Perplex!

[TomMoore]

We are just about to make our decision for Kayako after having struggled a few weeks with the ideosyncrasies of a well known competing product.

What puzzles us quite a bit is the following:
The SupportSuite ist one of the most intuitive web based applications we ever got our hands on. Cleanly designed, no confusing concepts, a superb interface, without doubt crafted by someone who knows what supporters need. Best package we have seen so far.
However, besides a neat product one must not forget that customer support is a mission critical task and that in no way can any downtime be allowed to be longer than absolute neccessary. Of course, this needs to be paid for. SLAs are one way to handle this.
It seems that a Neutron bomb (or the WorldCup) has removed any living human being behind this product and company. By scanning through the forum messages we can see that there is something mysterious, something that cannot be explained: not even pre-sales support is offered, not speaking about support when it is needed. Why should a company that creates maybe the best support system in the world not be interested in supplying the best support ever offering different SLA?

If Kayako itself cannot offer the neccessary support (but why? people would pay for it!) are there companies that package this product with a support plan (like is done for Request Tracker) so this can be used in real life situations?

Any hint is very appreciated.
Thanks a lot in advance
- Thomas

[kieronjames]

It's terrifying Tom.

Anybody who's looking to purchase an excellent product - BE WARNED. The people on this forum are not exaggerating. The support is non-existent.

Quite simply it seems they've taken my money and run.

[MarkAndersonUK]

I was once a very happy kayako customer, but I have to admit myself that since v3 the support has gone downhill... Even when you get a reply, it will often be to submit a bug report or request (even though you might have done this many times before)...

[Digital Mayhem]

hmmm I've never had any problem with Kayako Support or Pre-Sales...

[Ryan Lederman]

Hi,

Nobody has taken any money and run. Kayako is a MINISCULE company with an overwhelming amount of work to do.

We are under extreme pressure to expand and grow, which is what we have spent our recent energy and time doing. Our office is now complete and the hiring has begun.

Soon enough, Kayako will be able to handle the volume of support requests from its many customers.

Please remain patient. It is difficult for everyone.

Regards,

[BigDawgRob]

I'm a new customer based in the UK. In fairness my order was processed quickly and I've always recieved a prompt response to support tickets.