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. Read on for more information on how to connect with our team or stay up to date on system status.

View Our Support Policy

Contact Support

If you can’t find a solution to your problem in our Knowledgebase, 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 Sevices
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
Priority callback
Response time per incident
Support level initial contact
Escalation to management
Basic Support
within business hours
within business hours
1st level support
Premium Support
24 x 5 x 365
within 2 hours
within 4 hours - (1 hour for Severity 1)
2nd level support
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

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
Severity 1
Severity 2
Severity 3
Severity 4
Type of Issue
Critical / System Down
Significant Impact
Normal Impact
Low / Informational
Initial Support Response
1 hr
4 hrs**
8 hrs**
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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View Cloud Status