V4 upgrade options for Kayako customers

August 5th, 2010 • Jamie Edwards • 155 Comments

We have consolidated all of the upgrade information for Kayako 3 customers on our knowledgebase.

josephswenson

Very fair. Keep up the good work.
josephswenson

Very fair. Keep up the good work.
Jason

Fair pricing … i think competition will probably disappear – who would want to pay WAY more (to competition) for WAY less ??
Thanks guys !
- http://intensedebate.com/profiles/jmedwards87 Jamie Edwards
  
  No worries, you guys deserve it
Jason

Fair pricing … i think competition will probably disappear – who would want to pay WAY more (to competition) for WAY less ??
Thanks guys !
- http://intensedebate.com/profiles/jmedwards87 Jamie Edwards
  
  No worries, you guys deserve it
Fieldid

Looks fair. As a current hosted customer, how do we inform you of our upgrade plans and is there s timeline for upgrade?
- http://intensedebate.com/profiles/jmedwards87 Jamie Edwards
  
  We'll contact you directly about that in due course. As things stand, it looks like an automatic upgrade option will be available to you, so it will be a case of push-a-button (depending on your desk configuration and size).
Fieldid

Looks fair. As a current hosted customer, how do we inform you of our upgrade plans and is there s timeline for upgrade?
- http://intensedebate.com/profiles/jmedwards87 Jamie Edwards
  
  We'll contact you directly about that in due course. As things stand, it looks like an automatic upgrade option will be available to you, so it will be a case of push-a-button (depending on your desk configuration and size).
Joost Sanders

I’m impressed!
Joost Sanders

I’m impressed!
Sergio Aguayo

Looks pretty good. However, what worries me about the upgrade process is if I can have a v4 license while I port my modifications and/or evaluate the new version? This is because I need to evaluate before deciding to upgrade (which I will probable do anyway, the only matter is the timing).
- Jamie Edwards
  
  We will be offering evaluation versions – no need to rush into an upgrade. I am afraid, though, that your modifications will need to be redone for V4 – the framework, code and interfaces are all different.
Sergio Aguayo

Looks pretty good. However, what worries me about the upgrade process is if I can have a v4 license while I port my modifications and/or evaluate the new version? This is because I need to evaluate before deciding to upgrade (which I will probable do anyway, the only matter is the timing).
- Jamie Edwards
  
  We will be offering evaluation versions – no need to rush into an upgrade. I am afraid, though, that your modifications will need to be redone for V4 – the framework, code and interfaces are all different.
http://speedysparrow.com Sean

Jamie,

Will this impact in design templates?
- Jamie Edwards
  
  It will, substantially – any design customisations will need to be done from scratch
  - http://speedysparrow.com Sean
    
    Thanks Jamie,
    
    Not looking forward to having that re-done, I have had a few debacles with getting the content correct with WHMCS to Kayako. It has been a bumpy road and what I have found is at times the template seems to scramble and you need to clear your cache for that to re-appear as normal.
    
    Not sure, it cannot be cached from previous as you cleared it, so that is a confusing one.
    
    Anyways, I cannot wait for V4 to be released, thanks for clearing that up.
http://speedysparrow.com Sean

Jamie,

Will this impact in design templates?
- Jamie Edwards
  
  It will, substantially – any design customisations will need to be done from scratch
  - http://speedysparrow.com Sean
    
    Thanks Jamie,
    
    Not looking forward to having that re-done, I have had a few debacles with getting the content correct with WHMCS to Kayako. It has been a bumpy road and what I have found is at times the template seems to scramble and you need to clear your cache for that to re-appear as normal.
    
    Not sure, it cannot be cached from previous as you cleared it, so that is a confusing one.
    
    Anyways, I cannot wait for V4 to be released, thanks for clearing that up.
Morten

Will it be possible to upgrade to the new license and keep on running on v3 (at least for a while) or is it only possible to run v4 after upgrading?
(It will take a lot of time to build the new system as wanted – so there will probably be a long "getting ready" time).
- Jamie Edwards
  
  If one of them is not used to maintain a separate desk (i.e. only one is used by your customers), yes – this is fine.
Morten

Will it be possible to upgrade to the new license and keep on running on v3 (at least for a while) or is it only possible to run v4 after upgrading?
(It will take a lot of time to build the new system as wanted – so there will probably be a long "getting ready" time).
- Jamie Edwards
  
  If one of them is not used to maintain a separate desk (i.e. only one is used by your customers), yes – this is fine.
Armin

