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.
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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