KaseyaReviews of kaseya.com

Amazing backup product.

Great experience! Works and does everything that we need!

I run an IT professional services organization, and we've used Kaseya's MSA system in the past. Their MSA functions are moderately capable, for the mid-tier market. Their PSA functionality is horrible, with security gaps, lapses in functionality, etc. However, their customer service and account management is some of the worst I've seen in the industry. This is an assessment made over 25 yrs of experience in the IT market. Most of their issues related to predatory practices to trap customers and protect revenue. When obtaining data archives, after being charged for our data, no schema or relational information is provided, etc., making accessing the data almost impossible. Their auto-renewals are also highly unethical. They don't remind or make cancellation options obvious, etc., which are legal requirements for auto-renewals. Professional enterprise subscriptions in the market allow decision makers ample lead time and options to cancel. Kaseya doesn't do this and won't take any accountability for not doing it using industry standards. When this was questioned, they refused to address it and eventually ghosted me on responses. The organization doesn't deserve its customers and needs to overhaul their customer services standards on an epic scale. We will be stuck paying for services we don't need, as the amount is too small for legal action. So I hope to help others not fall into the same mistake we did by providing this review. I cannot recommend their services or products on any level. There are much better options out there.

It is a shame that I cannot provide a zero star rating. I was a pretty easy sell. I knew what I wanted, the sales person gave me options and I signed up. A bad decision on my behalf. It has taken 2 months to get the product live, in the meantime I was invoiced twice for a product that I didnt have. I finally get access some 8 weeks later, only to have my account suspended for not paying the invoices that I should never have had, which they acknowledged. I now receive at least a daily reminder email from them, normally a different person. I tell them my torrid tale, whilst copying in my 'account manager' 'sales person' 'support team' 'accounts' and NOTHING. A terrible customer service. TERRIBLE.

Kaseya, like most software companies have some challenges and are hard to navigate. However, it is the account support team that makes the difference. Our rep and his ability to maneuver throughout the org on my behalf has helped make a great partnership. I’m excited by their CEO, Rania, and her customer focused approach. Can’t wait to see what is next.

I have been trying to contact my sales person or the 'BCDR Concierge' for days. I get no repsonse from them either via email or phone. I started trying phone numbers from their website, on several of them their voicemail box was full.

** Update 17th April ** Eventually, mostly due to my original review, Kaseya did come to an acceptable agreement with me to offer some recompense for my experience. I do believe this is now the general pattern with almost any external support, that one only gets a true response and action, only after complaining on social media or a review site. It is a shame it took a month to get any sort of real communication. So, kudus that they did finally have a call and admit culpability, but nothing can really change the huge amount of manual man-hours I had to put in to the migration to fix their initial error regarding what the UI import tool could do. I hope that any future support will be much more swift and successful. -------------------------- What a truly horrendous experience. Everything about their support process and 'Account Manager' structure is designed to obfuscate and delay. Clear questions and requests in writing are completely ignored. When the sales process was happening, I literally could not get the guy off of the phone and email. He would reply in 1 minute. I had a clear screenshare showing them what the data import process needed to involve, and they categorically told me this would be possible. Since then, I spent 2 weeks manually importing data record by record that the import tool could not handle. Since this time, they have ignored multiple requests to speak with a manager or decision maker, and they put the blame on me for not choosing the $3000 "white glove" service of their team doing the import, which was not even mentioned until used as an excuse for their UI import not doing what they promised it would. Now, 18 days after raising my issues the account manager has said I need to raise a support ticket, without giving instructions as to how. This is despite having a video call on the 9th of March with the sales guy and a support team member, showing them the exact issues. These people will literally say and do anything just to not take responsibility for the customer experience. I am now tied in for a year, but I am already preparing for the tool I will move to next. I have clearly asked for a call with a Customer Service Manager 5 times, and that request has been consistently ignored. Steer well clear.

Is it possible to give negative star reviews? Worst company I have ever worked with. Nothing they sold us works. They promised the world and delivered bill after bill after bill. Then after almost a year of nothing working and going a back and forth. They send us to collections.