Supporting Your Kaseya Investment With Direct to Tech™ Expert Support
Kaseya is proud of our commitment to Direct to Tech™ .
Our Direct to Tech™ support model delivers the quick and efficient subject matter expertise to solve your issues while minimizing risk.
This support serves as the backbone of our services, providing you with a range of benefits. These include access to our global support organization, which offers round-the-clock technical assistance, competitive response times, and a wealth of self-help resources.
SUPPORT SERVICES
Tailored Support for Your Needs
Standard Support
When you purchase our product licenses, you also gain access to our comprehensive support portfolio. Should you experience technical issues, our Direct to Tech™ model is designed to connect you directly to an experienced Technical Support Engineer.
- Extensive Knowledge Base
- In-App Learning
- Kaseya Community
- Kaseya Support Portal
- Direct to Tech™ Live Web Chat
- Direct to Tech™ Phone Support
Premium Support FastPass
Trust and Reliability in the hands of Kaseya Product & Engineering Professionals.
- Direct L2 access: Exclusive, real-time access to our highly trained Level 2 Engineers through a dedicated line for all your requests and chat needs.
- 24/7 availability: Receive 24/7 Service Support for cases of Severity 1 priority.
- Priority support response times: Premium Support ensures ALL your requests get prioritized attention and prompt resolve. We don’t stop working until your case is satisfactorily closed.
- First response SLO target:
− Severity 1 <30 mins
− Severity 2 <30 mins
For detailed information about our support coverage, business hours, and specific product support, please visit our Help Center.
Visit Help CenterKaseya’s Service Level Objectives
| Severity | Description | 1st Response | Continuous Updates |
|---|---|---|---|
| Sev1 | Complete outage of service, operation or feature | 1 hour | Every 4 hours |
| Sev2 | Significant degradation of services, operation, or feature | 4 hours | Every 24 hours |
| Sev3 | Usual workflows are disrupted with secondary functionality being degraded in performance | 8 hours | Every 48 hours* |
| Sev4 | A recordable problem but little or no obvious impact on the daily operation of the business | 24 hours | Every 72 hours* |
*Unless otherwise agreed with Partner
CONTACT US
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