![]() They offer a Kaseya University option to address that (which I am currently involved with) but it requires a subscription that keeps having to be renewed or you lose access. There is also a very solid learning curve in terms of understanding all of the features. If this were a very low-cost product this would be more understandable but it is not. I don't have a problem with the outsourcing aspect but I often find there is more than a bit of a communication gap and it can be frustrating spending a solid chunk of time trying to get my point across due a language barrier. ![]() I have found that it is a mixed bag of tricks in terms of how quickly you get a response and every time my ticket is addressed it is outsourced to someone for whom English is a 2nd or 3rd tongue. The cost is on the higher end for a remote management product which could be justifiable if the support were better. It continues to improve and has a nice amount of features that are included.įeatures that would be nice to have in the base version must be purchased as additional plug-ins so that one feels somewhat "nickeled and dimed" every time you want to expand your feature-set. This software is very full-featured and allows quite a bit of granular control and automation. The licenses are expensive over $6.50 a month per computer considering they have no templates, no support, no best practices guides, nothing but instructions on how to setup massive amounts of worthless features but very little actual useful features. with requirements that low you would think their software would run fast. (we have a 50/50 connection) you can host the software on your own server as they list the hardware requirements of a P1 (yes Pentium 1) 2.4ghz 166 fsb 4 gb of ram and 10gb of hard drive space. The software is extremely slow and takes 1-2 minutes to load each page. So if you want support they will just email you a link and say figure it out which is fine sometimes but when you need something right away and don't have time to read 50+ pages.Ĭustomer service promises the world but has 0 follow through (and yes I have all their promises in writing they don't care) we have not gotten the credit or a response from the supervisor and the 8 hours of onboarding they promised us & that we paid for we get 2 hours instead. Except support never called us and when we called them they said they couldn't do anything but email us links. The supervisor promised to have support call us and help us with what we needed, would get us the promised credit & would have us re-do our onboarding. So after calling the supervisor and telling him we have a client that is waiting for something we need their help to get it done in their software so we didn't have to manually remove a user & program to the 50+ computers we had added that week or we were leaving Kaseya. They literally just email you the link to the general help page and say figure it out or you were supposed to learn this in the onboarding (which we never got). ![]() So we tried using the software ourselves and called support for help. we never heard from him again, we did not use the software as we were never showed how to use it and got next years bill on my cc and called in and spoke to a supervisor who refused to give us any kind of credit and said onboarding hours expire. ![]() The Tech that did the on boarding had problems doing anything and said it was bug in the current system and the fix would be out in 3 months he would give us a credit and re-do the onboarding when the problems were fixed. We paid for the 25 licenses up front and paid for the "on boarding" which they promise 8 hours of training on how to use their software.
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