Some New Updates

[Varun Shoor]

Hi There,
Its been a long time since I posted an update and one is quite overdue. As you all know we have had some growing pains and have all been busy with our new office, There have been threads all over the forums regarding this and I would like to personally apologize for all the inconvinience caused in some recent weeks. We have had explosive growth with v3, something which we never anticipated and it has resulted in a lot of problems.

Regardless, I do have couple of news for our clients, Here they are:

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NEW OFFICE
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We are all done with the basic stuff, Right now our modular furniture is being assembled and the machines are on their way. We are all quite excited about this as this will give one real boost to our company (One that is quite needed). We are reserving 12,000 square feet of space but are initially starting out with around 5,000 square feet space. For starters we will be hiring 35 people immediately and once everything has settled down we will start filling the reserved positions for another 20 people. Our plan is to expand gradually and hire the best available talent to make sure there are no support or development issues from here on out.

I will have some pictures and blueprints for you to see quite soon, it's still a bit messy.

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SUPPORT UPDATES
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We will initially be starting out by providing 24x7 chat support and a 6 hour email response time SLA. This will later on be changed to a 1 Hour SLA and with addition of Telephone Support. We do plan to charge for telephone support on a per-incident basis but each Support & Upgrade package renewal will add 1-2 incidents to your account free of cost which you can use at your will.

However, telephone support will be launched gradually once the entire training process is over, at first the timings will be fixed but later on we do plan to provide 24x7 Telephone Support.

This should greatly improve upon things and help the developers concentrate on *just the development*.

The current response times should also be back to 12-18 hours now that everything in regards to new office is nicely settling down.

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PRODUCT UPDATES
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KayakoMobile is almost ready for beta testing and there have been a host of improvements to our addon products. I believe Ryan has already posted some screenshots in this regard, We plan to open up beta testing of KayakoMobile right when v3.1 Unstable is released. Unfortunately, We will not commit to any dates but I would like to mention that this is not far away.

A Bug Fix build is due out soon that should resolve the major issues that our clients have been reporting. However, This build will not contain any major feature requests because we are trying to push out everything to v3.1 release.

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RESELLER PROGRAM
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We will also be announcing a Certified Reseller Program within couple of weeks, The application process for this will be started a week or so earlier than the launch of the program.

As always, In case of any questions or queries you can shoot me an email directly to varun AT kayako.com

Regards,

Varun Shoor