Parallel provides support during Parallel’s normal business hours, from 7:30 AM – 5:30 PM PST, Monday through Friday, PST, excluding Parallel holidays. Such support includes communication with a technical support staff who will assist the Customer with their application’s capabilities, functionality, and characteristics and provide basic problem resolution assistance as required. This assistance does not cover training or consulting services.
Parallel staff is available to respond to application issues during business hours from 7:30 AM – 5:30 PM PST. Parallel staff will respond to non-critical requests within 48 hours. Critical site issues (e.g. site offline, security breach) will be responded to within 30 minutes during business hours and as soon as possible outside of business hours.
Support is provided to customers currently active with a Support or Continuous Improvement contract. Support services are also offered to any Parallel customers on a time and materials basis at a minimum of 10 minutes per request.
Updated: March 13, 2023