What is the Trun around time for support issues

[kushaaal]

I am sorry to be posting this here. But I could not get response from the Support team from more than 24 hours, though Sales team had responded to me on time.

I wanted to know what is the response time for the Support queries?
I have been waiting for simple change in the license by raising a support ticket as well as writing via email.


If we know that the support response or that support do not work on Friday, Saturday or may be Sunday, I would not wait for the response.

I am posting this at Pre-sales, because, it was sales team which responded to my queries on time.

Thank You!

[craigbrass]

Kayako don't work weekends so if you submitted it around 24 hours ago, it will be answered tomorrow.

I don't use support but I hear for standard tickets that support can answer, you'll usually get an answer in a few hours during the periods they work (apart from Monday when they clear the weekend backlog). Tickets that require developer attention take a little longer.

[kushaaal]

That means support is off for 60 hours. That means by IST I need to wait another 24 hours.

It was just one bad entry for key.php for one of my client that I got caught up in this 60 hour loop.

Anyway thanks for informing about this.

[Jamie Edwards]

Hi kushaal,

The typical turn around time for support ticket responses is around 4 - 6 hours (depending on the complexity of the issue; sometimes it will be a lot less and sometimes it will take longer). Due to the nature of sales issues, the typical response time is around 2 hours.

Support and sales hours are ~ 20 hours a day, on weekdays. During the weekends, the sales and support offices are closed. However, some of our tech-team are on hand over the weekend to support our hosted services.

Those are our official hours. Aside from those, I am rarely out of reach (via our forums or e-mail) and Raghav (one of our managers at the Indian office) often comes into the office on the weekends. We also have a dedicated community over at the forums who would be more than happy to help you out.

24/7 support and sales coverage is certainly something are working towards for the future. To achieve this we need to grow our teams, but do not want to put quality on the line over quantity - so I am sure you can understand why this is a gradual process.

Could you please let me know what the ID of your pending support ticket is? From what it sounds like, you should not have had to wait that long for a response. I may also be able to assist you with your license issues.

Kind regards,

[kushaaal]

Hello Jamie,
Thank you for posting this picture. That would make lot thing easier what to expect. Honestly, I kept myself online all the time during these hours to get the reply.

My Ticket ID is:
SUPPORT #KLM-114883

[jrcal]

Since you guys are not a new company (I was a customer years ago), it would at least be nice if you could use automation to activate new customers after they make a payment.

I purchased my new license at midnight on the 14th, hoping to install for our business presentation tomorrow. The support that you are talking about is completely fine. Except, I do think weekend support is necessary if the software crashes, or at least have a country list of approved resellers or support providers that can assist people when Kayako is not open.

Kayako has essentially wasted my entire weekend.

[kushaaal]

Yes, I am too part of this weekend waste phenomenon of 60 Hour Loop. I hope things will improve for others.

[supportskins]

I believe Kayako has plans to add weekend support but that wont be done immediately.

[jrcal]

As impatient as I can be, it is still worth the wait for Kayako. I used their software many years ago, and I'm so happy to be a client again.