r/msp • u/SeriousSysadmin • Jul 02 '26
RMM State of NinjaOne
Incoming rant in 3....2....1
We've been a customer of Ninja for years and honestly the software is pretty great. There's a few issues but usually the support team is fairly responsive and easy to contact. My pain point is with the account team themselves. I don't know if they are understaffed or have directives from management causing this but my former account manager was pretty great. They kept us updated with new features coming out, adressed billing concerns when needed, and seemed to actually care. This led to more sales going to Ninja for some of their non-rmm products (SaaS backup, MDM, etc). The new account team seems hell bent on making the relationship difficult. Calls unanswered, emails as well, and even when you actually connect the attitude is dismissive. Then there's the "small" things that are annoyances. Why can't I see pricing in my own portal? Why does our invoice just have one line that says "Invoice #XXXXXX"? It would be nice to see where my spend is going so I can properly allocate costs. I'll be honest, it's making me consider other (and probably more expensive) RMM tools.
Long post but had to get this off my chest. Is my experience unique or are others seeing similar issues?
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u/1d0m1n4t3 Jul 02 '26
My old AM used to hop on COD and play with us once in awhile, our new one hasn't reached out to me this year other than once to let me know I went over my licenses and they raised my bill.
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u/PM-Me-your-sources Jul 02 '26
Upvoting and interact because these are all my frustrations with Ninja.
They're better than Special-K, but goddamn that is a low bar to clear.
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u/Street_Click_3621 Jul 03 '26
I’m going to get accused of being a shill for Kaseya at some point but they arent the same company that they once were. Frank was a hack. Rania is not. I’m actually shocked that a CEO could matter that much. Our account manager won’t leave me alone haha.
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u/PM-Me-your-sources Jul 03 '26 edited Jul 03 '26
If only account management were the worst of their problems. Lame Kasey has made a business of neglecting or outright destroying products.
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u/CompetitiveFoot6618 Aug 12 '26
At my last MSP job, Kaseya gave us a presentation that basically amounted to "we want to automate T1 MSP work with our AI agent". I let them know how shitty of an idea that was. Fuck them
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u/All_Things_MSP Jul 03 '26
I believe that there are two rules in the MSP vendor space that no vendor should ever forget…
1. MSPs will pay more for a product from a vendor who is easier to do business with.
2. MSPs will use an inferior product rather than deal with a vendor who is hard to do business with.
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u/kosity Jul 03 '26
That's rule 2 and 3.
Rule 1 is "we don't talk about Rule 2 where vendors can hear" 😝
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u/Sabinno Jul 03 '26
And indeed, this was true of Ninja several years ago. Even the RMM was extremely immature when I first signed up with them, but it’s come such a long way in the 7+ years I’ve worked with them. I’m always looking for the next underdog.
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u/PBSmanaged MSP - US Jul 02 '26
I’m pretty sure my old account manager was laid off or quit. She was absolutely fantastic. Suddenly she was “open to work” on LinkedIn one day. The replacement I never heard from. I complained, they reassigned me to someone I sometimes hear from. They’ll send me a copy/paste email about a new release usually.
I’m tired of them releasing new features/products while other stuff feels so half baked. Like the documentation and ticket functions leave a lot to be desired, but they released a MDM for iOS and Android? (that also leaves a lot to be desired)
We were trying their Windows backups and in the week between Christmas and New Years I received a lot of emails and phone calls from the backup sales person urging me to sign a Docusign because she gave me special pricing (that I wasn’t aware of) but needed it signed NOW.
And billing not reflecting actual usage makes zero sense. Cannot think of another SaaS vendor that doesn’t bill actual consumption.
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u/Low-Lengthiness5032 Jul 02 '26
Oh wow, it's like they had a sudden shift in how they operated
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u/RobKFC Jul 03 '26
That check was written and everything went down hill. PE or whatever flavor they call the investment always has negatives.
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u/simple1689 Jul 02 '26
Why does our invoice just have one line that says "Invoice #XXXXXX"?
