KACE Product Support

We have had 3 or 4 that were bug related.  One for the k2000 update and the other 3 related to k1000 5.4  update.  If you are having so many I would discuss when the Dell/Kace reps make the next visit.

I think I'm up to 8+. I was the one tasked with finding a product that does all the things that our K1 does. I did the eval for my company, and at first glance it did everything we wanted it to do. It was only after the eval that my management team got into the specifics and granular controls that we started finding problems. Having our Kbox for over a year we've learned how to leverage it effectively and I still think that it is by far the best product for the money.

I've got four. We've had our K1/K2 for a year now. My co-worker has around 10.

That does sound like a lot to me, what are you having issues with? Are they tickets about the system not working? Or is it related to not knowing how to do certain things. I've had to get help for patching when I first got into it, and reporting when I first got into it. But it's pretty rare that I need to send one in.

That being said our admin who set everything up left, so he may have had a lot of tickets, I don't know.

If you're having consistent problems, we had a guy from KACE come out to do a system check/follow up/additional training. Which was very helpful. You might look into that with all the problems it sound's like you're having.

While I don't anticipate not ever having problems with any solution, in the last 5 years we have only opened 31 tickets.

I have two open.  I've opened about 6 myself in the last 2 months, but most were pretty simple fixes.

I've got 34 Tickets and we have had our k1000 for a year.

We've had the K1000 and K2000 for almost 2 years.  I have only entered two tickets, both were fatal errors that caused the web ui to be unresponsive.  Both were handled fairly quickly.

That is an insane amount of tickets. We've had 4 in the last 1.5 years. What are the main issues?

I would be especially interested.  Can you provide a ticket number so I can look up your company as I am a Dell KACE Technical Supoort technician.  The ticket count sounds high.

Mary

Well, for me for around 1 year past we made 37 tickets so far. Only 2 remains opened right now.

Thanks to everyone for your comments.

To those who are wondering what types of issues I have submitted...

• Typically we end up sending in tickets after a major version upgrade when we find new bugs or things that have changed that are not mentioned in the release notes.  
• We also have quite a few related to patching.  
• A number of the ones in the past (a couple years ago) have been filed by KACE as feature requests, which are now being handled by the new uservoice forum.

I haven't been submitting as many issues myself lately since my role here has changed and I don't do as much day-to-day PC/Server maintenance.  I don't have any tickets open with KACE myself right now.  The help desk guy here might have one open at the moment, but I'm not sure.

-djz-