Parallels Technical Support Guide

Revision 3
2 Preface

Contents
Preface 3
Feedback ........................................................................................................................................3
About This Guide............................................................................................................................3
About The Parallels Support Team ................................................................................................4
Parallels Support Specialists ...............................................................................................4

Getting Started with Parallels Support. Free Support Resources 5

Product Documentation ..................................................................................................................5
Knowledge Base ............................................................................................................................6
Community Blogs ...........................................................................................................................6
Discussion Forums .........................................................................................................................6

Parallels Support Programs 7

Parallels Support Programs Overview ...........................................................................................7
Parallels Support Programs Tables ...............................................................................................8
Parallels Partner Program ..............................................................................................................9
Parallels Software Update Service (SUS) ....................................................................................10
Technical Training ........................................................................................................................11

Creating Support Requests 12

Support Request Policies .............................................................................................................12
Incident Deducting Policy...................................................................................................12
One Ticket - One Issue Policy ...........................................................................................1
Support Request Severities ...............................................................................................1
Support Code .....................................................................................................................1
Submitting Support Request ........................................................................................................1
Creating Requests via the Web Support Form ..................................................................1
Submitting Request by Phone ...........................................................................................2
Purchasing Per-Incident Support Online ...........................................................................2

The Support Request Workflow 243

26
Technical Service Agreement ......................................................................................................2
Tracking Your Support Requests .................................................................................................2
Setting Up Access to Request Tracking Self-Service Portal .............................................2
Working With Support Requests in the Request Tracking Self-Service Portal .................2
Escalating Your Support Request ................................................................................................2
Support Request Resolution Policy..............................................................................................2
Participating in Customer Satisfaction Survey .............................................................................

Legal Information 333

10
Product End-of-Life Policy ............................................................................................................3
Supported Software Releases .....................................................................................................
Maintenance Agreement ..............................................................................................................3
End-User License Agreement ......................................................................................................3
 Preface 3

Preface

Feedback
If you have found an error in this guide or if you have suggestions or ideas on how to
improve this guide, please send your feedback using the online form at:
http://www.sp.parallels.com/support/usersdoc/

Please include in your feedback message the guide's title, chapter and section titles, and the
fragment of text in which you have found an error.

About This Guide

This document is intended for all Parallels customers with product- or license-related issues
to resolve.
This guide is intended to provide a better understanding of how the Parallels Support team
works to resolve issues in a timely manner and with minimal effort on your part.
 4 Preface

About The Parallels Support Team

As the face of the company, the Parallels Support Team is an integral part in ensuring the
success of our customers. We provide exceptional service 24 hours a day, 7 days a week,
365 days a year. We strive to bring high value to our customers in resolving their support
and business needs.

The Parallels Support Department is a team of highly skilled specialists. We employ more
than 200 people in different offices around the world. Together with our customers, we work
each day to improve our service. Our technical experience grows through regular product
training of Parallels products and certification programs for the platforms and operating
systems of our products. This allows us to provide solutions based on industry standards,
best practices, and certified knowledge you can trust. Our motto is, "Parallels can only be as
successful as our customers." We take pride in providing our clients with timely, helpful, and
efficient support.

Parallels Support Specialists

We have the following qualified specialists in the Parallels Support Team:

Support Engineers (SE) can help you with any technical product inquiry; perform root
cause analysis; or provide workarounds for mission-critical services. When needed, they
will route your issue to developers for an efficient solution or workaround.

Online Sales Representatives (OSR) can help you process orders and resolve license
issues for purchases from the Parallels Online Store.

Customer Care Professionals (CCP) can assist with the escalation of your trouble tickets
in a reactive fashion. Having a CCP also allows a central point of contact for your
escalation needs. CCPs are only provided to partners utilizing the Parallels Automation
platform (PBA-E & POA).

Technical Account Manager (TAM) provides proactive support of you and your business;
a person familiar with your business and configurations; and finally, your customer
advocate. Read more about the Parallels Technical Account Manager program here:
http://www.sp.parallels.com/support/tam/.
CHAPTER 1

Getting Started with Parallels Support.

Free Support Resources
To understand all the advantages of the Parallels Support Portal and to use all
Parallels Support tools to the fullest extent please follow the link
http://sp.parallels.com/hcap/support/.

Before contacting the Parallels Support Team, we recommend that you check our free-
of-charge self-support options, such as Product Documentation, Parallels Knowledge
Base, Parallels Troubleshooter Assistant, Community Blogs, and Parallels Forums.

Product Documentation
Documentation for all Parallels products can be found on the Parallels Support portal at
http://sp.parallels.com/support/docs/

Parallels Automation product documentation can be found also on our site via the
PartnerNet Portal https://parallelsnetwork.com/

Important: Prior to installing any Parallels product, we recommend that you review the
respective product documentation, server requirements, and release notes.
6 Getting Started with Parallels Support. Free Support Reso
Resources

Knowledge Base
Parallels Knowledge Base (http://kb.sp.parallels.com/) contains known solutions for the
most frequent questions and problems. The Knowledge Base is regularly updated with
new cases and resources as they become available. It is recommended that
Customers check back often for updates.

In the Knowledge Base, you can search for a solution by simply typing a key phrase
related to your question or product problem
problem.. To create a more defined search, you
may want to utilize the drop down menus to be more targeted.

