Better Phone support
Kace has some of the best support staff ever, it’s just hard to make contact with them. I have needed them twice since the 5.5 upgrade and getting hold of them with limited hours and no weekend support has been difficult, communicating through their ticketing system is just painful. As a hospital that depends heavily on our Kace appliances we need the assurance that we can reach out when needed for support.
Jim Veigl commented
Your right. When KACE went to the ticket system, I am now finding myself just putting up with issues just so I don't have to deal with their new support system. Since this is an IT product, not an end user prosumer product, I would think it would be ideal to have immediate support since this appliance has the ability to shut the network down and we need to be able to call for support to get our network back up and running. When I call, that is the time I have to talk to a support agent about the issue, in two days I might be in another state dealing with a completely different issue. As a multi-hat wearing Analyst, I cannot support a product that doesn't support me.