Kaseya Community

Opinions on Kaseya Support

  • Hello Everyone,

    These last 9+ months, my office has been very frustrated with Kaseya's Support, and I wanted to get some other opinions and experiences.

    Our personal experiences are simply poor response time (2+ days) on rather high-urgency issues (i.e. BUDR failing), and rather bad follow-up/replies to responses. We have also seen an increasing amount of "Tier 1" support which appears to barely read our emails and then simply quote KB articles which are not necessarily even appropriate for the issue. With the removal of phone support, my office is very unhappy. As we see it, they have removed phone support, and yet we are still being charged the same price (with no additional services to compensate).

    When confronted about this, we are being given the excuse "We are going through some growing pains." After nearly a year and a half, of these "growing pains" isn't it about time for these issues to have been addressed properly?

    What is everyone else's experience with support?

    Legacy Forum Name: Opinions on Kaseya Support,
    Legacy Posted By Username: darrylb
  • Im new to the software and have been asked to start rolling it out in the next week or so. I've only been at the job a week, so I can only go by what I've experienced in a short amount of time. The responses were slow and they seemed to try closing the ticket almost immediately upon opening. I have a ton of issues with the software and really need some help (fast), but I could sense the support could be an issue day one. (last Monday)

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: dant205
  • Same problems here. With had many problems with BUDR and the response was a link to reading the manual!! I was shocked to say the least. Took days and some times well over a week before we ever got a response. They need a lot of help in that department....

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: BryanWithPCCare
  • There have been many posts about frustration with Kaseya Support. Over the past year, I personally feel it has gotten worse, not better. I too have heard the "growing pains" and the "we are working on it" story. But, months and months and months later, I can;t see how it can be getting worse, if they are truly working on it. If I gave this level of service & support to our clients, I wouldn;t still have them as clients.

    As you mentioned:
    - slow initial responses from 1st level support, many days in same cases, sometimes no response at all.
    - poor responses from 1st level support - not answering the question, providing irrelevant instructions.
    - poor responses from 1st level support - bad English
    - slow or poor followup from 2nd level/product specialists
    - no ability to bypass 1st level support, by demonstrating product knowledge
    - no ability to get a qualified support person on the telephone for K issues
    - no ability to get a qualified support person on the telephone for Acronis/BUDR issues

    That being said, I truly like the product. I just wish they would "fix" the weakness in support. I have reached out to some senior folks in the past. They committed to making support better. But I have not really seen it.

    Lloyd

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: lwolf
  • I second Lloyd's response on this. Improving Support needs to become top priority at K. For those of you going to the conference, please make it a point to single this out with anyone from K that you run into.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: boudj
  • Lwolf pretty much covered it.

    I opened a ticket on May 14 about patch issues. The response from 1st level support echoed my original comments and included a screenshot of the problem. They also included some sentences that were almost understandable. In addition, the ticket was closed before I responded. I reopened the ticket and it was "escalated to Development for further investigation". I haven't heard anything back yet.

    I opened a ticket this morning about the LanWatch service crashing on a server. I was sent an article explaining LanWatch can use up bandwidth and cause connections to be held open. They seem to glance at the subject for a keyword and provide the first article they come to that matches that word. Atleast this time they did not close the ticket...

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: SteveR
  • I'm in total agreement here. It took me 2+ weeks of fighting with Support to finally get someone from Tier 2 to call me. Once I got there, I still had problems getting ahold of the guy who was helping me solve my issues.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Charles.IN
  • I agree with everyone here. I have had a case open since 4/27 on our scheduled executive summary reports not working. The issue is that if embedded report is chosen, it sends blank emails. If a URL is chosen it uses http://localhost instead of the real hostname defined on the K server. The first response I got stated the following:

    "We have logged into your server and found the option in the body of the message under Reports --> Scheduled reports --> Format Mail. Normally with this option, it send a URL of that report. I would recommend you to change this option to , which is normally attach a scheduled report to all the marked emails. Please see the screenshot.
    Also Please Refer Below URL:
    http://kb.kaseya.com/article.asp?article=278862&p=11855

    I beleive this clarifies you query. Kindly reply to this email for further information on this."

    Which seems they barely even read the request. I stated in the request I had tried embedded, but that did not work, so I switched it to URL instead. I also stated that embedded reports were my main concern, but I did want the URL issue fixed also. Two weeks went by with no further response. I then got another response just stating they couldn't reproduce the URL issue, not even a mention of the embedded issue. That was 2 weeks ago. I have emailed support around 6 times since then, including opening a new ticket to request a status of the original ticket. Not a single response in 2 WEEKS. This is a bit worse than my normal experiences with K support, but not by much.....

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: nick.williams6@gmail.com
  • I've had very similar experiences.

    Opening a new ticket almost always nets a ridiculously unrelated boilerplate response.
    Upon providing the required rebuttal, several days pass in most cases before hearing from another engineer who actually reads the first email.
    That response is generally something designed to make me gather an incredible amount of information for them to review, which proves it's Kaseya's problem before they'll look into it any further.
    Almost inevitably, I get responses geared toward manually recreating the processes that Kaseya should be performing, to 'see' if it works that way.
    Once that's done, I'll either get "reload hotfixes and reapply schema" even though we're auto-updating, or I won't hear back for weeks.
    I've also noticed it's near impossible to get any visibility into the cryptic error messages, despite my repeated attempts in asking for clarification.

    I will say, however, that I have received good support and good information from a few engineers...however, it was certainly the exception as far as my overall experience with support goes.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: JohnC
  • one word. Appalling.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: rudi
  • Not sure why but I have never had any issues with Kaseya support. They have been timely in getting back with me and working to solve my problems.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Screa2
  • I have to agree with everything here so far. There are a few good/great support people that have helped me, but more and more I get *very* poor responses on tickets. They very much dont read what the I wrote originally and try to deflect the issue and close the case. Very frustrating when it takes a week or more of emails back and forth before they "get" the issue even though it is outlined in the original case notes.

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: Coldfirex
  • Sorry to say, the same experiences as everyone else. I huge dark spot on an otherwise fine tool. We keep hearing that it is going to be better, but no.

    Somthing I have tried is that I CC my sales rep when I contact support on important issue. Let them run down intellegent life in support.
    www.f1networks.com

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: jrvandy
  • I started with K in Mar 2008, and like most commenting in this thread, found Support to be woefully lacking. My past complaints line up with what has been listed here...

    BUT, I have seen progress in Support in the last several months. Tier 1 staff is actually doing a reasonable job - even on somewhat complex tickets of mine. I am not saying it's perfect. I do get the occasional barely-English reply.

    I'm not ready to celebrate yet - nor am I going to throw in the towel. I only hope that K's new Service Desk module gives K more capabilities to use their limited support resources to the utmost efficiency. We'll see...

    Legacy Forum Name: General Discussion,
    Legacy Posted By Username: ReedMikel
  • Everyone should read the recent post/announcement by Alan Davis. Please be sure to participate in the surveys, and provide the feedback (per ticket) that he is looking for.



    We have a friend at Kaseya in Alan. Let's give him everything he requests/needs, to in turn, help us.



    Lloyd



    Kaseya Support Satisfaction Surveys

    http://community.kaseya.com/xsp/f/132/t/10630.aspx

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