Community Blogs
You can get the inside scoop on what's going on in the Parallels Universe and learn
more about industry happenings by reading our company blogs at
http://spblog.parallels.com/.

Discussion Forums
If you want to discuss your issue with other Parallels customers, share your
experience, or receive answers from our technicians, you can do so at our Parallels
Forums. Just register and enjoy live communication with other forum users at
http://forum.sp.parallels.com/.
CHAPTER 2

Parallels Support Programs

In case none of the solutions provided in our free support resources have helped you
resolve your issue, you can ask Parallels Support Team for help.
Parallels offers a variety of support options and programs. These support programs will
give you the ability to contact Parallels Support Team via online forms and tickets or
phone. Additional programs are available to request product installation or upgrade
depending on the support program that you have purchased.

Parallels Support Programs Overview

Please review Parallels Support options below to find the support program that suits
your needs best.
• Per Incident Support for Customers. Parallels offers per-incident support at the
rates depending on the product and the type of incident. An incident is defined
as a single support issue that cannot be divided into multiple sub-requests. An
incident can span multiple communications including both e-mail and phone
conversations. Also per-incident support is offered in bundles of 10 or more
tickets. More information on per-incident support and rates can be found at
http://sp.parallels.com/hcap/support/buy-support/
• Parallels Product Installation. Parallels product installation may be performed
on a clean server meeting the software requirements for the product.
Once Parallels product is installed by Parallels Support Team, all essential
services will be configured to run with the default optimal settings, so you can
start serving your customers right away.
Parallels Product Installation service may span multiple communications,
including both email and phone iterations. More information on product
installation and rates can be found at
http://sp.parallels.com/hcap/support/buy-support/
• Parallels Plesk Panel Upgrade Installation. Flat fee upgrade service is only
available for Plesk 10.0 or higher and must be on the same server. Plesk
Upgrade Installation service may span multiple communications including both
e-mail and phone iterations. http://sp.parallels.com/hcap/support/buy-support/
• Free Assistance for Parallels Plesk Panel Installation/Upgrade and
Transfer/Migration Issues. Parallels offers free assistance for issues appeared
during Installation, Migration and/or Upgrade to Valid License Owners of
Parallels Plesk Panel versions 11 and 12:
https://sp.parallels.com/products/plesk/free-assistance/
• Free Support for Parallels Plesk Automation and Parallels Plesk Panel. All
hosters on Parallels Plesk Automation and some customers with the latest
versions of Parallels Plesk Panel depending on the type of license receive free
support from Parallels:
http://kb.sp.parallels.com/en/114130 and http://kb.sp.parallels.com/121580
8 Parallels Support Programs

None of the support options listed above includes administrative tasks. All
administrative tasks are out of Parallels products scope and must be fulfilled by the
server administrator.

Parallels Support Programs Tables

In the following tables, you can find all our support programs that fit your needs.

Service Provider Products (Parallels Plesk, Parallels Cloud Server, PBAS, etc.)

Support Number of Coverage Initial

Support Option Escalation
Type Incidents Hours Response Time

Phone or
Per Incident Support 1
Email

Single-License-20 Email 20

Single-License-20 Phone or
20
Phone Email Available for Severity
1, 2, 3 cases.
Bronze Phone or
5 This option is
(Multi-license-5) Email
available when time
24 x 7, All Severities:
for Support team to
Multi-License-10 Email 10 365 Days 2 hours
respond to your ticket
is over. You can
Multi-License-20 Email 20 check time left in RT
SelfService (see
Silver Phone or further in this Guide).
20
(Multi-license-20) Email

Gold Phone or
50
(Multi-license-50) Email

Platinum Phone or
100/200
(Multi-license-100/200) Email
 Parallels Support Programs 9

Parallels Automation

Support Number of Coverage Initial Response

Support Option Escalation
Type Incidents Hours Time

PA-10 Email 10

PA-100 Email 20

Phone or
PA Silver 50 Available for Severity
Email
1, 2, 3 cases.

Phone or This option is

PA Gold 100 24 x 7, All Severities:
Email available when time
365 Days 2 hours for Support team to
Phone or respond to your ticket
PA Platinum 200 is over. You can
Email
check time left in RT
SelfService (see
Phone or further in this Guide).
PA Diamond Unlimited
Email

POA&PBA-E
Phone or
(monthly Unlimited
Email
subscription)

Parallels Partner Program

The Parallels Partner Program offers four types of partnerships that give companies of
every size the opportunity to grow. Check the Parallels website for more information on
Partner Programs: http://sp.parallels.com/partners/
10 Parallels Support Programs

Parallels Software Update Service (SUS)

Parallels Software Update Service (SUS) is a part of our software maintenance
program which provides updates to new releases of Parallels Plesk suite of products,
Parallels Virtuozzo Containers, and Parallels Business Automation - Standard. This
service allows you to upgrade your key to the latest product versions for free while SUS
is active.

With your initial purchase of Parallels software, the SUS will be activated for one year,
ensuring that you will have the option to upgrade to the latest version of your licensed
Parallels software. Prior to your first year purchase anniversary date, you will have an
opportunity to renew your SUS for 25% of the base retail price of your license key(s).
This renewal is required to receive updated keys and patch availability.

