As you probably know, over the last couple of months we have made some big improvements to our customer support services.
It all started a while ago with our 24/7 Knowledgebase. This KB is fully maintained up to the minute with our known issues and resolutions. Currently it takes around 30,000 hits per month and helps many customers very well!
Another very important step starting this week, our official Customer Support Policy is published on our website. With this, every customer knows how to contact us, what to expect from us and what we expect from them. You can find it here..
To summarize, we respond to all tickets within 2 hours – 24/7 and our statistics indicate that we answer 64% of them on first contact!If we can’t solve the problem on first contact, we will assign a severity to the ticket.
If you have a critical issue where i.e your Kaseya Server is offline, we assign it Severity 1. This means that for severity 1 issues only, you can expect a call from our experienced support engineers within 1 hour! (during business hours in your time zone)
Never has Kaseya Support offered this level of service, and we are not finished yet!
VP, Global Product Services