfield.
ParallelsSupportGuide
Copyright©2009-2018ParallelsInc. Page6of7
ReviewSearchResultsOnceyou’veenteredyourquestionSupportPortalwillautomaticallylookforsolutionsinourKnowledgeBase.
Seeifthesearticleshelp,re-phraseyourquestionorclickRequestSupporttoproceed.
ContactSupportTeamAfter clicking Request Support the system will automatically load personalized support options based on
registered licenses. Inanycircumstance,youcanalwayscontactourteamonsocialchannels,suchasTwitterorFacebook.
TrackingYourSupportRequestsYoucantrackandworkwithyourticketsinyourParallelsaccountathttps://my.parallels.com/support/tickets:
• Viewtickethistorybyclickingontheticketsubject• ReplytoSupportTeam• Closeorreopenyourrequest• Scheduleasessionwithsupportrepresentative(ifoffered)• Ratehowyoursupportrequestwashandled
SupportRequestResolutionPolicyAsupportticketisconsideredasclosedinthefollowingcases:
• Theissueisconfirmedbyyouasresolved.• Wedonotreceiveanyfeedbackwithregardstotheresolvedissuewithinthe14-dayperiodsince
resolutionwasprovidedbytheParallelsSupportTeam.
ParallelsSupportGuide
Copyright©2009-2018ParallelsInc. Page7of7
• IfParallelsisunabletoresolveacertainissueorconsidersittobeoutofSupportTeam’sscopewithacknowledgementandagreementfromyourside.
LegalInformationPriortoworkingwithParallelsproducts,pleasereadtheimportantlegalinformation.
ProductEnd-of-LifePolicyParallels,Inciscommittedtoprovidinghigh-quality,cost-effectivesolutionstoourcustomers.Tothisend,we
haveestablishedanofficialParallelsEndofLife(EOL)policy.
Rapidlychangingtechnologiesaswellascompetitivepressuresinfluencethelevel,timing,andcharacterofdemandforaparticularproductorgroupofproducts.AllofthisdrivestheneedtointroducenewproductsandservicesandtoEOLoldersoftwarerevisionsaswellasproducts.
ParallelshasadoptedapolicyforproductEOLthatincludesthefollowingelements:
EndofMaintenance:LastdateofDevelopmentIterationsfortheproductversion.Endoffreeemailsupport:Lastdatetheofficialtechnicalsupportserviceswillbeprovidedfortheproductversion.EndofLife:Lastdatethelicensekeysforrenewalsandupgradescanbepurchasedfortheproductversion.
SupportedSoftwareReleasesParallelswillprovideSoftwaresupportforallSoftwareinaccordancewiththepublishedlifecycledatesper
productperversion:
ParallelsDesktopforMaclifecycleParallelsRemoteApplicationServerParallelsMacManagementOurcustomerswillbenotifiedatcontractrenewalofanymaintenancepricechangesorsupportlevelchanges.
Parallelsappreciatesyourbusinessandwehopetocontinuetoserveyouinthefuture.
End-UserLicenseAgreementParallelsEnd-UserLicenseAgreementisavailableathttp://www.parallels.com/about/legal/eula/