Search

Language:  

Available article translations:

Support Ticket Severity

APPLIES TO:
  • Parallels Desktop for Mac Business Edition
  • Parallels Desktop for Mac Home Edition
  • Parallels Desktop for Mac Pro Edition
  • Parallels Mac Management
  • Parallels Remote Application Server

Information

Severity level indicates the relative impact of an issue on customer’s systems or business processes. Parallels support uses the following severity level definitions to classify all support requests:

  • Severity 1 (Urgent): A customer is unable to install and run the software because of problems with a license key, the computer (server) fails to start, or the software crashes and corrupts data. No workaround or immediate solution is available.

  • Severity 2 (High): A customer is unable to install and use a program component or a feature described in the documentation. A temporary workaround may be available as Parallels attempts to resolve the issue.

  • Severity 3 (Normal): A customer is able to use the software; however, there is a partial non-critical loss of functionality of the software.

  • Severity 4 (Enhancement): A customer encountered a minor cosmetic issue, errors in the documentation, or asks for information about software usage, enhancements, or modifications.

#- INTERNAL (content below this line is not visible in published article) -#




1d79b51112684448ad06c14bdc779b0d 1d70d1f9c41d01c5f7202a4290e434e1 f9b6a8d63f3437e0dca35c9704a9033c 4987860c21de5849bcebfeb0472cfd03 a9c6e0b6a5209e617a7c0dd5eace86cf 1e5db16426987d561060acdf56d947b4

FEEDBACK
Was this article helpful?
Tell us how we may improve it.
Yes No