KaseyaReviews of kaseya.com

The support agent handled the case professionally; my dissatisfaction is with the process, not the individual. A frozen task needed to be terminated, yet this required escalation to the Product/Development team. Due to limited availability, resolving a simple action that should have taken only a few minutes ultimately took almost three weeks. Such delays are difficult to justify for a routine operational issue. The process should be reviewed to either automate the handling of long-running unresponsive jobs or empower support engineers with the necessary access and tooling to resolve these issues directly. Waiting several weeks for a straightforward task creates unnecessary disruption and does not meet reasonable expectations for support efficiency.

** 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.