Parallels Support

[Planck]

Greetings,

I would like to complain about Parallels support.

I'm leasing a dedicated server on LeaseWeb, i got the Plesk licence from them which also includes Customer & Business Manager.

The thing is that, i got numberous of issues:

http://forum.parallels.com/showthread.php?t=111036
http://forum.parallels.com/showthread.php?t=111084

also lots of SSL related issues between Plesk and Customer and Business Manager.

But issues are normal, the come with most software.

The thing that drives me NUTS is the Parallels support.

I CAN'T open a support ticket because I have a license from LeaseWeb. LeaseWeb cannot possibly provide the same level of support as the Parallels engineers do.

I CAN'T call Parallels. They won't allow it.
I CAN'T contact them by email, there no such option.

I had to pay $150 for 1 hour (!!!!!!!) support which goes down to 0 very fast. The guys (technicians) are indeed doing their best but this is outrageous...

You release a piece of software which is quite problematic. The least you can do is give FREE SUPPORT FOR PLESK BUGS.

With cPanel for Windows coming out soon, i'd say Plesk is going down quite soon unless they start caring about their customers.

 

[Danil Gonoshilin]

Hello Planck,

Indeed, Parallels Technical Support is a paid service. Parallels Support Policies are available here

Customers who are using Parallels software through its resellers normally request assistance from their resellers directly. If the reseller is not able to resolve the issue on their own they would contact Parallels Support on behalf of their customer and Parallels Tech Support would do their best to have this resolved at earliest.

Any customers (direct Parallels customers as well as customers of a reseller) may open a support case with Parallels Tech Support Team directly by purchasing a Support Incident ($75.00).

If the issue turns out to be a bug not previously known and documented, Parallels will provide a refund for the incident.

As I see your order for Administrative Service, 1 hour has been refunded per your request before Parallels Support was able to resolve this.

Also, Parallels offers several free support resources covering most of the known issues, which are available on the website:

http://www.parallels.com/support/free/