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.

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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.

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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:usentsales@parallels.com.

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Note:noneofthesupportoptionscoveradministrativetasks.AlladministrativetasksareoutofParallelsproductsscopeandmustbefulfilledbythesystemadministrator.

OneTicket-OneIssuePolicyAccordingtogeneralsupportrules,ourcustomersshouldcreateseparateticketsforeachindividualissueor

questiontheyhave.Itisoftendifficulttotracethestatusoftheoriginalproblemwhenvariousindependentrequestsaremixedinasinglethread.A"oneticket-oneissue”methodhelpsourteamtoprocesssupportrequestsinamoreeffectiveway.

GetHelpfromParallelsSupportTogethelpfromParallelsSupport,logintoyourParallelsaccountfirstathttp://my.parallels.com.Click

Supportinrespectiveproductcardorinthenavigationbartoseeotherproducts:

ChooseRequestCategoryAfterselectingtheproductchooseacategoryofyourrequest-eitherpresalesquestion,licensingortechnical

issue.Youcanalsoreviewproductdocumentsanddownloadsbyclickingoncorrespondingcardbelow:

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LookinPopularTopicsAfterselectingacategory,checkifyoucanfindananswerinthelistofpopulartopics.Ifnot,enteryour

questiontosearchfield.

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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.

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• 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/