Well the Install STARTED well, went through, identified some issues, and we resolved them or it did so automatically (Impressed), and the install was pretty quick, and that was the end of the fun for us. Asked for a reboot, and wasn't up after that, said something about unable to access 127.0.0.1 and something about hotfix and reapply which I presume was the stage where the schema and hotfixes get applied. Couldn't login since DB was locked since K still thinks the installation is working. Tried the stuff in the forum and KB and that didn't work. Opened a portal ticket server down and then called to ensure it was being dealt with. The engineer was cheerful and tried to help, but said they had a few tickets he was aware of with the same problem, but the specialist who had closed them fixed, had not mentioned in the tickets what the solution was (!!!) and wasn't on shift for another 6 hours. I told him I wasn't ok with 6 hour wait, he said he understood. He instructed me to run the kInstall again and then update the ticket if I still wanted Sev1 update. Of course that didn't work so I called back and again he was helpful, updated the ticket to Sev1 and said that in line with SLA's I could expect a response within 1 hour. I called back 2 hours later saying I was still down, (It's 1am now) he apologises unreservedly saying he can't raise anyone and that he will speak to a manager and email all specialists with the ticket number. 25 minutes later, I get an email saying the RDP details I supplied didn't work. I reply back saying I tested them before putting them in. He sends me a screenshot showing the connection with the WRONG Password typed in. He asks for the password again (Each of these is a ticket update back and forwards) and I pointedly ask him to look at the ticket which contains the correct password and also re-post the password AGAIN since it's clear he doesn't want to read the ticket past the last update!). Finally he gets in, unlocks the DB, does whatever he is doing (2:18am) and sends me a "it's fixed" Update to the ticket. By the time I verified core functionality was operational by which time it's 3am.
These are the same sorts of issues we were having with support 2.5 years ago, I have had so many conversations with support managers who promise techs will read tickets and things will improve, but I don't think they ever will until management is removed and replaced. We had enough of Kaseya and have moved to another RMM package as a result, but I feel so much more reassured by our decision after last night.
6.3 seems like a minor upgrade, but they haven't done enough to fix the confused workflow and interface KLC still has core functionality missing (copy and paste anyone)).
Hard to believe it took this long to release.