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Parallels Remote Application Server Ticket Severity

APPLIES TO:
  • Parallels Remote Application Server

Severity 1: 
Description:The Production Environment dependent on Remote Application Server is down. The operations are severely impacted and customer is unable to operate. No workaround is immediately available.
Example: 1. All or part of RAS solution is unavailable
 2. System Crashes
Customer Responsibility:Customer is required to have a dedicated resources available at all times while Parallels Support Team is troubleshooting the issue.
  
Severity 2: 
Description:A customer suffers loss of business-critical feature, but is able to partly operate; The issue affects a significant number of end-users.
Example: 1. A critical feature is not running or else is operating with severe performance issues
 2. Impact on productivity
Customer Responsibility:Customer is required to have a dedicated resources available at all times while Parallels Support Team is troubleshooting the issue.
  
Severity 3: 
Description:Customer is able to operate, although suffering partial non-critical loss in functionality.
Example: 1. End-users having performance issues but are still able to work effectively
Customer Responsibility:Customer will have a resources available upon request as required by Parallels Support Team.
  
Severity 4: 
Description:Customer has general how-to questions, minor cosmetic issues or general usage questions.
Example: 1. General How-to Questions
 2. Requests for information about software usage
 3. Missing or erroneous documentation
 4. Feature Requests
Customer Responsibility:Customer will have a resources available upon request as required by Parallels Support Team.

Guaranteed response time

Timely answers to your questions are vital for us. To ensure your work is not delayed, we guarantee the response time of our support professionals on both electronic and telephone support. We focus on answering your support requests in the following time frames:

  • Severity 1 requests: 2 hours;
  • Severity 2 requests: 4 hours;
  • Severity 3 requests: 12 hours;
  • Severity 4 requests: 48 hours.



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