Here is a complete list of Parallels Software Maintenance (SUS) Details:

• Software Update Service (SUS) includes all Service Patches, Updates, and
New Version Releases for the Plesk and Confixx Control Panels, Sitebuilder,
Parallels Business Automation - Standard and Parallels Virtuozzo Containers.
• Valid Software Update Service (SUS) allows a customer to download all major
upgrades and updates for the software. SUS does not include any technical
support services or software installation services.
• Software Update Service (1 year) is included in the Retail Price of the License.
• SUS Renewal is OPTIONAL.
• SUS can be RENEWED for 25% of the Retail Price prior to first year Expiration
date (1 year from date of purchase) for an additional 1 year.
• Reinstated Parallels SUS can be renewed for 25% of the current Retail Price.

For more information on Software Update Service (SUS) for Parallels Plesk Panel
please check http://sp.parallels.com/hcap/support/buy-support/. For other products
please contact your sales representative in Parallels.
 Parallels Support Programs 11

Technical Training
Parallels offers standard training courses for 3 products:

Parallels Plesk

Parallels Virtualization Suite

Parallels Automation Suite

The courses are designed to train participants on the product's features, functions,
installation, configuration, and maintenance. Participants will obtain in-depth knowledge
of the products and the impact the products can have on their business. Participants
can select from different levels and types of training, including onsite classes or remote
online sessions.

Each course taken also provides the chance to become certified for the particular
Parallels product for which they have attended training. Our certification program is
built around each of our product suites and offers three levels of certification:
Associate, Professional and Expert. More information about the Parallels Certification
Program can be found here: http://sp.parallels.com/parallels-cloud-university

Please note that the Parallels Business Automation and Parallels Operations
Automation basic training is mandatory for all Parallels Business Automation
customers. The cost is included in the original price of the product. Parallels Business
Automation basic training can be upgraded to extend training for an additional fee. To
obtain more information about Parallels training courses or to register for a course, visit
our Technical Training Center (http://sp.parallels.com/parallels-cloud-university/course-
catalog/).
CHAPTER 3

Creating Support Requests

In case none of the provided solutions in our Knowledge Base, Troubleshooter
Assistant, Documentation, or the Discussion Forums (pp. 5 - 6) helped you to resolve
your issue, please send a request (so-called ticket) to the Parallels Support Team.

Prior to sending the request, please read the information in regards to the support
request policies.

Support Request Policies

In this section, you can find information on the incident deducting policy, one-ticket-per-
issue policy, support request severities, and support code.

Incident Deducting Policy

If you have a support contract or have purchased a support pack that includes a limited
number of incidents, one incident will be deducted from the contract when you create a
ticket via our ticketing system, call center, or chat.

Once an incident is deducted from your support contract, it cannot be credited back
even if the issue was resolved without technical support’s help. Also, the incident
cannot be credited if the issue is described in our Knowledge Base (see page 6) or was
fixed in released patches, upgrades, or major releases. All new support requests (such
as consultations, configuration questions, etc.) will trigger the incident deducting to
occur.

An incident can be credited back to your support contract only in cases when it is
confirmed as a new product bug or a known bug that was not fixed yet in any patches
or major releases.

If you have created a request via the Online Sales team regarding your online order or
any license issue, the incident will not be deducted from your support contract.

One Ticket - One Issue Policy

Incident Deducting Policy Creating Support Requests 13

One Ticket - One Issue Policy

According to general support rules, our customers should create separate tickets for
Creating Support Requests
each individual issue or question you have. It is often difficult to trace the status of the
original problem when various independent requests are mixed in a single thread. A
"one ticket - one issue” method helps our team to process support requests in a more
efficient way.

Support Request Severities

Severity level indicates the relative impact of an issue on customer's systems or
business processes. Parallels Support uses the following severity level definitions to
classify support requests

For Parallels Automation Products:

Severity 1 (Urgent):

• A mission critical service is down and no workaround is immediately available.

• The production Parallels Automation system is down or unavailable.

• Ordering services via storefront is not possible.

• The software crashes, corrupts data or there is a significant risk of loss or

corruption.

• A crucial Parallels Automation component is not functioning, resulting in a halt

of all operations and critical business impact.

Note #1: The issue affects a significant number of end-users. No workaround or

immediate solution is available. Once a workaround is made available, the issue
becomes Severity 3 (Normal).
Note #2: For Severity 1 and 2 cases it is required to leave a contact phone number on
the web form and make sure you can answer it right away to work on the issue on an
ongoing basis. If you are unreachable over the phone, Severity can be reduced to 3
(Normal) by the decision of a Support team leader or account manager.

Severity 2 (High):

• A customer is unable to use the entire program component or business-critical

feature as described in the documentation and the issue affects a significant
number of customers.

• A significant performance degradation of the control panel/storefront or other

crucial service (mail/shared hosting/etc.) that causes a high impact on business
operations for a significant number of customers. Once the situation is
stabilized and performance returns to normal, the issue becomes a Severity 3
(Normal).
14 Creating Support Requests

• The issue does not affect existing end users and causes impact only to
provisioning of services to a significant number of new end users.

