Hosted solution reliability - what should I expect? So far - not good.

EugeneFXI

Hi there,

I am a new Kayako customer, having subscribed for hosted LiveResponse for my educational company two days ago.

However, I have yet to get to use my Kayako LiveResponse subscription because of a cryptic "Hosted Setup Failed. Please open a support ticket by contacting support" error in the member portal. This is the first time I've had a fatal error before even starting to use an online service.

A ticket I did open (TEF-909553), but it has not yet been resolved, nor have I received any sort of feedback regarding the status of the issue or the cause of the problem. Nothing on the forums discusses this issue. Google tells me nothing, and live chat help people simply tell me someone is working on the issue.

I am feeling awfully conflicted - on the one hand, I liked the way the free trial performed and I liked the functionality offered by Kayako. If I was already up and running, and there was some bug that needed resolving, I could certainly see myself having patience to see it through. But on a new account, with no prior reputation or commitment in the eyes of me, the client? This doesn't bode well for future cooperation between my company and Kayako.

One normally expects that when they go for a hosted solution, they get up and running on the same day, and the worst that can happen is an outage or slowdowns. Certainly not anything like this. What's going on, Kayako?

Its now the end of the Day 3 and we are still without access to our hosted services. Before asking for a refund and parting ways, I would like to try to get some idea of whether I'm the only one with this problem, or if its some major ongoing issue with all new hosted accounts, and whether there is any hope of this getting fixed in before tomorrow is up.

What sort of reliability are existing hosted clients typically seeing?

Thank you.

**Jamie Edwards** · 14-06-2007, 11:53 PM

Hello Eugene,

Sorry to hear you are having problems. I will take a look at your ticket and investigate why it has not been resolved.

Thanks,

**Jamie Edwards** · 15-06-2007, 12:03 AM

Hi Eugene,

For some (as of yet) undetermined reason, the automated setup failed. This has been noted and a note attached to your ticket regarding this, but unfortunately whoever first received the ticket must have forgotten to make a reply too.

The issue is being looked into, and I have promoted the person handling it to update you and resolve the issue. The office will reopen again in around 4 - 5 hours.

I am sorry for the delay. If you have any further issues, do reply again or feel free to e-mail me.

Thanks,

EugeneFXI · 15-06-2007, 01:06 AM

Jamie, I appreciate you stepping up to the plate and getting things moving. I hope things gets fixed soon.

chenkotecha · 16-06-2007, 05:31 PM

hi
having the same problem
http://scancom.helpserve.com/
chen

EugeneFXI · 16-06-2007, 07:37 PM

Alright, looks like I'm not the only one. Jamie, I appreciate the feedback from the devs, but the problem still hasn't been resolved. And its already Day 5.

Now, I may be just an unwashed, slack-jawed end-user, but from my limited view of the situation, wouldn't it make more sense to abort the automated process and let the system have another go at it, thus giving us, the eager newly subscribed users, a chance to actually use the system while you work out the problems on your end, without tying us up with the wait? (unless of course EVERY SINGLE hosted user who signs up now gets the same problem! - in which case.. my condolences)

Please let me know if that makes sense to you, Jamie.

**Jamie Edwards** · 16-06-2007, 10:33 PM

Hi Eugene,

99.9% of the time the automated process works properly. The user chenkotecha's desk is actually working properly, but he seems to be being redirected to an odd link (try http://scancom.helpserve.com/).

I sent an e-mail to your address regarding this - did you receive it?

Thanks,

EugeneFXI · 16-06-2007, 10:56 PM

Jamie, thank you. Yes, I did receive your email. Again, the response is much appreciated, and it is nice of you to offer to adjust the billing cycle.

However, that doesn't actually get me online until its actually fixed

The solution I proposed in my previous post can be summarized like this:

- Delete the installation
- Restart the installation again

If the installer works 99% of the time, then it was just a fluke, and you don't really need to "fix" much - just try again.

I don't know if you need Vurun to accomplish this. If you do, then please disregard this. Otherwise, I don't think its necessary to wait for help from above when one can just start over and see if it works the second time around.

You can probably tell we are quite desperate to get online with this. I would welcome any solution that gets us up faster.

**Jamie Edwards** · 01:57 PM

Hi Eugene,

I am afraid we do Varun to accomplish this - he is the only one who can manually delete a (failed or not) installation of a hosted support desk. After this staff can then either repeat the installation or do it manually.

I am afraid the office is closed during the weekend. Once again I apologise for the delays - cover for events such as this over the weekend is something we lack at the moment but are in the process of introducing following feedback from hosted customers.

**Jamie Edwards** · 17-06-2007, 01:57 PM

Amended post - "do not" > "do"

**Jamie Edwards** · 18-06-2007, 12:12 PM

Hi Eugene,

I have e-mailed you regarding this.

EugeneFXI · 20-06-2007, 04:57 PM

My how time flies. June 20th, and its still not working.

The last update in the ticket was on the 14th, telling me the hosting department is having a look.

The last update from you personally was on the 18th telling me it should be fixed on that day.

Our current live help system is having serious problems and we need a quality replacement yesterday.

Please tell me how close you are to a solution.

supportskins · 20-06-2007, 05:24 PM

Send an email directly to Varun at varun.shoor AT kayako [dot] com. He will help you fix the issue

**Jamie Edwards** · 20-06-2007, 06:00 PM

Quote:

Originally Posted by EugeneFXI

My how time flies. June 20th, and its still not working.

The last update in the ticket was on the 14th, telling me the hosting department is having a look.
Please tell me how close you are to a solution.

Hi Eugene,

Did you e-mail Raghav as requested in my e-mail?

Quote:

Originally Posted by supportskins

Send an email directly to Varun at varun.shoor AT kayako [dot] com. He will help you fix the issue

Please do not do this, as it will not speed anything up and will confuse things further.

EugeneFXI · 21-06-2007, 12:37 AM

Jamie, I have not emailed Varun, but I did email Raghav as you instructed.

The email to Raghav went out on 6/18 at 8:35am EDT.

Haven't heard back yet.

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EugeneFXI Offline New Member Posts: 13 Join Date: Jun 2007	15-06-2007, 01:06 AM Jamie, I appreciate you stepping up to the plate and getting things moving. I hope things gets fixed soon.

chenkotecha Offline New Member Posts: 2 Join Date: Jun 2007	16-06-2007, 05:31 PM hi having the same problem http://scancom.helpserve.com/ chen

supportskins Offline Senior Member Posts: 3,670 Join Date: Aug 2006 Location: Mumbai, India	20-06-2007, 05:24 PM Send an email directly to Varun at varun.shoor AT kayako [dot] com. He will help you fix the issue Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

EugeneFXI Offline New Member Posts: 13 Join Date: Jun 2007	21-06-2007, 12:37 AM Jamie, I have not emailed Varun, but I did email Raghav as you instructed. The email to Raghav went out on 6/18 at 8:35am EDT. Haven't heard back yet.