My first major upgrade with Kayako…

Having an owned license:
Will you issue temp licenses for testing V4? If yes, for how long would they be valid?
I would like to copy over the database to a testing VM and verify that all our procedures still work, of course under a different hostname and using a different account for incoming emails
- Jamie Edwards
  
  We will. You'll be able to contact us to arrange a license for the length you need to ensure a smooth upgrade.
Armin

My first major upgrade with Kayako…

Having an owned license:
Will you issue temp licenses for testing V4? If yes, for how long would they be valid?
I would like to copy over the database to a testing VM and verify that all our procedures still work, of course under a different hostname and using a different account for incoming emails
- Jamie Edwards
  
  We will. You'll be able to contact us to arrange a license for the length you need to ensure a smooth upgrade.
Jeroen W

"•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."

My owned license support expired on the exact day that you posted this blog. What happens now? It is August 6 now and i have no active support & software subscription. Can i now still upgrade to a v4 license "with no upgrade charge". That would be fair, since the epiration and your blog post kind of crossed eachother.
- Jamie Edwards
  
  You can renew your SUS with us at the regular price at any time in the next 18 months to upgrade to V4.
  
  Good spot! I amended the blog post to reflect this.
Jeroen W

"•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."

My owned license support expired on the exact day that you posted this blog. What happens now? It is August 6 now and i have no active support & software subscription. Can i now still upgrade to a v4 license "with no upgrade charge". That would be fair, since the epiration and your blog post kind of crossed eachother.
- Jamie Edwards
  
  You can renew your SUS with us at the regular price at any time in the next 18 months to upgrade to V4.
  
  Good spot! I amended the blog post to reflect this.
http://www.softonic.com Carles Sauri

We have an Owned license without support/upgrade, because we are waiting for version 4. What we need to do to have access to the Beta version of Kayako 4 and, after, upgrade our Owned License to Kayako 4?
http://www.softonic.com Carles Sauri

We have an Owned license without support/upgrade, because we are waiting for version 4. What we need to do to have access to the Beta version of Kayako 4 and, after, upgrade our Owned License to Kayako 4?
http://twitter.com/HaykDr @HaykDr

Jammie, what if we add additional domains to current owned license after upgrade? What kind of limitations will additional domains have (staff etc.) ? Thank you for your work.
- Jamie Edwards
  
  We don't have any plans to offer additional domain licenses with V4. However, we will run a customer discount scheme, enabling you to buy a new V4 license at a discount.
  - http://www.facebook.com/jonathandbloom Jonathan David Bloom
    
    So I take it V4 no longer has support for additional domains? How will this work for those of us wanting to run 1 helpdesk backend for multiple frontends?
    - Jamie Edwards
      
      You'll be able to buy additional full licenses at a discount. A license will entitle you to run one helpdesk (plus a developer/test install).
      - http://www.facebook.com/jonathandbloom Jonathan David Bloom
        
        So what happens to our current additional domain licenses? Do we lose them?
      - Jamie Edwards
        
        Yes – all of them will carry over
      - http://www.facebook.com/jonathandbloom Jonathan David Bloom
        
        OK, so they carry over, but are unsupported? There's no plan to instead allow those to be converted into a license?
        
        Also, will each additional license require it's own support contract?
        
        Sorry for all the questions, just trying to understand.
      - Jamie Edwards
        
        Don't be sorry – I'm sorry for my short answers, trying to get round everyone.
        
        They will carry over and will be supported – they will entitle you to use you V4 helpdesk across the domains you have registered using the additional domain licenses.
        
        The only difference is you won't be able to purchase any more additional domain licenses for $199.95 – you'll instead need to buy a new V4 license, but you will receive a good customer loyalty discount on that.
        
        Perhaps we'll work something out and create an 'Old V3 customer additional license for V4' (what a mouthful!) to make this easier, but we'll see.
http://twitter.com/HaykDr @HaykDr

Jammie, what if we add additional domains to current owned license after upgrade? What kind of limitations will additional domains have (staff etc.) ? Thank you for your work.
- Jamie Edwards
  
  We don't have any plans to offer additional domain licenses with V4. However, we will run a customer discount scheme, enabling you to buy a new V4 license at a discount.
  - http://www.facebook.com/jonathandbloom Jonathan David Bloom
    
    So I take it V4 no longer has support for additional domains? How will this work for those of us wanting to run 1 helpdesk backend for multiple frontends?
    - Jamie Edwards
      
      You'll be able to buy additional full licenses at a discount. A license will entitle you to run one helpdesk (plus a developer/test install).
      - http://www.facebook.com/jonathandbloom Jonathan David Bloom
        
        So what happens to our current additional domain licenses? Do we lose them?
      - Jamie Edwards
        
        Yes – all of them will carry over
      - http://www.facebook.com/jonathandbloom Jonathan David Bloom
        
        OK, so they carry over, but are unsupported? There's no plan to instead allow those to be converted into a license?
        