• A significant number of failed tasks/orders with the same root cause, that are
related to one PA component, which is preventing mission critical
upgrade/service launch into production. A Support Representative will
categorize all tasks and may fork issues with different root causes to different
requests setting appropriate Severity.

• Incorrect/undocumented functionality of PA components that is preventing

mission critical upgrade/service launch into production.

Note #1: The issue should be reproducible at the moment of ticket creation, so
investigation can be performed right after the issue is reported.
Note #2: For Severity 2 cases, if any help from Parallels Engineering team is required,
it will be provided during their business hours only.

Severity 3 (Normal):

• A customer is able to use the software; however, there is a non-critical loss of

functionality.

• Issue affects some but not all users (inability to manage a single account,
domain, database or Parallels Virtuozzo Container, provisioning of a particular
subscription fails, or an order or task failing to complete).

• Functionality of some components is impaired, but allows the users to continue

using the software.

• Issue is not always reproducible or the issue is intermittent.

• Issue is reported for the lab/staging/development environment and does not

impact the delivery of service.

Severity 4 (Minor):

• A stable solution or workaround for the issue is provided and the Support Team
continues to search for the root cause.

• A customer is able to use the software; however some minor problems may
exist that do not impact delivery of service.

• A minor cosmetic issues or general usage questions.

• Requests for information about software usage.

• Enhancement requests or recommendations for a future product improvement.

• Missing or erroneous documentation.

 Creating Support Requests 2125

For other products

Severity 1 (Urgent): A customer is unable to install and run the software because
of problems with a license key, the computer (server) fails to sta
start,
rt, or the software
crashes and corrupts data. No workaround or immediate solution is available.

Severity 2 (High): A customer is unable to install and use a program component or
a feature described in the documentation. A temporary workaround may be
available as Parallels attempts to resolve the issue.

Severity 3 (Medium): A customer is able to use the software; however, there is a
partial non-critical loss of functionality of the software.

Severity 4 (Minor): A customer encountered a minor cosmetic is
issue,
sue, errors in the
documentation, or asks for information about software usage, enhancements, or
modifications.

Important: The severity selected should be reasonable. Support engineers may

reduce the severity of the ticket after your confirmation if it does not match the official
definition.

Support Code
If you are a Parallels Partner or an Enterprise customer, please use your Support
code (looks like xxxx-xxxx or xxxxx-xxxxx) in the support form when submitting tickets
instead of a license key number. This makes your partner status clearly visible for the
Parallels Support Team and allows you to get prioritized support by setting a ticket
severity in the support form.

You can obtain your support code from your Sales representative.

The Support code assigned to your Support contract is visible in our Request Tracker
(RT) interface at https://support.sp.parallels.com/SelfService

Submitting Support Request

There are different ways to submit a Support request to Parallels Support Team. You
can choose the one that suits you the best:

Create a request through the web form

Submit your request by phone

Purchase per-incident support online
16 Creating Support Requests

Creating Requests via the Web Support Form

You can submit a support request to Parallels Support Team via our web form. Prior to
submitting a request, please make sure that you have an active support contract on
your product license or support code.

 To create a support request via the web form, please follow these steps:
On the home page of the Support Portal (http://sp.parallels.com/support), press
Create Support Request button. You will be taken to the Submit Support
Request page. On this page select the Parallels Product with which you have an
issue.

The list includes the whole line of Parallels® products.

 Creating Support Requests 17

On the Product Description step you will be requested to submit the details of
the request like the request type, the product version, the affected module etc.
You can choose answers from the respective drop-down menus. Then you will be
redirected to Search for a solution step where you can use error messages or
other keywords to find a solution in our knowledgebase.

After the search is submitted, you will see the list of relevant Knowledge Base articles
for the component and keywords you have used. Please look through them carefully.
Most likely, they will contain the solution for your issue, and you will avoid creating a
request that deducts from support contract total.
If you have found the solution to your issue in some of the suggested articles,
click Yes, please cancel this request button below the question “Did any of the
articles above help you resolve your request?” Otherwise choose the No, I still need
help option and enter your support code to continue.
18 Creating Support Requests

On the Steps to reproduce page enter problem description in detail. Make sure
you fill in all required empty fields and attach files if necessary.
 Creating Support Requests 179

To reduce resolution time and avoid additional contacts from the Support team to
clarify the situation, please provide as much information as you can:

Issue description itself.

Current server and network configuration.

Exact error which appears in the product.

Exact error which appears in other logs.

All related log files (System/Event
(System/Event log, mail logs, database logs, apache/IIS
logs).

Screenshots (if needed).

The exact time the error occurred.

Any specific information such as user/subscription IDs, affected mailboxes,
and/or domain(s).

Any KB articles that you have already reviewed as part of your troubleshooting
process.

Describe the exact steps for reproducing the issue.

Describe the latest actions made on the server before the problem had
occurred.

Describe the steps you tried to take to fix the issue.

When you click Continue you will be redirected to Server Access step where you
will be requested to provide the access data so a Parallels Support Engineer can
login to the affected environment to investigate the reported issue.

Finally on the Contact Information step you can submit the contact detail so
Parallels Support Team can contact you regarding the support request. Please
20 Creating Support Requests

provide a valid phone number and the appropriate call level in order to make the
communication the most efficient. Select the ticket severity to reflect the issue
scale and importance and c lick Submit to complete the procedure.

