Kaseya Community

Support's level 1 staff: how would you grade them?

  • My frustration lately is that Kaseya support wants to get into my VSA to troubleshoot and seems to only want to use port 80. I've asked repeatedly (on two different support tickets no less) what the source IP addresses will be so that I can open them up in my firewall. No way am I going to open port 80 up to the internet at large. Nobody has given me an answer yet.

    Today I had to escalate to my account rep. I'm very frustrated in general with the quality of support and also have to echo the sentiments that the Level 1 tech's grasp of English is tenuous at best.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: northstardave
  • I let them into my VSA thru HTTPS, but you'd have to configure IIS for it...
    I also occasionally let them into my Win 2003 server thru RDP using a user account I created for Kaseya. Maybe you could tell them to RDP into your server, then open a local HTTP session in IE?

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • What we do is open a port for RDP when requested. When the rep is done, we turn it off. This is an easy way to manage this (we also do this for several other vendors for clients).

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj
  • I also open the requested port for RDP. So far I've had around 3 - 4 different ports to open.

    I've also granted them access via HTTPS.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: LANWorx
  • Do you have an Agent on your kserver? IF so, Kaseya Support shoudl be able to use KVNC to connect.

    Lloyd

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lwolf
  • Sorry to hijack the thread.. but Lloyd, can you please check your PMs?

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: LANWorx
  • My request:
    "I'm not triggering any Windows event log monitoring alarms. I'm triggering application changes, hardware changes, and patch failures however. I reapplied the DB schema and rebooted the Kserver to no avail."

    Reply from Indian level 1:
    "Please provide the name of the affected Machine. Group ID which would allow you us to investigate the issue further."

    ------------------------------------------------------------------------

    1. It seems clear to me from my inquiry that it affects my entire kserver.

    2. His reply is incoherent, presumably because he could not care less.

    3. I know he's not "investigating my issue." I wouldn't trust this guy to turn on my TV. Don't belittle me.

    4. Despite marking this as high priority.. it took six hours just to be put into a queue for someone to help.

    Ultimately I suspect the tier-1 support is designed to invoke a negative reaction from us in order to reduce our support requests.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: nevesis
  • I agree... I am not a big fan of outsourced support to a different country. To put it in a nutshell, you get what you pay for!

    I also agree, K needs to address "emergency support" along with "clearly defining a service level agreement". By doing this we can hold them accountable for their response and resolution times. And if our support needs exceed the timing on standard support, then they should have the option of billing us for emergency support (isn't this what we do with our clients?).

    BTW - Did I mention how much I too dislike the poor support from level 1? I just feel like K isn't getting their money's worth. Hell they'd do just as good by hiring a couple of part time college kids and having them do the same thing. At least we'd probably understand them better! Of course with the economy dropping, American support might become cheaper than india support!

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj
  • Just like to point out that his reply is semi-coherent, as he is requesting a specific machine name and group name (hence Machine.GroupID). It's still completely off topic and irrelevant however.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: LANWorx
  • That's OK, you're a Grand Master and you're allowed some leeway!

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj
  • Hi Nevesis,
    I understand your frustration. That Tier 1 person either does not comprehend English well, or did not take the time to read your notes, or both...

    I am hoping that Kaseya's new Service Desk module will result in better tech support for all of us. I suspect many customers (myself included) would like to leap right over Tier 1 and get a more experienced Tier 2 tech. I am hoping they get a lot more sophisticated in how they route tickets. e.g. if 90% of the tickets I submit always have to be escalated to Tier 2 for a resolution, then route my tickets directly to Tier 2...

    It would be nice if customers that were active in these forums were rewarded with immediate routing to Tier 2.

    Supposedly Tier 1 is there to weed out a lot of the simple requests. I was told that Tier 1 resolves over 60% of tickets. That means there must be a ton of very simple (did not read the manual) requests that Tier 1 is resolving. So supposedly they are helping a lot of customers, but typically only with very simple issues. In my own case, I doubt Tier 1 has resolved more than 5% of my tickets (and I'm being generous)...

    Anybody know if Kaseya support has started using the new Service Desk?
    -Mike

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • Nevesis,

    I am certainly not one to stick up for Kaseya Support. On far too many occasions, my tickets requesting assistance have gone ignored, answered with poor responses, delayed until the point that I lost track of it myself, etc.

