Review Detail

Remote Monitoring & Management (RMM) U udayak 2358
Kaseya User for 4 Years
(Updated: July 14, 2010)
Kaseya overall has been a good product for us. It's reliability is fantastic, and it quite a feature rich platform. Especially the scripting component which we use for a variety of issues from scheduled reboots, scheduled services restarts, to
registry modifications. The remote control tools have been wonderful too. The only reason I couldn't give them 4 stars is their approach to support. Customer issues don't really seem to be a priority for them. Overall, we haven't had many issues, but when we have, we are usually forced to spend a ton of time f iguring them out on our own.
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August 31, 2011
Hi Cohen,

Sorry to hear support has not always been what you needed. I guess we have been a victim of our own success over the years and it can be hard to catch up sometimes, not that that is an excuse of course. Quite simply we want our support to be the best in the industry.
We have invested a huge amount in our support in the last 12 months, including setting up 2 new dedicated support centers one in Auckland and the other in Dublin. They are getting up to speed on what is a huge product to support and we are seeing a real impact in the responses we are getting from customers about our support, that it is much easier to get hold of us, and that the support they receive is very good (we conduct regular surveys to see how we are getting on).
If you need any further input please feel free to PM me.
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