Upon submitting the request, you will receive a confirmation e-mail with the request
ID assigned to your request, ticket severity, and estimated response time. Please
read carefully all the data provided therein. This data will help you in further
communications with Parallels Support Team.

Important: In all future correspondence regarding your current issue, always include
the request ID (like [Parallels #1234567]) in the e-mail subject line.
 Creating Support Requests 21

Submitting Request by Phone

We provide phone support for questions about product functionality and known issues
covered in Parallels Knowledge Base (see page 6) or to receive/provide updates to
previously submitted support requests. For support requests not covered by the
Parallels Knowledge Base or known issues, we encourage you to submit requests via
the Support Request Portal. This ensures we have all required information to complete
your request in a quick manner.

Prior to using our phone support, please make sure:

You have an active support contract or valid support code on your product license.

The phone support is covered by your support contract.

You have current Request Tracker ID for your currently opened case handy.

 To submit your support request over the phone, use any the following
phone numbers:
+1 (703) 579-0156 - International.

+1 (888) 811-2489 - Toll-free for US and Canada.

Additional contacts are located here: http://sp.parallels.com/support/phone/

If you have already created a ticket on the issue you want to solve, please enter the
ticket number during the call at the request of the phone menu system.

If you don't have a ticket on this issue, a ticket will be created automatically and its
number will be given to you.

Complex issues requiring investigation and Parallels Technical Support

Representatives work on customer's server(s) can be reported by phone. Further work
by Parallels Technical Support staff takes place offline. Per customer request, updates
on work progress can be received either by phone or e-mail.

Purchasing Per-Incident Support Online

If you don't have an active support contract or valid support on your product license,
you may purchase per-incident support online.

Before purchasing per-incident support, we highly recommend that you take advantage
of our Knowledge Base, Documentation, and Forums (pp. 5 - 6). These resources may
lead directly to the answers you need.
22 Creating Support Requests

If none of the aforementioned resources helped you to solve the issue and you still
require assistance from the Parallels Support Team, you can buy per-incident support
at http://sp.parallels.com/hcap/support/buy-support/. After we have confirmed your
payment, you will receive an e-mail from our support system with instructions on how to
use the support incident. Please note that once Parallels Support starts working on the
issue, your payment is non-refundable.

Per-incident purchases cannot be credited back to your account and are intended for
use immediately after the incident has been purchased.
CHAPTER 4

The Support Request Workflow

After you have created a support request (ticket), you can work with it in various ways:

Track the ticket status

Escalate the ticket

Technical Service Agreement

To be able to solve your issue, Support Representatives might need physical access to
your server or control panel. In this case, you need to sign our Technical Service
Agreement. By signing this Agreement, you authorize Parallels to begin performance of
the services or to continue performing support services.

 To sign the Technical Service Agreement, follow these steps:

Go to https://sp.parallels.com/hcap/support/spf/.
Fill in all required fields (the ones marked with asterisks). Please read the
agreement carefully and provide all necessary information.

Important: Close access to your server/service after your issue has been resolved.

Tracking Your Support Requests

If you place any support request (ticket) to Parallels Support Team, you can check your
request and its status directly in our Request Tracking system (RT) by yourself. RT
also enables you to resolve your tickets and open new ones.

Setting Up Access to Request Tracking Self-Service

Portal
To be able to work in Parallels RT Self-Service, you need to Get Access.

 To Get Access to RT, please follow these steps:

Go to https://support.sp.parallels.com/ .
Click follow this link below the login window.
24 The Support Request Workflow

Enter the e-mail address that was utilized for one of your existing tickets. If you
have not yet submitted any ticket, please see the Creating Support Request
section (p.17) of this document.
Click Submit. RT will send you an e -mail with your activation link. If you do not
receive any e-mail within 30 minutes, try again or contact Parallels Support.

Working With Support Requests in the Request

Tracking Self-Service Portal
In the Parallels Request Tracking Self-Service Portal, you can track your existing
tickets, resolve them, or open new tickets.

 To log in to Parallels Request Tracking Self-Service, do the following:

Go to https://support.sp.para llels.com/SelfService
Enter your Username and Password.

In the Self-Service menu, you will see the following options:

Open tickets. This option allows you to filter currently open tickets.

Pending Confirmation / Closed tickets. This option allows you to filter closed
tickets.

New ticket. This option takes you to creation of a ticket through the web form.

Search. This option allows you to search for tickets by their status and content.
 The Support Request Workflow 25

Important: A ticket that has already been closed cannot be reopened.

Escalating Your Support Request

If there is a delay in response to your issue, you may escalate it by using the Escalate
option in Self-Service.

Note: The Escalate option will not appear

- for Severity 1 and 2 until two hours has passed since your request has been
submitted;
- for Severity 3 requests until time left for Support Team to respond becomes negative.

Once you select Escalate, you are prompted to confirm the escalation and, as soon as it
is confirmed, corresponding e-mail is sent to the Support Shift Manager on duty. The
issue will be evaluated, and you will be updated with the issue status at the earliest
possibility.
286 The Support Request Workflow

You can also escalate a ticket by contacting Parallels Support via phone.

