User`s guide

If you experience any problems related to upgrading your software to Parallels Virtuozzo Containers
4.7, do the following:
• If you have a Customer Relationship manager or a dedicated support engineer assigned to your
company, please feel free to contact them for any questions related to the Parallels Virtuozzo
Containers 4.7 upgrade.
• In all other cases, use one of the following ways to get technical support from Parallels
(available 24/7 via email and phone):
• Open a support ticket by filling in a special support form at
https://www.parallels.com/en/support/virtuozzo/request/ or submitting a support request
using the vzreport utility. You can then use the Parallels Support RT self-service interface
available at https://support.parallels.com to open and track your ticket.
• If your support plan includes phone assistance, call 866.248.8906 (toll-free for US and
Canada customers) or +1.703.286.2196 (internationally).
Problem Escalation
We make every effort to ensure that your problems are processed quickly and effectively. If,
however, there are delays in processing your ticket past the time period that is stated in your
support contract, you may escalate the problem by writing a letter to
[e-mail]. This email address is checked by the support leaders on a 24x7
basis. Please send the ticket ID in your email for us to be able to review the status of your ticket
and adjust the priority, if necessary. Please note that the escalation channel is not meant to provide
the support service. After you send an escalation request, the Parallels support team will either
send you a response in the corresponding ticket by email or call you.
C HAPTER 9
Getting Technical Support