Hosted solution questions

[smartohana]

Couple of questions:

I'm concerned about scalability, performance, and reliability.

Does anyone have any experience in using Kayato in enviroments that receive over 1000 tickets a day? Are there any concerns, or other things I should be aware of?

Can the hosted solution support this type of environment, without any serious impact to performance and reliability?

I read it cost $99.95 for a non-branded version of SupportSuite. What wasn't clear was, is this the reoccuring monthly cost to maintain the non-branded version? Or is this a one-time charge, in addition to the normal monthly hosted fee?

What has been the normal development cycle for Kayato? In other words, how often are major and minor releases scheduled, typically?

[Jamie Edwards]

Hi smartohana,

Thanks for your interest in our services and products.

Does anyone have any experience in using Kayato in enviroments that receive over 1000 tickets a day? Are there any concerns, or other things I should be aware of?

For this volume of throughput, the Kayako shared hosted solution is not for you - you will consume too many resources and affect the performance of other clients on the server (violating the fair usage policy).

However, we do offer a hosted appliance service (dedicated server) which will give you the same managed hosting solution but on dedicated hardware so that your service will not be interrupted by high volumes of traffic and you won't violate a fair usage policy. The cost of this varies between $140.00 to $170.00 per month.

I am saying this assuming that you are expecting an average of 1000 tickets a day, and have many staff users and regular users logged in at any one time handling/producing this load. If this is not the case and you are just pulling in these tickets from e-mail accounts throughout the day, then the standard hosted solution may well be fine.

I read it cost $99.95 for a non-branded version of SupportSuite. What wasn't clear was, is this the reoccuring monthly cost to maintain the non-branded version? Or is this a one-time charge, in addition to the normal monthly hosted fee?

This is a one time charge for each license. Your hosted service subscriptions constitutes one license (for the duration of that subscription).

What has been the normal development cycle for Kayato? In other words, how often are major and minor releases scheduled, typically?

While there is no rigid release cycle, major releases tend to mature at least every 6 months with minor releases in between (that may fix security issues, cumulative bug fixes and so on).

It is easy to upgrade your hosted service to the newest version of SupportSuite (an automatic procedure).

[craigbrass]

Maybe a good idea to advertise this hosted appliance on the site?

[supportskins]

I agree, you should put it somewhere on the website.