If your company is Parallels Partner and has a Partner Support Contract, please return to the Support Request Form and provide your Partner Code together with the support request. If you do not know your Partner Code, you can get it from your Parallels Sales Representative or you can look it up in the Parallels Helpdesk at
https://support.parallels.com/.
Our records indicate that your license belongs to one of Parallels Partners/Resellers. As such, they are your first point of contact for support and general inquiry. Parallels Inc. does not provide support and escalation path for users if any of the following conditions are true:
* You are not a Partner or do not have an active support contract for the server/license that requires support
* You purchased a hosting plan that utilizes Parallels software
f.e. Plesk is used in your provider's shared hosting plan or Virtuozzo is used by your provider to offer VPS hosting
* You are past the date of your free support period and you did not purchase a per incident or annual support contract. This date is 30 days from the purchase date
You have the following options:
1. Try to find solution in comprehensive Parallels Knowledgebase
http://kb.odin.com or ask Parallels community at
http://forum.parallels.com
2. Contact the company that provides you with Parallels software. Since they provide the software as part of their offering then they are your point of contact to provide you with support. They should investigate what is wrong and if it is found to be a software malfunction, they may report about this to Parallels Support Team and we will work directly with them.
3. If you have already contacted your provider and they have referred you to us or you would like our immediate assistance with your issue, then you need to purchase a support contract in Parallels Online Store.
You have 3 options when purchasing support:
1. Per Incident support - the cost is $75 and includes email and phone support for this specific incident,
2. Annual Email Support - the cost is $399 and includes 20 email support incidents for this license for one year,
3. Annual Premium Support - the cost is $699 and includes 20 phone and email support incidents for this license for one year.
If you have already purchased Per Incident support, please ignore this warning, press submit button in Support Form again and reply with Online Order ID to auto-response message that you will receive after the ticket has been created.
NOTE: Per Incident, Annual Email and Annual Premium support agreements cover issues related to Parallels products. If your support request is found not to be related to our products, you will be notified that the work needs to be treated as system administration technical service. Technical services are billed on an hourly basis and your per incident support fee can be applied toward this service.
4. If you believe that you have found a bug in our software products you may send an e-mail to
[email protected] with detailed description of what and how happens with the software and with steps to reproduce this bug to have it examined by Development Team.
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