SupportSuite Owned License Inquiries

[bmc2010]

Hello,

I am interested in purchasing the SupportSuite Owned License and I had some inquiries on it that I would like to have answered for me.

1. I would like to ask why I should purchase Kayako SupportSuite over the competitor. I am currently evaluating the product extensively in the trial version and am liking what I see a lot and am rather impressed by the massive amount of features and the interface it sports. However, there is a competitor that I am really looking into, and it's called Invision Power Nexus (click here). Its public beta plans on coming out in a few months, and from what I have heard it will beat Kayako, but I find that hard to believe. Please tell me why I should choose Kayako SupportSuite over the leading competitors (and please provide me to links with unbiased reviews on Kayako SupportSuite versus the leading competitors so I can further evaluate this product).
2. I would like to mention something before I purchase my SupportSuite Owned License. I have noticed an attitude from both voluntary moderators and staff members on the Kayako Forums, and it has deterred me a lot from coming here, but since I love the product so much, I have decided to stick around. However, I want to ask what the support response times are for tickets in general (and I want an honest answer) and why the customer service and support seems to lack around here. I can tell you that I may turn my business away from here if it continues to be like this, and I don't really want to do that, but I may be forced to do that. I'd like a response on how it's going to improve.
3. I'd like to know what future options for support and what current options for support are there. What are the support hours as well?
4. If I wish to change my URL on my SupportSuite Owned License for whatever reason (permitting I terminate my current installation), am I allowed to do this free of charge?

These are all the questions that I have for now, and I will continue to evaluate the seven day trial for Kayako SupportSuite and discuss it internally with my staff, and afterward make my purchasing decision.

Thank you for your time in answering all these questions.

Kind Regards,
Brandon

[Digital Mayhem]

Hello Brandon,

How are you today.. well glad to see you looking into the Kayako Software.. I am going to try to answer your questions.

1) I went to that Invision Power Nexus website that you listed and from their description its a "Billing Software Solution" Kayako is a Support Desk Solution not a Billing Software therefore they are two totally different kinds of software and therefore cannot be compared to each other... But I would get it because tons and tons of features, easy to install, unlimited staff members, not like alot of other companies that charge you ona per SEAT basis.

2) Well regarding forums there are always no matter what company you are dealing with the the few customers who are dissatisfied with something and have the #(*&@ about it in the forums, or you get the competitors that are not even customers who go in the forums to cause problems and try to bring customers over to their business.. But I don't know about moderators/staff as I haven't really seen any moderators/staff with attitudes. Ive seen them tell it how it is which I guess some people may take it as being rude/attitude.
3) Currently options are for Owned Licenses you get 6 free months of support free after 6 months it cost $39.95 to renew for an additional 6 months. Most support is done via their ticketing system but sometimes you can talk with some people through instant messenger when they are online. Also they started lately offering support via LiveChat at support.kayako.net and I hear in the future they will start to offer Phone Support.
4) Yes you can change it at anytime you would just need to open a ticket requesting the domain change via sales@kayako.com you can find specific instructions at http://support.kayako.net/index.php?...kbarticleid=53

Hope these answers were helpful and hope to see you as a Happy Kayako Customer in the very near future

[bmc2010]

Originally Posted by XeSolutions

Hello Brandon,

How are you today.. well glad to see you looking into the Kayako Software.. I am going to try to answer your questions.

1) I went to that Invision Power Nexus website that you listed and from their description its a "Billing Software Solution" Kayako is a Support Desk Solution not a Billing Software therefore they are two totally different kinds of software and therefore cannot be compared to each other... But I would get it because tons and tons of features, easy to install, unlimited staff members, not like alot of other companies that charge you ona per SEAT basis.

2) Well regarding forums there are always no matter what company you are dealing with the the few customers who are dissatisfied with something and have the #(*&@ about it in the forums, or you get the competitors that are not even customers who go in the forums to cause problems and try to bring customers over to their business.. But I don't know about moderators/staff as I haven't really seen any moderators/staff with attitudes. Ive seen them tell it how it is which I guess some people may take it as being rude/attitude.
3) Currently options are for Owned Licenses you get 6 free months of support free after 6 months it cost $39.95 to renew for an additional 6 months. Most support is done via their ticketing system but sometimes you can talk with some people through instant messenger when they are online. Also they started lately offering support via LiveChat at support.kayako.net and I hear in the future they will start to offer Phone Support.
4) Yes you can change it at anytime you would just need to open a ticket requesting the domain change via sales@kayako.com you can find specific instructions at http://support.kayako.net/index.php?...kbarticleid=53

Hope these answers were helpful and hope to see you as a Happy Kayako Customer in the very near future

Hello Steve,

I'm doing great, thanks for asking.

Thank you for answering all my questions, I appreciate it.

The Invision Power Nexus (collectively, "IP.Nexus") Software does billing but also does tickets too, but I'm not sure how it compares with Kayako SupportSuite.

Now, I would like to know this:

• If I purchase the Kayako SupportSuite Owned License, will I receive unlimited/lifetime upgrades for free?
• Also, if I purchase an additional license domain add-on option for $49.95 USD, will I receive six (6) months of support on that additional license as well or will it just tie in with my normal support options? And will the unlimited/lifetime upgrades for free count on the additional domain as well?

I'll let you know if I have any more questions.

Thanks again, Steve!

Kind Regards,
Brandon

[Digital Mayhem]

* No it goes with the Support/Upgrade with has to be renewed ever 6 months.
* Ties in with your main license.