Robert S.
Regrettably using NinjaOne since 2020
We have been using NinjaOne since 2020. While the software served as a decent starting RMM, it often fell short of the promises made, such as the integration with Bitdefender GravityZone and market-comparable pricing for backup solutions. Additionally, it took over three months to discontinue services that were no longer available as add-ons within the portal. As an MSP, we experienced fluctuations in our monthly usage. Despite being sold on a per-seat model, the subscription-based contract required us to notify them five days in advance of any changes. On January 10th, I informed Jake Hunter, our account manager, via email and phone that we would be transitioning to ConnectWise. I emphasized the need to avoid penalties due to the five-day notification requirement. By March, NinjaOne expressed surprise and delayed the transition by almost three weeks, attempting to extend it beyond the five-day period to charge us for endpoints we no longer had installed. Despite having zero endpoints, they claimed we did not provide a 60-day notice. I advise caution when dealing with NinjaOne, especially if your account manager is Jake Hunter. Ensure all communications are documented, as reducing or terminating services can be challenging.