Review Time
Their teams really partner with you to find the best solutions for you, implement them into your business, and then support you for years to come. Their innovations among their products continue at a feverish pace adding features that their customer community requests through their various avenues to engage with the community.
The only thing this company can do consistently is bill you. Other than that, most of their products don't work and their support has this nasty caviler attitude toward you when you dare open a ticket with them and expect them to fix what you pay for. Your account manager will switch every six months to someone less and less attentive and responsive, too.
I tried canceling my Kaseya subscription but was never successful. Even after removing my payment method, they kept my card details on file and continued billing. I emailed several times with no response and opened a support case that has been sitting open for weeks with no follow-up. When I tried calling my dedicated rep, the number just rings with no answer.Very disappointed with the lack of communication and transparency. I expected better support from a company in the IT industry. If you’re considering signing up, be cautious — canceling is a nightmare.
Not a Partner for Growth-Oriented BusinessesOur company is currently experiencing rapid growth, and as part of that, we encountered temporary interruptions with our payment systems due to transitions with banks, payment providers, and internal restructuring. These are normal growing pains for scaling organizations.Unfortunately, Kaseya handled the situation poorly. Despite a long history of timely payments, access to critical systems was suspended without direct communication or escalation. Emails were sent to an internal address that is not monitored for billing matters – despite previous instructions.Ironically, their sales representative managed to contact me via LinkedIn during that same time to pitch new products, which proves that direct communication was possible — but apparently only when selling, not when resolving issues.Shutting down core systems without understanding the business impact or verifying the context is not acceptable for a company that positions itself as a strategic IT partner. We were in the process of migrating our subsidiaries and acquisitions to Kaseya — thankfully, we didn’t go through with it.Yes, we acknowledge our part in the delay, but the lack of escalation procedures and the aggressive account suspension were unjustified and damaging.We will exit our contract as soon as contractually possible.Bottom line: If you’re growing fast, look elsewhere. Kaseya is not equipped to support scale with flexibility, communication, or common sense.
They have taken over my Backupify subscription and increased the monthly subscription x5 without explanation. I have found it impossible to reason with them and have requested cancellation. They will no longer respond to me, just send me more bills. Very frustrating. I have never known anything like it. Try not to get involved with this company.
Kaseya has a troubling practice of auto-renewing products without proper consent and continuing to charge even after multiple cancellation requests. Attempts to obtain the contracts they claim were authorized have been unsuccessful. Their representatives seem focused solely on selling additional products rather than resolving existing issues, and overall support has been unhelpful. I would strongly recommend avoiding this vendor.
Our account manager Kevin is OVER THE TOP excellent. I would have given Kaseya zero stars based on our ten year relationship only 2 years ago. Kevin has worked very hard helping our company grow, and made a real difference in the efficiency and capabilities of our small team. The only reason it's not 5 stars at this point, is it was a VERY rough first 8 years, and that wound won't heal quickly.
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Kaseya is the leading global provider of AI-powered cybersecurity and IT management software. Through its customer-centric approach and renowned support, Kaseya delivers best-in-breed technologies that empower organizations to seamlessly manage IT infrastructure, secure networks, backup critical data, manage service operations and grow their businesses.
Kaseya offers a broad array of IT management solutions from industry-leading providers: audIT, ConnectBooster, Datto, Graphus, ID Agent, IT Glue, Kaseya, RapidFire Tools, RocketCyber, SaaS Alerts, Secure Payments, Spanning Cloud Apps, TruMethods, Unitrends and Vonahi. These innovative solutions fuel Kaseya’s IT Complete platform, which addresses the challenges of multifunctional IT professionals. IT Complete empowers them to centrally command hardware, software, security, data, compliance, operations and more from within a comprehensive, integrated, intelligent (AI utilization-optimized), and affordable platform. Headquartered in Miami, Florida, Kaseya is privately held with a global presence in more than a dozen countries. See more
