Buying now instead of waiting for version 4

[bauhsoj]

We really need the power of something like Kayako to manage our support needs pretty soon, however, I am concerned about purchasing it before version 4 is released.

I am unfamiliar with the details of how Kayako Support Suite is updated, so please bear with my ignorance here....

Can anyone comment on the likely ease of upgrade to version 4? Will there be scripts to automatically update the code?

Can you give an estimate of how much it would cost to purchase the upgrade to revision 4 or is that a free upgrade once we have purchased it?

[craigbrass]

V3 -> V4 will migrate everything across (Tickets, Knowledge Base Articles, etc).

V4 will be released when it is ready. No date is being given to avoid disappointment.

[Jamie Edwards]

Hi bauhsoj, welcome to the forums.

If you are looking for a solution now, I certainly would not hold off until Version 4 - you can take from there being no ETA that it is a long time off.

With regards to the automatic upgrade script, yes - there will be one available.

Can you give an estimate of how much it would cost to purchase the upgrade to revision 4 or is that a free upgrade once we have purchased it?

I am afraid there is no information on this yet.

[craigbrass]

Wait: Our Support and Upgrades renewal will not cover V4?

[Jamie Edwards]

Originally Posted by craigbrass

Wait: Our Support and Upgrades renewal will not cover V4?

As I said, I am afraid that there isn't any information, or any details about the licensing of Version 4 yet. As with the product itself, updates and details will be posted as and when the information is ready.

Thanks,

[craigbrass]

Well when considering it, consider that if you have a separate upgrade charge, you will be going against "the adopted way of web software". Most web based software charge a fee every 6 or 12 months and it includes all updates.

[danielpugh]

i would second that.. we are only paying the support/upgrades fee"MER15811849 Support & Upgrades Renewal (6 Months)"

on the understanding that it covers upgrades as well as support, as since installing we dont really need the support. can this be clarified please.

If not then we are quite happy to stop paying for upgrades as because as there is not even an unofficial timeframe for v.4 it is starting to become more economical to look at getting a diferent system that already has v.4 features and pay by installments.

[PeteV]

same here; if support and upgrades includes rather poor support and no major upgrades, then why pay for it? [we are using hosted eSupport, but same thing of course]

we are assuming that v4 is one to two years down the road; do the math

we also suspect that Kayako will significantly raise its prices for v4

so, competitors look a lot better now, from this perspective

[Jamie Edwards]

Hi Pete,

There has been and there won't be any speculation from us on licensing or pricing of the Version 4 product line, and we urge others not do speculate themselves; the only result is that the rumour mill starts turning, and people get the wrong idea.

Originally Posted by PeteV

we are assuming that v4 is one to two years down the road; do the math

we also suspect that Kayako will significantly raise its prices for v4

so, competitors look a lot better now, from this perspective

[Jamie Edwards]

Hi Daniel,

There is no obligation to keep up your support and upgrades subscription on an owned license. However, you will not receive bug and security fixes or additional features added to Version 3.

Originally Posted by danielpugh

If not then we are quite happy to stop paying for upgrades as because as

[craigbrass]

Jamie: We are not speculating, we are simply saying considering how Kayako is web based software, charging for the next version would be going against the "adopted standard practice".

[Jamie Edwards]

Originally Posted by craigbrass

Jamie: We are not speculating, we are simply saying considering how Kayako is web based software, charging for the next version would be going against the "adopted standard practice".

Quoting Pete;

we also suspect that Kayako will significantly raise its prices for v4