        Also, will each additional license require it's own support contract?
        
        Sorry for all the questions, just trying to understand.
      - Jamie Edwards
        
        Don't be sorry – I'm sorry for my short answers, trying to get round everyone.
        
        They will carry over and will be supported – they will entitle you to use you V4 helpdesk across the domains you have registered using the additional domain licenses.
        
        The only difference is you won't be able to purchase any more additional domain licenses for $199.95 – you'll instead need to buy a new V4 license, but you will receive a good customer loyalty discount on that.
        
        Perhaps we'll work something out and create an 'Old V3 customer additional license for V4' (what a mouthful!) to make this easier, but we'll see.
PSR

I have a stupid question too.

Kayako has kindly donated us our eSupport "owned license", since we are non-profit organization. And what a difference it has made to our internal IT support!

Are we allowed to upgrade our eSupport to V4 or do we have to re-apply for a donation? Currently our license is "eSupport Owned, Date18 Feb 2010, Support Expiry 17 Aug 2010". We don't have any problems or issues with 3.x version, but since security updates (etc.) eventually will end for v3, it would be great for us to upgrade too.
- Jamie Edwards
  
  Absolutely – all NPOs and open source projects will be eligible for a free upgrade as long as their support and updates subscription is active.
  
  Not at all a stupid question, I should have said this in the post!
  - Jamie Edwards
    
    Post amended
    - PSR
      
      Thank you for your fast reply!
      
      Correct me if I'm wrong here. When V4 is released, we only have to pay "Support & Upgrades Renewal (6 Months): USD 49.95" to extend our support since our current support expires 17 Aug 2010. Then we'll receive our free V4 upgrade.
      
      I'm sorry for being this dumb, but sometimes it's little bit hard for me to understand all this "legal jargon". English is not my native language and I'm only poor, underpaid, overworked (but still proud and happy) member of our really small IT-staff.
      - Jamie Edwards
        
        No worries, I know it is a lot to digest!
        
        When V4 is released, as long as your SUS is active (and if it isn't, you can renew at the usual price), you can upgrade to V4 for free.
PSR

I have a stupid question too.

Kayako has kindly donated us our eSupport "owned license", since we are non-profit organization. And what a difference it has made to our internal IT support!

Are we allowed to upgrade our eSupport to V4 or do we have to re-apply for a donation? Currently our license is "eSupport Owned, Date18 Feb 2010, Support Expiry 17 Aug 2010". We don't have any problems or issues with 3.x version, but since security updates (etc.) eventually will end for v3, it would be great for us to upgrade too.
- Jamie Edwards
  
  Absolutely – all NPOs and open source projects will be eligible for a free upgrade as long as their support and updates subscription is active.
  
  Not at all a stupid question, I should have said this in the post!
  - Jamie Edwards
    
    Post amended
    - PSR
      
      Thank you for your fast reply!
      
      Correct me if I'm wrong here. When V4 is released, we only have to pay "Support & Upgrades Renewal (6 Months): USD 49.95" to extend our support since our current support expires 17 Aug 2010. Then we'll receive our free V4 upgrade.
      
      I'm sorry for being this dumb, but sometimes it's little bit hard for me to understand all this "legal jargon". English is not my native language and I'm only poor, underpaid, overworked (but still proud and happy) member of our really small IT-staff.
      - Jamie Edwards
        
        No worries, I know it is a lot to digest!
        
        When V4 is released, as long as your SUS is active (and if it isn't, you can renew at the usual price), you can upgrade to V4 for free.
Neven Golenic

Why on earth must wer prepay for a whole year in advance for support and updates? What if we don't want support and upgrades after 6 months? It was enough of a bother to see there is no monthly option…now you change it to yearly?!? Completely unprofessional.
- Jamie Edwards
  
  We have made the change because it allows us to (better) forward plan our capacity and expenditures when it comes to our support and development team and general support capacity. It will, in the long run, enable us to provide better services to you.
  - Ken M.
    