Support Request Resolution Policy

A support ticket is considered as closed in the following cases:
• The issue is confirmed by you as resolved.
• We do not receive any feedback with regards to the resolved issue within the
14-day period since resolution was provided by Parallels Support Team.
• If Parallels is unable to resolve a certain issue or considers it to be out of
Support Team’s scope with acknowledgement and agreement from your side.
• The reported problem is a known bug; the fix would be included in a future
update or revision of the product.
 The Support Request Workflow 27

Participating in Customer Satisfaction

Survey
Our current and future services are based largely on feedback from our customers. In
addition, your satisfaction with our services is the only way we measure our success.
We conduct customer satisfaction surveys that give you the opportunity to let us know
how we are doing. This is a key measure of our success.

After we have set the ticket to the Pending by Customer’s confirmation status, you will
receive a short e-mail with the link to the online survey form like the one below:
28 The Support Request Workflow

Please follow the link and answer a few questions regarding our support services. Your
feedback will help us improve our support and increase your success.

The survey form itself is very simple and intuitive. You can change your selection at
any time before you hit the Submit button.

You may submit the survey form after logging to Self-Service Portal
https://support.sp.parallels.com with your account (please refer to “Getting Access to
Request Tracking Self-Service”) and submit short surveys for all tickets using the
“Submit selection” button or open a ticket and fill in the detailed form, leaving your
comment about Parallels service.
 The Support Request Workflow 279

The survey rate will show the percent of Pending for Customer’s confirmation tickets
with submitted surveys from you.

Thank you for choosing Parallels!

CHAPTER 5

Legal Information
Prior to working with Parallels products, please read the important legal information.

Product End-of-Life Policy

Parallels, Inc is committed to providing high-quality, cost-effective solutions to our
customers. To this end, we have established an official Parallels End of Life (EOL)
policy.

Rapidly changing technologies as well as competitive pressures influence the level,

timing, and character of demand for a particular product or group of products. All of this
drives the need to introduce new products and services and to EOL older software
revisions as well as products.

Parallels has adopted a policy for product EOL that includes the following elements:

Definition of Replacement Product (RP) if applicable

Internal Announcement of Withdrawal from Marketing (WFM) to all sales and
distribution channels

Determination of Last Customer Ship date (LCS)

Estimated End of Support date (EOS)

RPQ Options, if any, for extended product availability

Individual customers who may be affected by the Withdrawal from Marketing actions
will be contacted by the Parallels Salesforce or Distributor partners. In addition, this
website will list all products and features which have been withdrawn or have a defined
End of Support date.

Supported Software Releases

Parallels will provide Software support for all Software for (a) the current Release and
the greater of (i) the two immediately preceding Releases or (ii) all Releases made
available in the 12 months preceding the release of the then current Release.

Once a product has been withdrawn from Marketing, the maintenance coverage will
continue to be available up to the End of Support date. Our customers will be notified at
contract renewal of any maintenance price changes or support level changes. Formal
notification will be made to all maintenance-paying customers of record advising them
 Legal Information 31

of the EOS dates. Parallels appreciates your business and we hope to continue to
serve you in the future.

Maintenance Agreement
Most Parallels software comes with a software maintenance agreement for the first
year. This software maintenance, sometimes called SUS or Software Update Service,
can then be renewed as an annual fee-based subscription for subsequent years,
allowing the user unlimited updates to latest version for the term of the subscription.
These programs do not cover fee-based add-ons or increased capabilities like
managing more domains, etc.

End-User License Agreement

This End-User License Agreement (this "Agreement") is a legal contract between you,
as either an individual or a single business entity, and Parallels Holdings Ltd. and its
affiliates ("PARALLELS").

READ THE TERMS AND CONDITIONS OF THIS AGREEMENT CAREFULLY

BEFORE DOWNLOADING PARALLELS'S PROPRIETARY SOFTWARE1 (the
"SOFTWARE") OR OBTAINING A LICENSE KEY TO THE SOFTWARE OR USING
THE SOFTWARE.

THE SOFTWARE IS COPYRIGHTED AND IT IS LICENSED TO YOU UNDER THIS

AGREEMENT, NOT SOLD TO YOU. BY DOWNLOADING THE SOFTWARE OR
OBTAINING A LICENSE KEY TO THE SOFTWARE, YOU ACKNOWLEDGE THAT
YOU HAVE READ THIS AGREEMENT, THAT YOU UNDERSTAND IT, AND THAT
YOU ACCEPT AND AGREE TO BE BOUND BY ITS TERMS. IF YOU ARE NOT
WILLING TO BE BOUND BY THE TERMS OF THIS AGREEMENT, YOU SHOULD
CLICK THE "I DO NOT ACCEPT" BUTTON BELOW, TERMINATE THE DOWNLOAD
PROCESS, AND REFRAIN FROM ACCESSING OR USING THE SOFTWARE. THIS
AGREEMENT REPRESENTS THE ENTIRE AGREEMENT BETWEEN YOU AND
PARALLELS CONCERNING THE SOFTWARE, AND THIS AGREEMENT
SUPERSEDES AND REPLACES ANY PRIOR PROPOSAL, REPRESENTATION, OR
UNDERSTANDING YOU MAY HAVE HAD WITH PARALLELS RELATING TO THE
SOFTWARE.
License
1. Grant of License. Parallels hereby grants to you, and you accept, a limited, non-
exclusive license to use the Software in machine-readable, object code form
only, and the user manuals accompanying the Software (the “Documentation”),
only as authorized in this Agreement. For purposes of this Agreement, the
32 Legal Information

