anyone here having trouble with kayako support? I submitted a ticket with them over 24hrs ago and they have yet to respond....

anyone here having trouble with kayako support? I submitted a ticket with them over 24hrs ago and they have yet to respond....

It is the weekend you know. Do they provide 24/7 support?

Moved to Hosting Software and Controlpanel Forum.

Kayako doesn't provide support on weekends AFAIK.

Hi hartzellbrent,

Kayako do not provide sales or support on the weekends right now. However, I have replied to your ticket for you.

Jamie is always the No.1 choice when you need support from Kayako.

I have gotten the issue taken care of that we needed, thanks

Jamie (http://www.webhostingtalk.com/member.php?u=65757) to the rescue ;).

He is a gem to Kayako!

are you sure it's HE? To me, Jamie sounds like a female name. lol

Yes, it seems its only Jamie over at Kayako really trying to hold the company together.

What sort of support do you expect from a software company. Its hard to provide 24 / 7 support.

Jamie (http://www.webhostingtalk.com/member.php?u=65757) to the rescue ;).

He is a gem to Kayako!
Yeah right.
He's a P.R. guy, someone who has the responsibility to hide Kayako's failures, and has done so repeatedly. He's a "spin doctor", nothing more.


What sort of support do you expect from a software company. Its hard to provide 24 / 7 support.

Funny,
I provide it , at least an acknowledgement (manual) , and I'm just a one man show. No matter what time of day it is, what day of the week it is. Even if it's on a weekend, when I don't do anything but critical, emergency work, I tell clients that. The longest someone has to wait for a reply? 12 hours.

Kayako's got a 'team' of support pros, and have been supposedly adding more for some time. They've raised prices under this presumption, but what benefit have the clients seen from this?

Clients pay for support. This isn't a 9-5 business, this is the internet. There is no internet 'shut off' button (though god knows I wish there were at times). You simply can not fake support like this and get away with it.

Guys, I was curious to find out if Kayako had support on the weekends, I was not trying to get a "bash Kayako" thread going. Thank you for your help Jaime.

Yeah right.
He's a P.R. guy, someone who has the responsibility to hide Kayako's failures, and has done so repeatedly. He's a "spin doctor", nothing more.




Funny,
I provide it , at least an acknowledgement (manual) , and I'm just a one man show. No matter what time of day it is, what day of the week it is. Even if it's on a weekend, when I don't do anything but critical, emergency work, I tell clients that. The longest someone has to wait for a reply? 12 hours.

Kayako's got a 'team' of support pros, and have been supposedly adding more for some time. They've raised prices under this presumption, but what benefit have the clients seen from this?

Clients pay for support. This isn't a 9-5 business, this is the internet. There is no internet 'shut off' button (though god knows I wish there were at times). You simply can not fake support like this and get away with it.

Its a software company and if you provide that does not mean that everyone should. There is support but thats not available for the entire day. Why do people expect more from a software company. Its not a WebHosting company and support issues do not generate as volume in numbers.