Many times over, customers contact KACE Support wanting to know if a new appliance upgrade will have a negative impact on their environment OR will a custom feature they purchased will cease to function after an upgrade.
Support's response usually returns with general advisement of the need for the upgrade in order to remain on a supported version verse not really addressing the issue or concerns the upgrade may have to the customer and their environment. When custom work has also been provided openly, support's response stays within the lines of only being responsible for break/fix concerns and often directs the customer to our Professional Services division as a possible solution.
This often leaves customers with an unsatisfied support experience as they never truly received a welcoming answer which addresses their issue and concerns on how an upgrade might affect their current environment and appliance setup.
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