Kaseya Community

What should the expected support ticket response time be?

  • Just out of curiosity, what sort of response times do you guys get and also what do you expect out of Kaseya?

    I have one (critical)  KDB ticket that has been open for over 2 weeks with responses coming in every 3-5 days on it.  Another one I have regarding corruption in my database gets replies every couple of days.  For the most part Kaseya seems responsive but it seems to me that a lot of times when issues regarding their modules come up they clearly don't have the answers or have the ability to provide them in a timely manner.  I'm just wondering if my expectations are too high or out of line.  Personally as an IT support guy, if I provided this level of service I would be looking for a new job.

  • I wouldn't be happy with those response times, call and escalate it.