Buyer Beware! Broken System, Terrible Support, and Inescapable Long-term Contract
January 29, 2021

Buyer Beware! Broken System, Terrible Support, and Inescapable Long-term Contract

Ben Blissett | TrustRadius Reviewer
Score 1 out of 10
Vetted Review

Overall Satisfaction with Kaseya Virtual System Administrator (VSA)

As a small MSP, we support roughly 1100 endpoints using Kaseya VSA. It is used for 95% of our clients' endpoints and is designed to remotely monitor and manage computers for everyday troubleshooting and maintenance.
  • Works well with custom PowerShell scripts
  • Centrally manages groups and subgroups well
  • Does not require MFA sign-ins more than once or twice a month on one PC
  • Permits connectivity to multiple endpoints simultaneously
  • Muddles up keystrokes and key commands
  • Consistently drops connectivity with multiple sessions open
  • Times out unexpectedly
  • Generally does not allow proper copy/paste from management PCs
  • Negative: Consistent lack of functionality.
  • ROI: Negative. Have had to dispatch technicians many times when we wouldn't have had to if the software functioned properly.
  • Support: We've been yanked around for the better part of 8 months now with broken software and support has only marginally attempted to resolve known issues despite how many complaints we've submitted.
  • EULA: Account management has been entirely unwilling to pause/reduce billing or allow us to leave our 3-year contract despite how the software consistently causes more problems than it solves.
  • Positive: On the rare occasion when the software allows us to connect without breaking keyboard support, it functions well.
We moved away from NinjaRMM for support of PowerShell scripting and APIs. Overall, the experience with NinjaRMM, though limited in features, was tenfold better than our experience with VSA.

We have been desiring strongly to move away from VSA to N-Central (having been provided a full demo that we installed on our cloud infrastructure) but have been unable to do so due to Kaseya's draconian contract policies.

It's important to note that NinjaRMM was allowing us to go month-to-month and switching to Kaseya VSA was one of the worst business decisions I ever made.

It's equally important to note that, if you are considering Kaseya VSA, you will be locked into a 3-year contract that is nearly impossible to escape from once the documents are signed. SolarWinds N-central only requires a 1-year contract and then has month-to-month billing available.

I can provide no good reason for anyone to consider Kaseya VSA when there are dozens of better systems out there to choose from.

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If the software functioned as it was intended, it would be probably a 7 out of 10. It lacks the majority of customization that SolarWinds N-central supplies, but also supports some customization that other solutions we have tried do not.

Again, if the software didn't consistently break, the ability to implement automated scripting via PowerShell and the capacity to manage 10+ endpoints at once in different windows is great.

Kaseya VSA Feature Ratings

Remote monitoring
Network device monitoring
Patch Management
Policy-based automation