Article ID: 6941, created on Nov 26, 2009, last review on Apr 30, 2014

Information

There are several authorization points for Parallels customers in the Support Call Center. Please read carefully the information provided below:

For Consumers (Parallels Desktop and Parallels Workstation Extreme owners):

1. Authorization per Ticket ID

 
 If a consumer already has an existing ticket with Parallels Support and calls related to the same ticket, we strongly recommend making the authorization request per this existing ticket ID to avoid duplicate requests.  Authorization per ticket ID incident
is not counted and not deducted from the contract.  Authorization per ticket ID is allowed if:

  a) Ticket does not have "
Closed" status,. If a ticket is “Closed”, this means the issue considered has been resolved and there is no way to re-open the ticket. In this case, a new request must be created (please check different authorization points below).
  b) Ticket owner must have an active phone support option with incidents available on the support program.
 

 2. Authorization per Support Code

  In case there is no ticket opened with Parallels for the current question/issue, or the existing ticket has been "Closed", you must make a new authorization request per Support Code and a new ticket will be automatically created  youin the Parallels Support ticketing system. If you have a support contract that includes a limited number of incidents, one incident will be deducted from the contract when you create a ticket via the call center. The Support Code must satisfy the following conditions for successful authorization step:

 a) It must be valid
10-digit number.
 b) The
Support code must include an active phone support option with available incidents on it.


For Business Customers:


 1. Authorization per Ticket ID

 
  If a business customer already has an existing ticket with Parallels Support and calls related to the same ticket, we strongly recommend making the authorization request per this existing ticket ID to avoid duplicate requests.  Authorization per ticket ID incident
is not counted and not deducted from the contract.  Authorization per ticket ID is allowed if:

   a) Ticket does not have "
Closed" status,. If a ticket is “Closed”, this means the issue considered has been resolved and there is no way to re-open the ticket. In this case, a new request must be created (please check different authorization points below).
  b) Ticket owner must have an active phone support option with incidents available on the support program. This condition applies only for technical calls and does not relate to licensing types of calls.

Note:  For per-incident cases, phone support is included into each per-incident and you have  an unlimited number of calls per this particular incident case.  A per-incident purchased ticket is automatically created, and you  must use this ticket number as your authorization value.

 2. Authorization per Support Code

  In case there is no ticket opened with Parallels for the question/issue, or the existing ticket has been "Closed",  it is possible to make a new authorization request per your business customer's Support Code, and a new ticket will be automatically created in the Parallels Support ticketing system. If you have a support contract that includes a limited number of incidents, one incident will be deducted from the contract when you create a ticket via the call center. The Support Code must satisfy the following conditions for successful authorization step:


 a) It must be a valid
10-digit number.
 b) The
Support code must include an active phone support option with available incidents on it.

3. Authorization per Product License Key number

  In case there is no ticket opened with Parallels for the question/issue, or the existing ticket has been "Closed", it is possible to make a new authorization request per product license key number and a new ticket will be automatically created for you in the Parallels Support ticketing system. If you have a support contract that includes a limited number of incidents, one incident will be deducted from the contract when you create a ticket via the call center. The Product License Key Number must satisfy the following conditions for successful authorization :

 a) It must be a valid
8-digit number from one of the following Parallels products: Parallels Plesk Panel, Parallels Plesk Sitebuilder, Parallels Plesk Expand, Parallels Virtuozzo Containers, Parallels Business Automation Standard and Parallels Plesk Billing.
b) The License Key must include an active phone support option with available incidents on it.


Note:  If you are calling to our Online Sales team regarding your online order or any license issue, there is no need to authorize and the incident will not be deducted from your support contract.

Alternatively, customers can always submit a request on Parallels website:
http://www.parallels.com/support/. Request chat support or use one of the self-service solutions such as documentation, troubleshooter and knowledge base.

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