Problem with the license url and no answer from support

[tropicalserver]

We have purchased recently a leased license of Kayako. When I have installed it, the system show me a error with the url of license. I think there is a problem with the http prefix.

I have opened a ticket from my member account and I have not a answer from support. Only I want to tell them that we can't not wait much time to fix the problem because we have stopped our new plan support migration for this weekend.

More than 12 hour and we have no answers. The sales system answered me before purchase in 3 minutes. I think that we have started badly our relationship like client.

Regards

[craigbrass]

Well if it was only submitted 12 hours ago, it won't get answered until Monday now. Kayako don't work weekends.

[tropicalserver]

Originally Posted by craigbrass

Well if it was only submitted 12 hours ago, it won't get answered until Monday now. Kayako don't work weekends.

Ok, then, for answer a urgent support ticket they take about 60 hours...what happen if I will have a serious problem from the support center? If the script is the most used for the hosting firms for offer support to theirs clients I don't think they must have this support.

The sales department works in weekends?

[craigbrass]

Nobody works weekends. I think there may be one of Kayako's team who occasionally activates orders over the weekend if he is free but only if he can (from what Jamie posted in another topic...).

A licence url change can actually be done via live chat during Kayako's working hours and takes minutes. I suggest you go into a chat session with support first thing Monday morning to get it changed.

[Jamie Edwards]

Hi tropicalserver,

Neither support or sales are available over the weekend. However, this is something we are actively changing and will eventually be introducing weekend support, as we understand that in these times all-week support availability is needed.

Our technicians are available during the weekends to support and handle any emergencies regarding our hosted services, however.

Please can you e-mail raghav.arora--kayako.com with your request, and he may be able to handle it sooner.

[tropicalserver]

Thanks, email sent....

[tropicalserver]

waiting answer or new key....

[Jamie Edwards]

Hi tropicalserver,

As I said in my previous post, our sales and support offices are closed during the weekend. However, Raghav (whom you have e-mailed) may be able to make the change for you sooner. You will hear back from him if this is the case.

[tropicalserver]

Originally Posted by Jamie Edwards

Hi tropicalserver,
our sales and support offices are closed during the weekend. However, Raghav (whom you have e-mailed) may be able to make the change for you sooner. You will hear back from him if this is the case.

Waiting for the sun.......Please Jamie, or anybody from support staff could you answer this questions? Thanks.

How a support development business have this poor customer support?
This is incredible! How a firm like you who has made a excellent support software has this support?

We have three men waiting your fix, are we going to wait much time you will fix this problem?

When can I tell my customers we can do it and when can I say to my empleers start to works with your software?

This situation is unfortunate!

[tropicalserver]

ZzzZzzZzZ!

I want to know because in you presales title "faq's" you don't have a post or sticky saying this!!!!!!!!!!!

Thanks. Your great support cost us much $...

Regards (I hope the support team answer me next monday!)

[tropicalserver]

Thx, I get it.....