Kayako's three main support solutions are:

• SupportSuite™ - LiveResponse and eSupport combined into one multi-stream support solution.


• eSupport™ - support solution with a ticketed support module.


• LiveResponse™ - support solution with a live chat module, supported by a desktop application for staff users.

All three solutions come with knowledgebase, troubleshooter, teamwork, downloads and news modules. The only differences between each are the ticketed support (available in eSupport and SupportSuite) and live chat (available in LiveResponse and SupportSuite) modules.

There are four license options for you to choose from when purchasing SupportSuite, eSupport or LiveResponse. Licenses are on a per-installation basis - you are granted one installation for each license purchased. Additional licenses are available at a reduced cost, provided they are used by the same license holder (person, company or otherwise).

For yearly and monthly leased licenses, support and upgrades are available for as long as you hold the license for. For an owned license (a lifetime license), you will receive support and upgrades for 6 months. After this period (if you wish to continue receiving support and have access to new versions of the software) you will need to purchase another 6 months of support and upgrades. There is no obligation to renew and you will still be able to download the last version available to you.

A number of addons and application are also available for the software solutions listed above. Each purchased addon is licensed on a per-user basis, and is restricted to one machine.

• LiveResponse Client Application SIP Addon - an additional module for the LiveResponse Client Application enabling connection to a VoIP server, staff-to-staff calling and outbound calling.


• InstaAlert Pro - a system-tray alerter for Microsoft Windows, alerting a staff user to new tickets and ticket replies. Available as a free version and Pro version.


• SyncWorks - Microsoft Office Outlook addon that synchronizes contacts, events (calendar) and task list with a staff user's account.


• KayakoMobile - application for Microsoft Windows Mobile that allows for synchronization of tickets enabling offline ticket management.


• SMS Gateway - the gateway plugs into your SupportSuite or eSupport installation and allows individual and/or all staff users to be alerted (via SMS, using prepaid credits) to a range of specified events.


• Branding-free - a branding-free license addition allows you to remove the Kayako link and copyright notice from the footer of your SupportSuite, eSupport or LiveResponse installation.

• Installation - an installation service is available. This comes free of charge for Monthly Hosted customers.


• Upgrade - a product upgrade service is available. Your product installation can be upgraded to the latest version.

Support is available during your active support and upgrades period. Support technicians, developers and the in-house Unix specialist team are all at hand to aid customers with support, installation and system issues. Support is available in four streams:

1. Knowledgebase - the knowledgebase contains many articles that answer and resolve commonly occurring questions and issues.


2. Kayako Support - the most effective method of support. Support tickets can be raised only from within your member's area, by clicking on the Get Support tab.


3. Live chat - live chat can be accessed from the support desk.


4. Community forums - the community forums are not a guaranteed support medium. However, the community is very active and an essential supplement to your support package where you can discuss feature requests, upcoming products and download and share modifications and addons.

The Support and Sales departments are open (GMT: 0530 - 2330) (EST: 1030 - 0430) (IST: 1000 - 0500) on weekdays.