    As a software developer myself, you should have considered yourself lucky to have had 6 month option before. annual support renewal is typical. I expect this with every software purchase.
Neven Golenic

Why on earth must wer prepay for a whole year in advance for support and updates? What if we don't want support and upgrades after 6 months? It was enough of a bother to see there is no monthly option…now you change it to yearly?!? Completely unprofessional.
- Jamie Edwards
  
  We have made the change because it allows us to (better) forward plan our capacity and expenditures when it comes to our support and development team and general support capacity. It will, in the long run, enable us to provide better services to you.
http://kubofonista.net Kubofonista

Did you have any deadline to publish V4 version?
- Jamie Edwards
  
  It depends entirely on how the public beta goes, which will start tonight hopefully.
  - http://kubofonista.net Kubofonista
    
    Beta version's will be available to download from customer center?
    - Jamie Edwards
      
      We'll post here on the blog with instructions on how to get it.
      
      We've just announced that beta will be released tomorrow due to some extra work that needs to be done to our build system.
http://kubofonista.net Kubofonista

Did you have any deadline to publish V4 version?
- Jamie Edwards
  
  It depends entirely on how the public beta goes, which will start tonight hopefully.
  - http://kubofonista.net Kubofonista
    
    Beta version's will be available to download from customer center?
    - Jamie Edwards
      
      We'll post here on the blog with instructions on how to get it.
      
      We've just announced that beta will be released tomorrow due to some extra work that needs to be done to our build system.
http://twitter.com/TristanPerryIX @TristanPerryIX

Looks great, thanks for the information! I've had my eSupport leased license for 12+ months so am happy that this (if I understood correctly) means that I can get an owned V4 exchange license for free. Brilliant stuff!

And I know you can't give exact ETAs on V4 stable, although are you able to say *roughly* when we'll be able to upgrade our licenses? A month, 3 months, 6 months, etc? No worries if not though.

(I only ask since I was originally planning on discontinuing my eSupport license since I sold my host, although naturally I'll keep paying/keep the license active if it means a free upgrade to V4 exchange)
- Jamie Edwards
  
  Beta will be coming tomorrow and stable will follow soon after – it really depends on how long beta lasts and how it goes (in terms of feedback and bugs). It should be less than three months, I can say that (you heard it here first!)
- Jamie Edwards
  
  And yes, you've worked it out correctly; you'll be entitled to a free V4 exchange license
  - http://twitter.com/TristanPerryIX @TristanPerryIX
    
    Okay many thanks for both the replies/information! It all sounds great and V4 looks brilliant.
http://twitter.com/TristanPerryIX @TristanPerryIX

Looks great, thanks for the information! I've had my eSupport leased license for 12+ months so am happy that this (if I understood correctly) means that I can get an owned V4 exchange license for free. Brilliant stuff!

And I know you can't give exact ETAs on V4 stable, although are you able to say *roughly* when we'll be able to upgrade our licenses? A month, 3 months, 6 months, etc? No worries if not though.

(I only ask since I was originally planning on discontinuing my eSupport license since I sold my host, although naturally I'll keep paying/keep the license active if it means a free upgrade to V4 exchange)
- Jamie Edwards
  
  Beta will be coming tomorrow and stable will follow soon after – it really depends on how long beta lasts and how it goes (in terms of feedback and bugs). It should be less than three months, I can say that (you heard it here first!)
- Jamie Edwards
  
  And yes, you've worked it out correctly; you'll be entitled to a free V4 exchange license
  - http://twitter.com/TristanPerryIX @TristanPerryIX
    
    Okay many thanks for both the replies/information! It all sounds great and V4 looks brilliant.
http://twitter.com/bigrossco @bigrossco

this is a great update and very happy to read re those current customers not having to pay anymore to get v4, I love all the new stuff in v4 and just cant wait for tomorrow now to get the BETA and roll it out !

A massive well done to Kayako, v4 is goign to be great, with great features, this will set you up to stand out from the crowed as not seen any product with so much in it at such a great price
http://twitter.com/bigrossco @bigrossco

this is a great update and very happy to read re those current customers not having to pay anymore to get v4, I love all the new stuff in v4 and just cant wait for tomorrow now to get the BETA and roll it out !