    But in this particular case, their response seems reasonable.

    Please provide the name of the affected Machine.Group ID which would allow you us to investigate the issue further.


    Simply reply to their request with something like the following:
    1) "machinename.GroupID" did not create an alert when event ID 1234 occured on date/time.
    2) Yet I have an Event Set "name of event set" assigned to that machine, and that Event Set includes an item to monitor for that specific event.
    3) When looking at the Application log for that machine, via the Kaseya server, I can see that the event has been successfully uploaded to my K server.

    Lloyd

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lwolf
  • Good points Lloyd! My initial thought was that support should look at his KServer, not any particular machine - as he seemed to be describing a total failure of alerts based on event logs. But you rightly point out that providing support with an example machine will make it easier for them to diagnose.

    My apologies to Tier 1! I was too quick to criticize...

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • Nevesis. I'd like to set the record straight on a couple of your points, then come back around to the issue you experienced.
    Firstly, Kaseya do not outsource any of their support, everyone of the staff you engage with are employed by Kaseya, a global company with offices all around the world. Support staff are placed around the globe in our offices in order to allow us to provide follow the sun support and be able to assist all customers in difficulty outside of their local office hours.
    Secondly, the task of Tier 1 is to gather the required information to provide a timely and meaningful escalation to feature specialists, and identify and immediately escalate Severity 1 issues (please see our support policy at www.kaseya.com/support for detailed definitions) rather than to create any kind of barrier. Currently Tier 1 have a first call closure rate of 65% and rising rapidly since their deployment Q3 last year.
    With regard to your issue, we request certain details at time of submission, one such is an example machine group and machine ID on which the issue is clearly repeatable - this was requested within an hour, exceeding our SLA and was later resolved by a specialist who advised against using c:\windows\temp as the agent temporary directory due to permissions restrictions. As such, Tier 1 had fullfilled their duty correctly and the wait of six hours was due to prioritization at the specialist level.
    Detailed issue descriptions, coupled with logs and screenshots will ensure minimal involvement at Tier1 and ensure your request is escalated to the correct pool of feature specialists without delay, please also enable the Kaseya Support account and know that we will take care whilst investigating problems.
    Please feel free to contact me directly should you wish to discuss further.
    Best regards
    Alan Davis - VP, Global Product Services
    alan.davis@kaseya.com

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: alan.davis@kaseya.com
  • Welcome to the fray Alan! I hope more K employees get involved...

    With that being said, in response to your reply... It's not that simple. What you described is a working model as scripted. Let me tell you what we've been getting from Level 1 support, Crap. At least 80% to 90% of the time. This is not a bashing but a direct, clear statement of the results from dealing with them. Please read earlier postings in these furums about the lack of "understanding" by the level 1 guys and you'll understand what I'm focusing on.

    Now lets take this further. It seems that K is saying you're getting a good return on your Level 1 investment with easy problems being resolved, and proper filtering of issues to the proper support specialist which improves support's efficiency. Now from what I get from working these forums is the opposite. Most of us are not happy with the current support paradigm and have been really frustrated by it.

    So who's right?

    Answer, both of us.

    What's missing is the people that are using these forums (consistently) are probably more educated on the K products. I have to assume that we represent a small number of the overall K users that K has. Most likely with being more educated on the K products, we will be frustrated by the current support structure of having to get through a level 1 engineer (I choose these words carefully because that is how it feels to us) to get to a level 2 eng who can actually help us. With your basic K customer having over 50% chance of their call being resolved by Level 1 (I believe K says its a 65% resolve rate), I would think this group of forum users I am referring to would more likely have a much lower chance of level 1 helping them. Why? Because we've already tried (OK, in most cases not all!) all of the basic things including examining the forums and knowledgebase (probably what Level 1 does) and do not feel we have a comfortable answer to our issue. Now we are requesting support for a better defined issue.

    Now with all of this being said, I feel what could resolve this would be for K to create some kind of certification (or something similar) where individuals who meet this standard are able to get directly to level 2 support. This would probably close that gap in support that the more experienced clients of K are feeling right now. And if someone doesn't achieve this cert? Well then they'll have to go through regular support (or pay for premium support).

    While this isn't a perfect answer, it is one that I believe would improve the satisfaction rate of your better educated K clients.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj