Kaseya Community

Kaseya Certified Solution Provider

  • Jason,

    I would be VERY INTERESTED, if I could take a test to show my Kaseya VSA competency (online, via telephone+remote control, in person, whatever), to earn a certification, and then with that certification, be able to have my support requests go directly to Level 2 Support (or higher/Level3 Support).

    I have to say that, rarely, does a Level 1 Support Engineer actually answer my questions. Alsmost always, they end up "being escalated to a feature specialist."

    If I could bypass the whole 1st Level Support, by demonstrating/proving my Kaseya VSA knowledge somehow, that would be fantastic!

    Just my 2 cents...

    Lloyd

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lwolf
  • Not to bash Tier 1 support, but if we could skip it entirely that would be great. That is at least a start. Better would be if we had a dedicated account support rep who took the service requests then directed them down to T1-3 'engineers' and ensured that things got done or attended to promptly. That way we have a single contact for support as we do sales, billing, etc.

    Anyone in any of the KES betas know that someone like Jeff Keyes really ensures that tickets are looked after. It is nice knowing that a single person takes some responsibility and is accountable.

    Jason, it would be really awesome if this was the result of the community of users and taken seriously. I am sure that everyone would like to toss in their ideas (benefits, requirements, costs, education materials, etc.), have them voted on and agreed on. Start an official and open thread on the forums here since the thread originated here, progress to the newsletter, and finally roll out the program. Within 6 months I am sure that Kaseya can have a decent certification program that not only ensures that Kaseya customers strive to stay on top of their game and are truly educated, but offers tremendous benefits for those it.

    Something like certification should not take the place of mandatory training however. I wrote in a previous thread that forcing new customers through the web training should be mandatory (and free!). I stand by that. Again, anything beyond those videos (boot camps, etc.) should remain as they are...costly. Otherwise, I can just see Kaseya turning this whole certification thing into yet another revenue stream for them.

    So monetize certification and offer some kickass benefits, and force/require new clients to go through the web training.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: CeruleanBlue
  • jason.paquette@kaseya.com
    ...

    My question is... Are you interested in a Kaseya Ceritification?

    ...


    Definitely. Access to better tech support and having some "reseller" qualification both sound good.

    We also find that level 1 usually doesn't fix our problem. Skipping that step would be a real time saver.

    The reseller thing is something I wish Kaseya would clarify. It makes me nervous to approach prospects who are big enough to buy Kaseya on their own. If I knew I was protected and could either sell them my SLA or a copy of Kaseya, it would open my market -- and yours. Smile

    --Tom

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: sequoya
  • Ditto to what Lwolf said.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj
  • sequoya
    Definitely. Access to better tech support and having some "reseller" qualification both sound good.



    We also find that level 1 usually doesn't fix our problem. Skipping that step would be a real time saver.



    The reseller thing is something I wish Kaseya would clarify. It makes me nervous to approach prospects who are big enough to buy Kaseya on their own. If I knew I was protected and could either sell them my SLA or a copy of Kaseya, it would open my market -- and yours. Smile



    --Tom




    Hi Tom,



    Regarding your question about Resale... I recently posted in another thread:



    http://community.kaseya.com/xsp/f/114/t/4423.aspx



    Ping your Account Manager and they can bring you up to speed on the Resale Program.



    Jason Paquette

    Director, IT Service Provider Sales

    Kaseya Corporation

    Bothell, WA, USA

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: jason.paquette@kaseya.com
  • FYI
    I have just received the following email: http://www.mspalliance.com/news/mspa-news-releases/mspalliance-announce-managed-services-professional-certification-individuals

    Interesting.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: carey-pccare
  • [QUOTE=carey-pccare;38870]FYI
    I have just received the following email: http://www.mspalliance.com/news/mspa-news-releases/mspalliance-announce-managed-services-professional-certification-individuals

    Interesting.[/QUOTE]

    We got that too. Looks interesting. Too bad they only have two events this year instead of how it was last year.Sad

