How to Contact the Help Desk
When you contact Kaseya Help Desk, you can expect a professional and efficient support experience:
- Greeting and identification verification
- Issue description and priority assessment
- Troubleshooting and resolution attempts
- Escalation to L2 if necessary
- Ticket creation and follow-up information
- Resolution confirmation and satisfaction check
Ticket Priority Matrix
Understanding ticket priorities helps set expectations for response and resolution times.
Table: Ticket Priority Matrix
| Priority | Description | Examples |
|---|---|---|
| P1 - Critical | System-wide outage or critical business impact |
|
| P2 - High | Significant impact on business operations | - Email server down<br>- Core application not functioning |
| P3 - Medium | Limited impact on business operations |
|
| P4 - Low | Minimal impact, general inquiries |
|