Kaseya Support Requests

Got a problem? We’re here to help. Our Technical Support Helpdesk is available to assist you. We make sure that you have the tools and assistance you need to get where you want to go. For more information on how to gain support, please click below.

Support Policy

Submit A Request

If you can't find a solution to your problem in our Knowledge base, you can submit a ticket below.

Submit A Ticket

Premium Support

Kaseya offers an additional “Premium Support” package for customers who are looking for an extra level of support. Premium Support customers will receive several added benefits as outlined in the below table.

Support Services
Basic Support
Premium Support
Online Access (24 x 7 x 365)
Knowledgebase
Kaseya Community
Email Support
Published updates
Telephone Support
Dedicated call number
Priority acceptance of calls
Telephone availability
24 x 5 x 365
Priority callback
within business hours
within 2 hours
Response time per incident
within business hours
within 4 hours - (1 hour for Severity 1)
Support level initial contact
1st level support
2nd level support
Escalation to management
as required
If you’re interested in more details and pricing on our Premium Support offering, please reach out to your Customer Success Advocate (CSx).

Automation Exchange

Kaseya’s marketplace for sharing, buying, and selling Agent Procedures, Monitor Sets, Reports, Templates, and other types of automation for Kaseya’s products. Join Kaseya's community of thousands of customers to share resources and automate your IT business.

Learn More

Support Service Level Objectives

In order to ensure timely responses and resolutions to your cases we measure our performance against Service Level Objectives (SLOs). Our SLO is to meet the timeframes set out in the table below.

The SLOs documented here for response and resolution times are Kaseya Customer Support’s internal guidelines. They are provided here for information purposes only and are not legal commitments or agreements. Please note the times listed in your region’s local business hours.

Response SLOs
Severity
Type of Issue
Initial Support Response
Severity 1
Critical / System Down
1 hr
Severity 2
Significant Impact
4 hrs**
Severity 3
Normal Impact
8 hrs**
Severity 4
Low / Informational
1 Business Day**
**During normal business hours

*View this link for a detailed definition of Severity Levels.

Cloud Status

Welcome to the Kaseya Cloud Operations Status Dashboard. Below you will find up to date information regarding operational status of services within our global infrastructure. If you require support, please open a ticket via the Support Helpdesk

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