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brauner

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Hello,

What happen to support?

My clients pays for subscription and should get support.

Since Kerio has been acquired by GFI, there is no support.

There was a form to fill, I did that and never got any response.

Am I the only one?

-Roei
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bm

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No, you are not. I will ask again our dealer in .cz for maintenance refund, because GFI services does not works and makes no sense for us. We still use 8 months old firewall version (?!) because newest one has a bugs and there are no updates, no patches, no support. Nothing. After latest GFI webinar (no road map, just a bunch of marketing crap) i have no trust in these products.

[Updated on: Mon, 26 June 2017 10:06]

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brauner

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Funny things happen to Kerio,

I just got a reminder email to renew a license, that I already renew a week ago...
I got a warning that:

"If you do not renew today you may experience disruption to many of your email services including remote access to your emails with ActiveSync and your Antivirus protection"

-Roei
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brauner

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and even more funny - I just got another reminder to renew a subscription, I already renew
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macinteract

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Not much consolation but you are not alone - we are a KERIO partner (we will see how much longer) and since the GFI acquisition we have not been able to get any meaningful support from GFI / KERIO.

I am surprised that this forum is still open.

We would really appreciate if someone from KERIO CZ would get in touch regarding our ticket GFI-170712-496164 urgently, as we think we might have a bigger corruption at our hands.
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Kedar

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macinteract wrote on Fri, 04 August 2017 11:11

We would really appreciate if someone from KERIO CZ would get in touch regarding


AFAIK, there are no developers in Kerio CZ now, I'm sorry. Contact GFI/Kerio support.
https://www.lupa.cz/clanky/odchody-lidi-a-smirovaci-software -ceske-kerio-je-po-akvizici-od-gfi-v-rozkladu/

Google Translator:
https://translate.google.com/#cs/en/https%3A%2F%2Fwww.lupa.c z%2Fclanky%2Fodchody-lidi-a-smirovaci-software-ceske-kerio-j e-po-akvizici-od-gfi-v-rozkladu%2F

[Updated on: Fri, 04 August 2017 12:26]

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macinteract

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@Kedar > thanks for this... i suppose things are not looking good then. surely there other resellers with the same problems? Would be great to get some public feedback down, so GFI get their act together.
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d.

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Our fairly long time Kerio Connect partner is no longer hosting Kerio mail going forward. They didn't really say why. But we can read between the lines.

So we moved to Kerio Cloud.

But our support from GFI so far has been one of the worst customer experiences we've had from any provider. No transparency of ticket status (see where a ticket is at, directly access the ticket etc., no time-lines, long gaps between responses, GFI doesn't always read the tickets completely / miss the point of messages). I can see why our reseller is moving on...

We'll probably have to move our Kerio instances onto another platform. Such a shame, since Kerio was onto such a good thing (apparently until GFI took over). Crying or Very Sad

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SebStar

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May this helps a bit.

The recording of the live roadmap session can be found here:
https://attendee.gotowebinar.com/recording/32349922916354119 70

I think it is a bit to early to make a final judgement about Kerio under GFI.
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d.

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Hmmm. Interesting webinar.

It is very much sales-based. Heather Paunet talks about core functionality, new features, reducing bugs / product backlogs.

Heather talks about GFI's aims to increase customers using it's products, wanting to acquire more products, acquisitions, buy one product and get another free etc.

The webinar does mention feedback channels and forums. It talks to using the forums for enhancements.

But what about actual technical support! Around the 43-44 minute mark Heather says (paraphrasing) 'if you don't get a response, post it on the forum'. That's not true customer support (that's customers supporting each other).

The question comes up again a few minutes later (obviously someone was paying attention during the webinar and saw this flaw)... At the 50 minute mark - escalating an issue (e.g. business critical). The solution given was 'Open a ticket. And if you're not getting the support your need, then go to the forums, and see if someone can help you there quickly.'

Business critical? Go to the Forums? For a paid product? That's NOT support.

Thanks for the webinar link. It confirmed my suspicions... no inclusion in the road-map for customer service or for real user support.

D.

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