Parallels® RAS
Priority Line
Parallels Support offers an enhanced support experience, designed to keep your system running efficiently with minimal downtime.
For urgent issues classified as Severity 1, Parallels Support offers a prioritized response time of just 15 minutes via a dedicated phone line. Bypassing the standard support queue, your *Severity 1 ticket will be addressed directly by our highly skilled support representatives, ensuring prompt resolution.
Customer benefits
L2 support team
Tickets submitted through your account are processed with high priority. Bypassing the first line, your tickets will be handled by the L2 support team.
Case escalation and oversight
The L2 support team ensures targeted response times are met and appropriate action plans are in place. For mission-critical issues that require immediate attention, the L2 support team escalates the issue and works on it with Parallels RAS engineering to reach resolution.
Parallels RAS Priority Line support service offering
| Plan benefits | Priority Line (Severity 1) |
| Hours of operation | 24x7x365 |
| Max number of technical contacts | Unlimited |
| Number of support requests | Unlimited |
| Support channels | Phone |
| Remote support | |
| Target response times | |
| *Severity 1 (urgent) | 15 minutes |
| Access to Parallels forum and self-service resources | |
| L2 support team |
*Parallels RAS ticket severity definitions are available here: https://kb.parallels.com/en/123547