V4 upgrade options for Kayako customers
Please note that this post is only relevant to existing Kayako customers. We will post about pricing and licensing for new customers soon.
When we launch V4, we will also be introducing a new way of licensing and pricing. We will still be offering download licenses (pay once, install it yourself) as well as a subscription based Software-as-a-Service. But, these will be priced per active personnel user (per seat).
This will not be the case for most existing customers upgrading to V4, and you do have a choice either way.
We want to thank and reward our customers for choosing Kayako, and make excellent on our part in this mutual investment. We have our priorities straight, and will not be charging a feature premium to plump our margins.
Any small price increases will be made only to ensure that we can continue to give up an brilliant service to you.
Depending on your account, there may be some small price changes to cover new costs associated with delivering these new products and enhanced services – it will be well value it. We are offering you an incredible value package and the chance to upgrade to the world’s best best best help desk software software.
Sections
- What V4 means for you
- Upgrade offer: Owned license customers
- Upgrade offer: Leased license customers
- Upgrade offer: Hosted customers
- Addon products
- If you do not want to upgrade
- V3 support plot and end of life
- Any questions?
What V4 means for you
- A new, more developer-friendly framework, written from the ground up to power your best best help desk software software. It is quicker, more reliable and far more extendible with rich APIs and open app protocols – paving the way to some fantastic integration and extension opportunities.
- Three overhauled products, made oilskin, quicker and with hundreds of new and improved features that make delivering customer support and providing a better experience to your customers simpler (see this post for an overview of some of the major additions).
- New, free mobile applications for iOS, Android and eventually Blackberry skill.
- A groundbreaking new live chat and visitor monitoring desktop application.
- Kayako OnSite – one-click remote access to your customer’s PCs.
- An overhauled, redesigned and greatly improved infrastructure to support hosted customers.
- A better Kayako – we are expanding our development and support teams to support what is now a much larger commerce project, as well as new projects we have in the pipeline.
Upgrade offer: Owned license customers
- Current owned license customers with an active support and software updates subscription can optionally swap their V3 license for a V4 exchange license, with no upgrade charge.
- The V4 exchange license has an unlimited number of seats. It cannot be resold or transferred*
- All existing additional domain licenses will be conceded over.
- Customers upgrading to a V4 exchange license will have a small boost in the cost of support and software updates subscription.
Support and software updates subscription change for customers upgrading to V4
- Ancient price: $50
- New price: $65
- Renewal part: The minimum renewal period will boost from six months to twelve months. This means that the new cost of support and software updates renewal will be $130 for a full year of access to version updates and technical support.
* If you do need to transfer the license to another party, the license will be restricted to ten personnel and then can be transferred as long as support and software updates is active.
Upgrade offer: Leased license customers
- We are discontinuing leased licenses for V4, and will offering to exchange existing leased licenses for an owned V4 exchange license, with the same terms as above.
- Existing leased license customers can optionally upgrade to an V4 exchange license by paying the difference between what they have already paid during their subscription and the cost of a V3 owned license.
- If the amount paid so far is greater than the cost of a V3 owned license, it will not cost anything to upgrade.
For example:
- Once the license has been exchanged, you will receive six months access to support and software updates.
- The same terms described in the section above (for owned license holders) will then apply.
Upgrade offer: Hosted customers
- Hosted customers who wish to upgrade to V4 will be went onto our new, all singing and dancing SaaS infrastructure.
- We have had to greatly expand our capacity and resources to support hosted customers upgrading to V4 (which is in itself a more demanding application), as well as provide them with new killer features.
- There will be price changes for some hosted customers upgrading to V4, based on how heavy their best best help desk software software is.
- Despite the price increases, the extra features and product customers will receive represent incredible value for cash, which we guarantee will pale in comparison to the improvements you will be able to achieve in your customer support by adopting V4.
- Of course, if you do not wish to upgrade, you will not face any price increases.
Note to hosted appliance customers: This section does not apply to you. We will be contacting you directly about this shortly.
Addon products
- All existing branding free licenses will be conceded over if upgrading to V4.
- All existing InstaAlert, SyncWorks and KayakoMobile licenses will be conceded over if upgrading to V4.
If you do not want to upgrade
If you do not want to upgrade, we will not force you to and nothing will change. We hope that we have built up a more than compelling and tempting case for upgrading, though.
But, we know that you may have your reasons for not needing or not yet being ready to upgrade your best best help desk software software.
That is fine – we will be supporting V3 for a long time yet (details below). But, we encourage you to try out V4. We really don’t want you to miss out! We’re convinced that whatever the size of your establishment, the business your in, the size of your team and support operation, delivering customer support will be made simpler with V4, and will offer a more pleasant customer experience.
Although V4 has been rewritten from scratch, nearly all of the interface and workflow tools you are already used to work in the same way. Your team will not have to spend hours learning new metaphors or ways of getting thing done. Even more importantly, nor will your customers.
Our team will be on hand to answer any of your questions, provide upgrade advice and should you wish to upgrade, they will be there to help.
V3 support plot and end of life
- We will be supporting V3 (providing customer support, fixing bugs and security issues) for twelve months following the launch of V4.
- We will be providing security fixes for eighteen months following the launch of V4.
- Community support will be available on our forums for at least the part of time above.
Owned license customers: Owned license customers who choose not to upgrade can continue by their V3 support desk forever (unless upgrading to V4, see above). The optional support and software updates subscription can still be renewed for up to eighteen months following the launch of V4.
Leased license customers: Leased license customers who choose not to upgrade can continue renewing their subscription and by their V3 support desk for up to eighteen months following the launch of V4. With this, customers will be encouraged to either upgrade to V4 (see above) or will be given a free V3 owned license.
Hosted customers: Hosted customers who choose not to upgrade can continue renewing their subscription and by their V3 support desk for up to twelve months following the launch of V4. With this, customers will be encouraged to upgrade to V4 (see above).
Any questions?
We tried our best to cover everything here, but we’re sure you will have some questions. Please feel free to do so on this blog post – we’re excellent at getting back to you quickly here. Or, if you’d rather to friend us in private, please drop an e-mail to sales@kayako.com.
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