We have had a KNM not working, and Sales said they have tried to escalate but haven't heard from anyone. Now Sales rep is not responding to emails. Not sure if Kaseya has an escalation process.
K-Support can be frustrating. Maybe you can get some advice about your issue here in the forums. What wrong with your KNM?
I've used it very much in the past. It's not exactly a clean module to work with. Long term, Kaseya will probably depreciate it completely in favor of Traverse.
KNM bug fixes and improvements are long overdue, and I don't think they are coming.