I also have a problem with Mac keyboard not working properly and after just paying for an upgrade I got this reply:
The product Parallels Desktop for Mac Pro Edition support is not covered by the Support contract you have.
Please check your
Parallels account for available support options or
purchase support.
I am in the IT e-commerce business sine 10 years and Parallels support and customers service (that's why I use Parallels Desktop) is one of the worst I have experienced.