patrick.skelly90% of the time the first response is a reference to a KB article from Kaseya's KB that I have already read and ruled out as the trouble. That is why I am e-mail support. I have even told them I read the article and they send it to me still.
Is this your exprience?
patrick.skellySo I believe that the response time for tickets from Kaseya support has improved, however the quality of the responses have not. 90% of the time the first response is a reference to a KB article from Kaseya's KB that I have already read and ruled out as the trouble. That is why I am e-mail support. I have even told them I read the article and they send it to me still.
Is this your exprience?
Regarding this entry in the documentation:
If checked, an alarm is triggered when a patch installation has failed
for this machine ID.[/INDENT]
How does the patch alerts/monitor system detect that a patch install has
Thank you for contacting Kasey Support. Could you please update the ticket with affected machine.groupid details which would help us to investigate the issue further?
Also please enable Kaseya Support login (System tab > Request Support and click the “Create” button to allow us secure access to your sever) OR Configure your firewall to allow Kaseya support login to investigate it further.
jcourtneyFor the most part I have stopped submitting support requests. It always feels like I have to go back and forth 5 times before the tech reads my original post.
That being said I've called kaseya support a couple of times after 5pm PST and have gotten some of the best support by any tech company. I'm not sure if it is the medium or the timing but my best experiences are when I create a ticket with the portal then call about that ticket after business hours
The patches are installed based on the patch policy set to the machines.
As per the automatic update schedule the patches are installed.
These patches are scheduled through scripts, once the script fails the script log is created and based on the logs the alert is triggered.
From the programmer:
“We set a flag on the patch when it is added to an installation script. We always run a post-installation patch scan. While processing the scan results, if the patch is missing and the flag was set, we know that the patch was not successfully installed. So, we mark it as failed.”
Senior Technical Writer
JonJohnston However then I got told "you are backing up a database server, Acronis does not work properly with database servers. Deal with it."