Reply With QuoteAll support is paid with Parallels unless it is a new install where you get some free support for a little bit. SUS only includes access to Hsphere updates not support. It has been that way since Parallels took over.
H-Sphere support PAID no matter what
Is anyone aware that for H-Sphere support, when you reach the 20 tickets limit, you have to pay for support, even if you're paying SUS?
I thought that after renewing SUS you would get another 20 tickets or so, but Parallels says you have to pay that separately.
All support is paid with Parallels unless it is a new install where you get some free support for a little bit. SUS only includes access to Hsphere updates not support. It has been that way since Parallels took over.
What's crazy is that we were charged to report a bug in HSphere.
We reported that the dedicated server bandwith functionality was broken in HSphere. Hsphere was no longer reporting bandwith used.
Parallels responded that it wasn't a bug and was working fine in their test environent. They then told us we had to create a support ticket because it was most likely user error.
After we created and paid for a support ticket, they confirmed it was a bug.
We paid for the support ticket just for them to tell us it was a bug that WE reported?
Hi Kiloserve,Originally Posted by kiloserve
Per our support policy ( http://www.parallels.com/support/policy/ ), if the root cause of an opened ticket turns out to be a bug that is not already announced via our KB/website, the ticket should be refunded.
If this is the case, feel free to e-mail your account manager and CC me and we'll get you taken care of.
Thanks,
Blake is correct, from the 20 open tickets we had, around 15 were bug reports and Parallels is now sorting out refunding us. Let's wait and see...
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