I have used Kayako support suite in a number of website projects and have never had any problem with them. They are almost always available on Live Chat and prepared to intervene to correct issues as soon as they are brought to their attention. I operate jaiunpote.com and protege-mes-donnees.com as well as English language versions of these two websites. I can wholly recommend them and would disregard the complaint mentioned above.
I invite contact should anyone wish to verify my support of this product.