ReedMikelWow - if that's true then BUDR is not very well suited for servers, as most of my clients have Exchange and/or SQL running on them
ReedMikelI think K support needs to make their ticketing system more intelligent. Imagine if it tracked what percentage of each customers' tickets had to be escalated past level 1 support. If such a feature existed, they could then devise an automated routing system to bypass level 1 for customers that average more than x% needing level 2. Sure, they'd have to experiment with the x% threshold, but boy would that be a slick solution!
lwolfI am not holding my breath.... but Alan Davis said at the K User Conf in May that an automated escalation to 2nd level support would be available "soon" (for those users who could somehow prove good Kaseya knowledge, perhaps though some sort of online test) Lloyd