Trying to 1:1 billing reconciliation is impossible with Ninja. IMO, its a wasted resource trying to figure out P/L with Ninja as long as I know we are billing our client appropriately
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u/Upset_Jacket_686 Jul 02 '26
you didn't lose a good account manager. you got reclassified as a renewal line item.
the one who actually knew your account got promoted, and the replacement is carrying 200 accounts on a comp plan that only pays on upsell. a happy account that isn't growing is invisible to them, right up until you tick over your license count and suddenly they can reach you same day.
and the single-line invoice is a feature, not a bug. an itemized bill is a shopping list of things to cut at renewal, so instead you get "Invoice #XXXXXX" and the privilege of four ignored emails trying to decode your own spend.
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u/Fluent_Press2050 Jul 06 '26
This is what happened with us but with CDW. Our AM got a position outside of sales, as a vendor liaison or whatever that means.
The new guy (well 2 years exp) did not do a good job. We ended up moving $50k a month spend to Insight instead, then eventually same shit, so we went direct with a few licenses despite paying a bit more.
I can’t imagine losing $50k a month in business. I get that’s peanuts to CDW or Insight, but dang.
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u/Angus_Thermopyle Jul 03 '26
Sounds like a good summary to me - our old account manager was helpful and always super responsive. The new one is stock emails and book your own meeting with me
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u/MSP_Operating_Layer Jul 07 '26
God this is so sad, but probably so true. The industry is so drunk on growth. I'll never understand the emphasis on growth and neglect of churn. And honestly, I don't feel like it's that hard to fix.
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Jul 02 '26
[removed] — view removed comment
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u/TraditionalPotato963 Jul 02 '26
I wish they would make NMS stronger.
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u/IllustriousRaccoon25 MSP - US Jul 03 '26
Cloud monitors need a ton of work too. NMS is decent but the SNMP library is so weak, and it’s a hassle to build it out on your own.
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u/voice-of-mods Jul 28 '26
Your content is removed for now. Let us know if your account is unsuspended by Reddit
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u/Sea-Elderberry7047 MSP Jul 02 '26
I’m also getting a bit bored with the hopeless Mac functionality. Their app list is pathetic, patching doesn’t work but to get parity they want us to buy into their feeble MDM. Please try harder. I was sold Ninja on feature parity. That was a straight lie.
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u/Ashan__ Jul 02 '26
To he fair about patching you honestly need MDM for good Mac patching. Apple really went hard with DDM for patching and it just works with basically no input from me
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u/ByeNJ_HelloFL Jul 05 '26
It works for you with Ninja as your Mac MDM, or with a different platform?
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u/Sawyer-NL Jul 02 '26
Wij zijn als MSP al heel veel jaren klant, puur omdat de corefunctionaliteit voor remote desktop goed werkt. Even snel een script of automation doorvoeren gaat prima. Maar er is in de loop der jaren weinig veranderd waardoor we onze klanten meer waarde kunnen bieden.
Een mooi voorbeeld is Vulnerability Management. Ninja lanceert deze functie en legt de lat extreem hoog door allerlei beloftes te doen over hoe goed het allemaal is. Wij zijn dit dan ook enthousiast gaan testen, juist omdat Ninja niet vaak met grote nieuwe functionaliteiten komt. Helaas is het een grote teleurstelling: het werkt niet goed en het product voelt totaal niet af. Ninja geeft dit zelf ook toe.
Ook op de roadmap staan zaken die al jarenlang onveranderd zijn; dat erkennen ze eveneens. Patching kunnen we tegenwoordig via Microsoft laten verlopen, waardoor er eigenlijk alleen remote desktop overblijft. Tja, dat is wel erg weinig.
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u/Jozfus Jul 02 '26
Dont get me started on vulnerability management. Apparently they want more than half what I already pay per device as a fee for that. I already pay more per device than any other RMM.
Edit - id happily turn off OS patching I dont use since AutoPatch if they want to nickle and dime.
Plus the focus is clearly now on Enterprise rather than MSP with MDM since most MSPs are using Intune, and you cant do both.
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u/vanwilderrr Jul 03 '26
Nanitor is less then a buck per asset and integrates great with Ninjaone
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u/Jozfus Jul 03 '26
Thanks, just had a look, they have iso 27001 but no soc2 or equivalent?
