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If you have a problem with Kerio Connect that needs help from our team, please read below.

First, please check our Knowledge Base, here: The Knowledge Base has solutions to many common problems as well as a section-by-section overview of each feature in Kerio Connect

Second, if you have purchased your Software Maintenance for Kerio Connect through one of our resellers, please contact them! In many cases, they are able to provide faster service then we are able. You may also look for a reseller in your area by looking at this page:

If you wish to contact us directly, we require that you use the "Submit A Ticket" link at to contact us. The information you provide helps us to solve the problem in a speedy way.

Please allow us 24 to 48 hours to get back to you. If you haven't heard from us in over 48 hours, and you feel your ticket is being overlooked or mishandled, please mention it the forums here, and include the ticket number.

If you have an urgent issue - Such as your Firewall is crashing, data is lost, etc please call us, you can find the contact information for your local office here:

Please read for more information.

The primary language of Kerio Technical Support is English. As a courtesy to customers, Kerio provides Technical Support in select local languages, including:

•Spanish (Pacific time zone only)

Every effort is taken to provide direct support in those languages where applicable, but there may be times when English is a required language, especially when connecting to our global support phone queue. Local support is subject to availability.

When calling, please have your license number ready, if you are a licensed user. If you have a ticket with us, please also have the ticket number ready. All of this will allow us to get your problem fixed as fast as we can. =)

If you have a feature request:

Go to your Web Administration Console, and on the console screen, you will see a "Suggest idea..." button. Click on this to access our User Voice service, which will allow you to suggest ideas, or vote on ideas that other users of the service have already suggested.

Feature requests should not be posted in the forums here. You'll duplicate what others have already asked for, clogging up the other topics. We also won't track be able to track them in our database.

Thank you!

[Updated on: Thu, 04 April 2013 13:17] by Moderator

Joshua Thomas
Technical Support Manager
2350 Mission College Blvd, Suite 400
Santa Clara, CA 95054
Phone: (408) 496-4500
Fax: (408) 496-6902


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Just to say that I have nothing but praise for UK support. They have always helped me when I've needed it and gone out of their way to see my problem through to its conclusion.

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phil_w wrote on Wed, 18 May 2005 02:37

Just to say that I have nothing but praise for UK support. They have always helped me when I've needed it and gone out of their way to see my problem through to its conclusion.

Same for me with US support (I'm in Canada, btw). I have dealt with Brain Carmichael & Jeff Wadlow on a number of occasions and have always received timely support.

We have only recently switched to KMS 6 from 5.7.10 around the middle of April. During my testing & staff training, we were running 6.0.8 and the day before we went live I upgraded to 6.0.9 and discovered the IE caching bug. We also didn't discover the calendar bug until after we went live, but I have informed staff to not use the "all day event" (just start the event at 12:30am instead of midnight). Anyhow, most of our problems are very minor compared to some of the issues others have faced.

I realize that much of the major concern is with KOC and offline caching (two things that we do not use at the moment, so I do not feel the same frustration as others). However, in my dealings with Kerio US have always been positive --- even with the 3-hour time difference!

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Kerio discussion forums are intended for open communication between forum members and may contain information and material posted by members which may be useful in learning about Kerio products. The discussion forums are not intended to provide technical support for any specific product. Any information implied or expressed in the discussion forums is that of the posting member. Kerio is in no way responsible for the information posted in the forums, or its accuracy. Kerio employees may participate in the discussions, but their postings do not represent an offical position of the company on any issues raised or discussed. Kerio reserves the right to monitor and maintain the forums to promote free and accurate exchange of information.

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