    Decisions, decisions

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: CeruleanBlue
  • [QUOTE=carey-pccare;38870]FYI
    I have just received the following email: http://www.mspalliance.com/news/mspa-news-releases/mspalliance-announce-managed-services-professional-certification-individuals

    Interesting.[/QUOTE]

    Personally, I think this is the way the IT industry has to go. Just like Lawyers have to pass the Bar, Accountants have to be CPAs, there are Certified Financial Planners, etc... Even people like General Contractors, Plumbers, etc have to be properly educated and licensed. I think there has to be something in the IT industry that certifies CIO/CTO type positions. I'm not sure exactly what that should look like, but it has to go beyond technical certifications on individual products/vendors. It has to speak to ethics, accountability, professionalism, etc. This would allow the market to distinguish between people who understand technology in business vs. those that know just a little bit more about computers than the end users they support. Beyond distinction between individuals, it will lend credibility to the IT Services Market as a whole.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: jason.paquette@kaseya.com
  • Firstly I am glad this thread finally got back on topic from my origional question.

    Yes Jason I would be very interested in this. Even more so if we bypassed L1 support.

    I hope more people show interest.

    Jason

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: jchurch
  • So the ability to bypass L1 support has definitely been popular...

    What other benefits would people like to see as a result of being Certified?

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: jason.paquette@kaseya.com
  • So the ability to bypass L1 support has definitely been popular...
    What other benefits would people like to see as a result of being Certified?


    Jason,

    Bypassing Level 1 Support, and quickly getting to a knowledgable, dedicated person (or team) at Level 2 or Level 3 is the biggest benefit in my opinion, far above anything else.

    Perhaps I might also add stronger consideration for submitted Feature Requests.

    Lloyd

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lwolf
  • jason.paquette@kaseya.com
    So the ability to bypass L1 support has definitely been popular...

    What other benefits would people like to see as a result of being Certified?


    I got a couple...


    1. Unlikely, but maybe a 'freebie' of some kind (25 extra VSA licenses?), obviously anything that relies on third party software (kes/avg, budr/acronis) wouldn't make sense to give away, but a handful of VSA licenses probably wouldn't be too catastropic.

    2. Alteration to above. Maybe certified partners can install agents on unlimited "internal" machines (based on machine group name, not just gateway or lan address) that don't count against their VSA license. It'd be nice if our personal machines at home and work didn't count against us...you know?

    3. Special discount on future add-on or VSA licenses. Discount applies only if individual or company retains certified status. Not retro-active on original quote or purchase. Maybe this could also apply to the Kaseya IT services like NOC assist, and IT Monitor Assist.

    4. A public/searchable area on Kaseya.com that lists and links to
    5. all Kaseya certified partners. I know that this page exists, but how does one get their company listed there? Purchase a few thousand VSA licenses? Mad

    6. Maybe the Kaseya PR team can send out or post a nice press release on companies that employ or individuals that pass the exam. See: MSP Alliance and their MSP accreditation program.

    7. I agree with LLoyd above that any Feature Requests should be taken into more consideration. Maybe even open up a discussion on top requests between Kaseya management, developers and users. Maybe create something like Dells
    8. Idea Storm and things that are top voted by users are taken to the next step with developers and management?

    9. Marketing assistance, and possibly event expense reimbursement. Say a certified partner hosts their own local event on managed IT services. Say they showcase Kaseya as their "competitive advantage". It'd be awesome if Kaseya would reimburse that partner a portion of the costs for that. Stuff like line-cards, or brochures can get real costly. Maybe Kaseya could even offer up a speaker or two for a special presentation at the partners local event. Beef up and help personalize the emPower Toolkit.

    10. Regional Certified Partner conferences/small events. Once or twice a year have a free or low cost single day conference or event where certified partners gather with a couple Kaseya representatives and communicate with each other. Maybe have a presentation or two, and then some kind of open discussion. We all like to pass our business cards around anyway. Maybe charge non-certified partners $50 or whatever.

