Parallels Remote Application Server Ticket Severity

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Severity 1 (Urgent)

 Description: Remote Application Server Production environment is completely down, preventing any user connections. No workaround is immediately available.

 Example: Parallels Remote Application Server production environment is completely inoperative or failure of critical product components (RAS Publishing  Agent, RAS Gateways) is preventing users from successful connection to the environment.
 Customer Responsibility: Customer is required to have a direct contact available at all times while Parallels Support Team is troubleshooting the issue.

 

Severity 2 (High)

 Description: Parallels Remote Application Server Farm is functioning, however some of the critical functionality is not working affecting the majority of users.
 Examples:

 Customer Responsibility: Customer is required to have a dedicated resources available at all times while Parallels Support Team is troubleshooting the issue.

 

Severity 3 (Normal)

Description: Customer is able to operate, although suffering partial non-critical loss in functionality.
Example: End-users having performance issues, but are still able to work effectively.
Customer Responsibility: Customer will have resources available upon request as required by Parallels Support Team.

 

Severity 4 (Enhancement)

 Description: Customer has general how-to questions, minor cosmetic issues or general usage questions.
 Examples:     

 Customer Responsibility: Customer will have a resources available upon request as required by Parallels Support Team.

 

 

 

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