Parallels® RAS
Premier Partner
Any downtime caused by IT-infrastructure failures can be too costly for businesses. Premier Partner service helps to reduce risk and downtime.
A Technical Support Engineer from the premier partner support team at Parallels will be working with your account. This person is the direct point of contact for all inquiries. As the product expert, the TAM will act as the escalation point and will help resolve complex issues as quickly as possible.
Our goal is to maximize your Customers’ business operation uptime via environment configuration according to best practices and at a scale that suits your needs
Partner benefits
Direct L2 support
Tickets submitted by your account are processed with high priority. **If Certification is valid, gain direct access to L2 support team
Case escalation and oversight
Your Technical account manager (TAM) will work with you on your case. The TAM ensures targeted response times are met for severity 1 & 2 issues and appropriate action plans are in place.
For mission-critical issues that require immediate attention, your TAM escalates the issue and works on it with Parallels engineering to reach resolution.
Upgrade assistance
Your TAM will guide you through best practices, optimal setup, known issues, assist with the upgrade process if needed, provide direction, and engage in road map discussions.
Understanding customer’s Parallels infrastructure
A TAM who works with your account is aware of your infrastructure, which helps to significantly speed up the investigation.
Prioritized feature request reviews
Parallels engineering regularly reviews your feature requests and provides feedback to your TAM.
Recurring monthly status calls
Benefit from monthly sync up calls to review status of opened tickets and feature requests.
Health monitoring
Monitor the health of the Parallels RAS environment. This proactive approach results in reduced risk of down-time in your Parallels RAS infrastructure.
Parallels RAS deployment reviews
Depending on your partner’s needs, a TAM will be able to provide expert advice and best practices to improve the performance of Parallels environment.
On-Demand remote product training
Upon request, a TAM can provide a training session covering architecture, installation and initial configuration of Parallels environment.
New product features can be covered in the scope of this call as well.
Root cause analysis
In case of a critical situation, upon request, a formal root cause analysis will be conducted.
Parallels Premier Partner support service offering comparison
| Plan benefits | Standard | Premier |
| Hours of Operation | 24x7x365 | 24x7x365 |
| Max Number of Technical Contacts | 3 | Unlimited |
| Number of Support Requests | 40 | Unlimited |
| Customer Site Profile | ||
| Product upgrade | ||
| Support Channels | Phone, Email | Phone, Email |
| Remote Support | ||
| Target Response times | ||
| Sev1 (urgent)* | 2 | 1 |
| Sev2 (high)* | 4 | 2 |
| Sev3 (normal)* | 12 | 6 |
| Sev4 (enhancement)* | 48 | 12 |
| Access to Parallels Forum and Self-Service Resources | ||
| Upgrade Assistance | ||
| L2 Support Team | (terms) |
|
| Parallels RAS Deployment Reviews | ||
| Technical Account Manager (TAM) | ||
| On-demand product training | ||
| Case escalation and Oversight | ||
| Root Cause Analysis (RCA) | (on-demand) |
|
| Prioritized Escalations Reviews | ||
| Prioritized Feature Requests Reviews | ||
| Recurring monthly status calls | ||
| Health monitoring |
*Parallels ticket severity definitions available here: https://kb.parallels.com/en/123547
** Direct access to L2 Support team applicable if Certification is valid