    11. Access to a more defined roadmap. It doesn't need to be specific, but there has to be some sort of development goal for the larger things. First quarter? Second? Let the certified partners spill the beans or make them keep quiet about release dates. Kaseya reps can remain quiet on the forums about dates if needed.

    12. Special forum area where certified partners can discuss amongst themselves.



    I have more, but I will stop for now. Smile

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: CeruleanBlue
  • CeruleanBlue
    I got a couple...


    1. Unlikely, but maybe a 'freebie' of some kind (25 extra VSA licenses?), obviously anything that relies on third party software (kes/avg, budr/acronis) wouldn't make sense to give away, but a handful of VSA licenses probably wouldn't be too catastropic.

    2. Alteration to above. Maybe certified partners can install agents on unlimited "internal" machines (based on machine group name, not just gateway or lan address) that don't count against their VSA license. It'd be nice if our personal machines at home and work didn't count against us...you know?

    3. Special discount on future add-on or VSA licenses. Discount applies only if individual or company retains certified status. Not retro-active on original quote or purchase. Maybe this could also apply to the Kaseya IT services like NOC assist, and IT Monitor Assist.

    4. A public/searchable area on Kaseya.com that lists and links to
    all Kaseya certified partners. I know that this page exists, but how does one get their company listed there? Purchase a few thousand VSA licenses? Mad

    • Maybe the Kaseya PR team can send out or post a nice press release on companies that employ or individuals that pass the exam. See: MSP Alliance and their MSP accreditation program.

    • I agree with LLoyd above that any Feature Requests should be taken into more consideration. Maybe even open up a discussion on top requests between Kaseya management, developers and users. Maybe create something like Dells
    Idea Storm and things that are top voted by users are taken to the next step with developers and management?

    • Marketing assistance, and possibly event expense reimbursement. Say a certified partner hosts their own local event on managed IT services. Say they showcase Kaseya as their "competitive advantage". It'd be awesome if Kaseya would reimburse that partner a portion of the costs for that. Stuff like line-cards, or brochures can get real costly. Maybe Kaseya could even offer up a speaker or two for a special presentation at the partners local event. Beef up and help personalize the emPower Toolkit.

    • Regional Certified Partner conferences/small events. Once or twice a year have a free or low cost single day conference or event where certified partners gather with a couple Kaseya representatives and communicate with each other. Maybe have a presentation or two, and then some kind of open discussion. We all like to pass our business cards around anyway. Maybe charge non-certified partners $50 or whatever.

    • Access to a more defined roadmap. It doesn't need to be specific, but there has to be some sort of development goal for the larger things. First quarter? Second? Let the certified partners spill the beans or make them keep quiet about release dates. Kaseya reps can remain quiet on the forums about dates if needed.

    • Special forum area where certified partners can discuss amongst themselves.



    I have more, but I will stop for now. Smile


    I second all of the above suggestions, they're all fairly awesome.

    Please be aware that the days which CeruleanBlue has suggested should be hosted in separate regions, so that those in other timezones (coughNewZealandcough) can attend something like this.

    Cheers,
    -LWX

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: LANWorx
  • LANWorx
    I second all of the above suggestions, they're all fairly awesome.

    Please be aware that the days which CeruleanBlue has suggested should be hosted in separate regions, so that those in other timezones (coughNewZealandcough) can attend something like this.

    Cheers,
    -LWX


    Thanks Smile

    The events should be regional so Kaseya reps and the event would come as close to you as possible while remaining central to your region. Using myself as an example, that would be the North East region of the U.S. 4-5 hour drive at most would be ideal. Ideally, not having them on the same day would ensure that some Kaseya reps (or execs) can attend more than one.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: CeruleanBlue
  • jason.paquette@kaseya.com
    So the ability to bypass L1 support has definitely been popular...

    What other benefits would people like to see as a result of being Certified?


    I agree with bypassing L1 completely. I would also like to see...

    1. Discounts on any training beyond certification to the certified.
    2. Discounts for all training to organizations with a certain number of certified personnel.

    I would also hope that this would be available to internal users of Kaseya as well as MSPs.

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