“Software” includes any updates, enhancements, modifications, revisions, or

additions to the Software made by Parallels and made available to end-users
through Parallels' website. Notwithstanding the foregoing, Parallels shall be
under no obligation to provide any updates, enhancements, modifications,
revisions, or additions to the Software.
2. Scope of Use. You may use one copy of the Software activated by a license key
on a single server (virtual or physical) owned, leased, or otherwise controlled by
you, at a single time. If you have multiple license keys for the Software, you may
make and use as many copies of the Software as you have license keys. For
purposes of this Agreement, “use” of the software means loading the Software
into the temporary or permanent memory of a computer. Installation of the
Software on a network server solely for distribution to other computers is not
“use” of the Software, and is permitted, as long as you have a license key for
each server (virtual or physical) to which the Software is distributed. The
Software may not be used on or distributed to a greater number of computers
than you have license keys. If you use or distribute the Software to multiple
users, you must ensure that the number of users does not exceed the number
of license keys you have obtained, or you will be in breach of this Agreement.
3. Copies and Modifications. You may not reverse engineer, decompile, disassemble,
or otherwise translate the Software or any license keys you have obtained. You
may not modify or adapt the Software or any license keys that you have
obtained in any way. You may make one copy of the Software, the
Documentation, and any license keys that you have obtained, solely for backup
or archival purposes. Any such copies of the Software, Documentation, or
license keys shall include any copyright or other proprietary notices that were
included on such materials when you first received them. Except as authorized
in this Section, no copies of the Software, Documentation, or license keys, or
any portions thereof, may be made by you or any person under your authority or
control.
4. Assignment of Rights. You will not sublicense, lease, rent, or lend your rights in the
Software, Documentation, or license keys, as granted by this Agreement, to any
party without prior written consent of Parallels.
Intellectual Property and Confidentiality
5. Use Reporting, License Violations and Remedies. Parallels reserves the right to
gather data on key usage including license key numbers, server IP addresses,
domain counts, and other information deemed relevant, to ensure that our
products are being used in accordance with the terms of this End-User License
Agreement. Parallels expressly prohibits simultaneous, multiple installations of
our Software and domain count overrides without prior written approval. Any
unauthorized use shall be considered by Parallels to be a violation of this End-
User License Agreement. Parallels reserves the right to remedy violations
immediately upon discovery, by charging the then current list price of
unauthorized keys to the credit card used to make the original, authorized
purchase, or by any other means necessary. You agree not to block,
 Legal Information 31
31

electronically or otherwise, the transmission of data required for compliance with

this agreement. Any blocking of data required for compliance under this
agreement is considered to be violation of this agreement and will result in
immediate termination of this Agreement pursuant to Section 4.
6. License Automatic Update and Expiration. Your license may include an expiration
date that can result in the termination of the license. For permanent (non-lease)
license keys, the license updates automatically except if Parallels determines
that a license is used in violation of the terms of this Agreement. If your license
key is stolen, or if you suspect any improper or illegal usage of your license
outside of your control, you should promptly notify Parallels of such occurrence.
A replacement license will be issued to you, and the suspect license will be
allowed to expire. For lease licenses, your monthly payment for each month
must be processed prior to the expiration date in order for the license updates to
be performed. For your convenience, Parallels provides license expiration
warnings in the product interface should there be any issues that would cause
the product license to eventually expire. It is your responsibility to contact
Parallels regarding any potential expiration that you deem inappropriate.
Parallels shall not liable for any damages or costs incurred in connection with
the expired licenses.
7. Proprietary Rights to Software and Trademarks. You acknowledge that the Software
and the Documentation are proprietary to Parallels, and the Software and
Documentation are protected under United States copyright law and
international treaties. You further acknowledge and agree that, as between you
and Parallels, Parallels owns and shall continue to own all right, title, and
interest in and to the Software and Documentation, including associated
intellectual property rights under copyright, trade secret, patent, or trademark
laws. This Agreement does not grant you any ownership interest in or to the
Software or the Documentation but only a limited right of use that is revocable in
accordance with the terms of this Agreement. Any and all trademarks or service
marks that Parallels uses in connection with the Software or with services
rendered by Parallels are marks owned by Parallels. This Agreement does not
grant you any right, license, or interest in such marks, and you shall not assert
any right, license, or interest in such marks or any words or designs that are
confusingly similar to such marks.
8. Confidentiality. You shall permit only authorized users, who possess rightfully,
obtained license keys, to use the Software or to view the Documentation.
Except as expressly authorized by this Agreement, you shall not make available
the Software, Documentation, or any license key to any third party. You will use
your best efforts to cooperate with and assist Parallels in identifying and
preventing any unauthorized use, copying, or disclosure of the Software,
Documentation, or any portion thereof.
License Fees
9. The Software will be available to you for use upon your receipt of one or more
license keys. Upon acceptance of this Agreement, you may obtain one or more
34 Legal Information