A massive well done to Kayako, v4 is goign to be great, with great features, this will set you up to stand out from the crowed as not seen any product with so much in it at such a great price
gmd8

Seems like pretty fair pricing! I know it was briefly mentioned in a previous post but what kind of support will there be on v4 for satellite help desks (different front-ends, same back-end on the same domain)? Thanks!
gmd8

Seems like pretty fair pricing! I know it was briefly mentioned in a previous post but what kind of support will there be on v4 for satellite help desks (different front-ends, same back-end on the same domain)? Thanks!
Javier Maria Casares

Price changes seem right. Don't like the "per staff" pricing scheme but as we will keep our owned license it isn't an issue yet. I don't like much the user interface I see at my.kayako.com but I hope it can be styled to improve readability/usability. Looking forward to beta test over a VM platform with a copy of our current database.
- http://www.facebook.com/SteveLV702 Steven Lawrence Sr
  
  Pretty sure will be just as customizable as V3 is..
Javier Maria Casares

Price changes seem right. Don't like the "per staff" pricing scheme but as we will keep our owned license it isn't an issue yet. I don't like much the user interface I see at my.kayako.com but I hope it can be styled to improve readability/usability. Looking forward to beta test over a VM platform with a copy of our current database.
- http://www.facebook.com/SteveLV702 Steven Lawrence Sr
  
  Pretty sure will be just as customizable as V3 is..
Kathy Manwaring

Do you know if there is any enhancements to the Contact area in this product? I realize you are not a CRM, but it would be nice to be able to track a bit better the company's and contacts.
Kathy Manwaring

Do you know if there is any enhancements to the Contact area in this product? I realize you are not a CRM, but it would be nice to be able to track a bit better the company's and contacts.
DarinO

WHMCS Integration.
I was just advised from WHMCS that Kayako will not be working on the integration module until 4.1 as far as they know. If this is true, and V4 will be in Beta for a couple of months, how longh will it be before I will be able to integrate with my WHMCS? Any Ideas?
Waiting unpatiently for V4 Beta.. Today we hope.
- Joe Bloggs
  
  me too! Waiting unpatiently!
  - Jamie Edwards
    
    WHMCS integration V4 is not on the cards yet – we have too much on the roadmap for the core product. It will be done eventually, or picked up by a third party developer
DarinO

WHMCS Integration.
I was just advised from WHMCS that Kayako will not be working on the integration module until 4.1 as far as they know. If this is true, and V4 will be in Beta for a couple of months, how longh will it be before I will be able to integrate with my WHMCS? Any Ideas?
Waiting unpatiently for V4 Beta.. Today we hope.
- Joe Bloggs
  
  me too! Waiting unpatiently!
  - Jamie Edwards
    
    WHMCS integration V4 is not on the cards yet – we have too much on the roadmap for the core product. It will be done eventually, or picked up by a third party developer
http://www.safeworld.co.in Deven Shah

Great Job done at very fair pricing!! Keep it up guys! Congrats in advance…
http://www.safeworld.co.in Deven Shah

Great Job done at very fair pricing!! Keep it up guys! Congrats in advance…
Carl S

Looking forward to the BETA release today
Carl S

Looking forward to the BETA release today
http://twitter.com/koreawebhosting @koreawebhosting

What about those who use the brand free version of Kayako?
- Jamie Edwards
  
  Your V3 branding free license will carry over to V4
  - http://twitter.com/koreawebhosting @koreawebhosting
    
    Ok thanks that make sense
http://twitter.com/koreawebhosting @koreawebhosting

What about those who use the brand free version of Kayako?
- Jamie Edwards
  
  Your V3 branding free license will carry over to V4
  - http://twitter.com/koreawebhosting @koreawebhosting
    
    Ok thanks that make sense
richie cobbs

are we really going to get this beta? or are you just toyin with us? bring on v4
richie cobbs

are we really going to get this beta? or are you just toyin with us? bring on v4
http://speedysparrow.com Sean

How long to the release?

I have been watching, waiting and growing so anxious…. Look you are killing me here (Grey hair) cmon, and I am only 22. Geeze

Where will this be posted when it is in Beta?

Jamie, I understand the BETA aspects of testing, however, would it be safe to run V4 of Kayako in the wild?

Cheers,

SpeedySparrow
http://speedysparrow.com Sean

How long to the release?

I have been watching, waiting and growing so anxious…. Look you are killing me here (Grey hair) cmon, and I am only 22. Geeze

Where will this be posted when it is in Beta?

Jamie, I understand the BETA aspects of testing, however, would it be safe to run V4 of Kayako in the wild?

Cheers,

SpeedySparrow