Is it me, or is the current support failing to deliver?
This morning at 09:42 hour I created a Prio1 support call at Kaseya because our KNM went down, and will not start again.
To this time 12:42 hours, we have still to revive any life-signs from support.
Why am I paying more that 20K support each year?
Hi, yes I can confirm. We also had some problems with the speed of the support. I think the problem is the "assignment to a support agent" process; there is a lot of potential for optimization for Kaseya.
thats how they push up their number for the webinars. they just ignore the tickets.
The issue is resolved!!
Our main Dutch tech hero escalated the call, and promptly three Kaseya engineers started helping us.
After a long search, the KNM Recordmanager code itself seems to have a defect.
We got a new build (9977) and the issue was fixed.
Hello F.A.N. van den Berg
Apologies for the delays; we have a bit of backlog here... Our techs had a web session with you and were able to resolve the issue with the help of our engineers.
Same ole Story after all these years....tickets go into the black hole. Support may or may not close them, or, just wait for you to open a second ticket on the same issue to buy more time. Nothing new. Trust release is just a joke. I have watched the forums load up with problems from the TRUST release. No trust here.
My last ticket took a month and I had to email them for followup nearly everyday. I eventually found my own solution and gave up on the ticket and/or excuses for no followup.
I have had similar experiences with K-Support recently, it has been frustrating.
Same problem here... i'm a gold customer and the SLA was exceeded every time now.
I am very disappointed with the Kaseya support.
My tickets have been sitting for DAYS. Never had this prior to these last few weeks, what is going on here?