license keys by paying the requisite license fees, using the procedure set forth
on Parallels web site. The license fees paid by you are paid in consideration of
the license granted under this Agreement.
Term and Termination
This Agreement is effective upon your acceptance of the Agreement, or upon your
downloading, accessing, and using the Software, even if you have not expressly
accepted this Agreement. This Agreement shall continue in effect until terminated.
Without prejudice to any other rights, this Agreement will terminate automatically if
you fail to comply with any of the limitations or other requirements described herein.
If you are leasing the Software and fail to pay the applicable license fees, Parallels
shall have the right to shut down your server. You may terminate this License
Agreement at any time by: (i) providing written notice of your decision to terminate
the Agreement to Parallels and (ii) either returning the Software, Documentation, all
copies thereof, and all license keys that you have obtained to Parallels or
destroying all such materials and providing written verification of such destruction to
Parallels. Parallels may terminate this License Agreement if you breach any term of
the Agreement by giving you written notice of your breach and Parallels' decision to
terminate the Agreement. Upon termination of the Agreement by Parallels, you
agree to either return to Parallels the Software, Documentation, all copies thereof,
and all license keys that you have obtained, or to destroy all such materials and
provide written verification of such destruction to Parallels.
Indemnification
You will, at your own expense, indemnify and hold Parallels, and its subsidiaries
and affiliates, and all officers, directors, and employees thereof, harmless from and
against any and all claims, actions, liabilities, losses, damages, judgments, grants,
costs, and expenses, including reasonable attorneys' fees (collectively, “Claims”),
arising out of any use of the Software by you, any party related to you, or any party
acting upon your authorization in a manner that is not expressly authorized by this
Agreement.
Disclaimer
THE SOFTWARE AND DOCUMENTATION ARE LICENSED “AS IS,” AND
PARALLELS DISCLAIMS ANY AND ALL OTHER WARRANTIES, WHETHER
EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED
WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR
PURPOSE, TO THE EXTENT AUTHORIZED BY LAW. WITHOUT LIMITATION OF
THE FOREGOING, PARALLELS EXPRESSLY DOES NOT WARRANT THAT THE
SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT OPERATION OF
THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE. YOU ASSUME
RESPONSIBILITY FOR SELECTING THE SOFTWARE TO ACHIEVE YOUR
INTENDED RESULTS AND FOR THE RESULTS OBTAINED FROM YOUR USE
OF THE SOFTWARE. YOU SHALL BEAR THE ENTIRE RISK AS TO THE
QUALITY AND THE PERFORMANCE OF THE SOFTWARE.
Limitation of Liability
 Legal Information 35

IN NO EVENT SHALL PARALLELS BE LIABLE TO YOU OR ANY PARTY

RELATED TO YOU FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL,
SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES OR LOST PROFITS, EVEN IF
PARALLELS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
General Terms
10. Governing Law and Choice of Forum. This Agreement shall be governed by and
interpreted in accordance with the laws of the Commonwealth of Virginia,
without regard to the conflicts of law rules thereof. Any claim or dispute arising
in connection with this Agreement shall be resolved in the federal or state courts
situated within the Eastern District of Virginia. To the maximum extent permitted
by law, you hereby consent to the jurisdiction and venue of such courts and
waive any objections to the jurisdiction or venue of such courts.
11. Severability. If any term or provision of this Agreement is declared void or
unenforceable in a particular situation, by any judicial or administrative authority,
this declaration shall not affect the validity of enforceability of the remaining
terms and provisions hereof or the validity or enforceability of the offending term
or provision in any other situation.
12. Survival. Articles 2, 5, 6, 7, and 8 of this Agreement and all Sections thereof,
shall survive the termination of this Agreement, regardless of the cause for
termination and shall remain valid and binding indefinitely.
13. Headings. The Article and Section headings contained in this Agreement are
incorporated for reference purposes only and shall not affect the meaning or
interpretation of this Agreement.
14. No Waiver. The failure of either party to enforce any rights granted hereunder or
to take action against the other party in the event of any breach hereunder shall
not be deemed a waiver by that party as to subsequent enforcement of rights or
subsequent actions in the event of future breaches.
15. Amendment. Parallels reserves the right, in its sole discretion, to amend this
Agreement from time to time. If there is a conflict between this Agreement and
the most current version of this Agreement, posted at www.sp.parallels.com, the
most current version will prevail. If you do not accept amendments made to this
agreement, then this license will be immediately terminated pursuant to Section
4.
16. Taxes. You shall, in addition to the license fees required under this Agreement,
pay all applicable sales, use, transfer, or other taxes and all duties, whether
national, state, or local, however designated, that are levied or imposed by
reason of the transaction contemplated under this Agreement, excluding income
taxes on the net profits of Parallels. You shall reimburse Parallels for the
amount of any such taxes or duties paid or incurred directly by Parallels as a
result of this transaction.
United States Government Restricted Rights
36 Legal Information

The Software and Documentation are provided with Restricted Rights. Use, duplication,
or disclosure by the government is subject to restrictions as set forth in subparagraph
(c)(f)(ii) of the Rights in Technical Data and Computer Software clause at DFARS
252.227-7013 or subparagraphs (c) (1) and (2) of the Commercial Computer Software-
Restricted Rights at 48 C.F.R. S:52.227-19, as applicable.