Some questions about SupportSuite

[pgallanis]

I have a couple of questions about hosted versions of SupportSuit:

1. Do you publish service level agreeements for your hosting?
2. Can we white label a hosted implementation?
3. In lieu of using InstaAlert, is it possible to send emails to the appropriate individuals when a ticket is opened and send it to different people depending on the severity?
4. Can we limit the severity that a customer can select?

I've tried to go through the doc, forums as well as worked with the trial which answered many of my questions but I couldn't find answers to those above. My apologies in advance if they are covered somewhere else.

Thank you

[Jamie Edwards]

Hi pgallanis,

Welcome to the forums

1. Do you publish service level agreeements for your hosting?

We do not offer a public SLA guarantee yet. However, we do maintain our own internal service level plans and have maintained a reputable service for more than five years (hosting more than 25 servers).

2. Can we white label a hosted implementation?

Yes; you can have (for example) yourname.helpserve.com. To debrand the client support interface of Kayako's name you need to purchase a branding free license (for $99.95).

3. In lieu of using InstaAlert, is it possible to send emails to the appropriate individuals when a ticket is opened and send it to different people depending on the severity?

While what you describe is possible using ticket alert rules (alerting staff to new tickets, new ticket replies and priority changes), this is not what InstaAlert does. InstaAlert sits in your system tray on your desktop and alerts you to new ticket submissions and updates.

4. Can we limit the severity that a customer can select?

I am afraid it is not possible to maintain 'internal' priorities (that a user cannot select).

I hope I covered everything here.

[pgallanis]

Thanks - that addressed my questions vey well.