Help Desk Operations

Service Hours

Kaseya Help Desk provides 24/7/365 support to ensure assistance is always available when you

need it.

• Business Hours: Monday to Friday, 8:00 AM to 8:00 PM (local time)
• After Hours: 24/7 coverage for critical issues

During business hours, we offer full support for all priority levels. After hours, we focus on P1 and P2 issues, with P3 and P4 issues typically addressed during the next business day.

Escalation Process

Our escalation process ensures that complex or time-sensitive issues receive appropriate attention:

1. L1 Support attempts initial resolution
2. If unresolved within SLO, issue is escalated to L2
3. L2 Support applies advanced troubleshooting
4. If needed, L2 engages with specialized teams or vendor support
5. Critical issues may be escalated to management for oversight

Customers can request escalation at any time if they feel their issue requires higher-level attention.

Quality Management

Kaseya Help Desk maintains high-quality standards through:

• Ongoing training and certification for support staff
• Regular quality assurance reviews of tickets and calls
• Customer satisfaction surveys after each interaction
• Continuous improvement based on feedback and metrics
• Monthly performance reviews and team calibrations

We track key performance indicators (KPIs) such as First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT) to ensure we're meeting and exceeding service expectations.

Table: Key Performance Indicators