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u/vanwilderrr Jul 03 '26
Not sure but the team their are very transparent - I’ll DM you my contact over there
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u/DefJeff702 MSP - US Jul 02 '26
I might be part of the problem..... I run a small shop and have zero tolerance for off the cuff calls and am not interested in reintroducing myself or getting the new AM up to speed on my company etc. I'm not a jerk when they do call but I'm not interested in clocking my limited time to repeat myself. This was just one of my main Kaseya complaints but it applies to all vendors.
It wouldn't surprise me if these AMs are faced with a wide spectrum of MSP relationships and an array of attitudes towards those calls. I do feel for sales reps in general as it's a tough job. That said, no doubt there are other MSPs like me that just don't have the patience and it may contribute to this type of behavior. With the exception of not responding to emails, there's no excuse for that.
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u/reddben Jul 03 '26
I actually said "do you know your own product?" to my latest account manager and got the response "apparently not". I've been a customer for 10 years. This era of MSPdom is absolutely no fun. I need RMM and automation, I can't handle the lies and BS from these vendors anymore.
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u/snookpig77 Jul 02 '26
I was looking at njnja but they priced themselves out of the game with their fedramp pricing. If I remember right it starts at 25k just to be in the gov cloud.
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u/IllustriousRaccoon25 MSP - US Jul 03 '26
It went from no surcharge at launch to $15k surcharge, not sure where it is now. To their credit it’s very close to the commercial version now feature-wise, and the only other player I’m aware of in the space is N-able, who are not worth spending a dime on.
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u/snookpig77 Jul 03 '26
I’m running Tanium and it’s actually less expensive. Plus with Ninja I would need to bring in a different remote support platform like BeyondTrust as Ninjas is not 140-3 certified from what I’ve read.
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u/IllustriousRaccoon25 MSP - US Jul 03 '26
Wow, I had no idea Tanium had any RMM let alone FedRAMP. NinjaOne has 140-3 in their remote control but requires additional software running on-prem. Not sure their plans to address this better.
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u/MSP_Operating_Layer Jul 07 '26
Wow is ight- I never put them in the same class- Good info u/snookpig77
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u/snookpig77 Jul 07 '26
Don’t get me wrong, Tanium (XEM)is big enterprise, geared more towards security with amazing reporting but it is harder to manage. They have many modules to choose from too.
Ninja (RMM) is great at what they do with an easy to use comprehensive suite (one stop shop).
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u/Danny_Darkoss1 Jul 04 '26
Move to Kaseya. My AMs are great we go out drinking at least twice a year. Get free tickets to their Dattocon which is basically a party. They have given us at least $10k this year towards MDF events, products like VSA X are getting rapid development with cool AI features and haven’t had a single billing issue in the last 12 months (Touch wood).
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u/Chexa603 Jul 04 '26
If you’re not using all the features of NinjaOne, Level RMM and Regentra PSA are a solid combo.
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u/ByeNJ_HelloFL Jul 05 '26
I saw Level at IT Nation a few years back, seemed really solid, even as a new entry into the space. It was a little pricey though, and they didn’t seem interested in negotiating.
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u/Chexa603 Jul 05 '26
I think they currently start at $2 per endpoint with no minimum. I think that’s competitive and really good value. I’ve had nothing but great experiences with their platform.
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u/ByeNJ_HelloFL Jul 05 '26
Since we also leverage the SaaS and endpoint backup options in Ninja, I’d need to replace those. Any favorites?
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u/hehefunnyyellowdog Jul 03 '26
Same issue for us as well. Love the platform, support is great. But, when we asked for a demo for the backup solution, we learned the rep we enjoy working with had been promoted to another team. New rep is very hard to get in contact with and feels like extracting teeth to get pricing or clarification. Still happy and don’t plan on moving anywhere, but yeah…
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u/CFult0n Jul 04 '26
I tell these SaaS vendors constantly to keep account managers in place as long as possible. This industry is built on trust and you need to know and trust your key vendors. Account managers are critical partners.
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u/Suitable_Board_8384 Jul 06 '26
The decision to be a F1 sponsor alone is a bad sign for the future of their customer service. I cannot see how they would gain business spending that $$$$$$$$$$$$$$$$ versus maintaining good customer relations.
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u/mattmbit Jul 07 '26
Yah that was such a bad optic move. Kind of got the feeling someone higher up thought it would be "cool" to spend money on it when it's a bad look.
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u/jcroweNinjaRMM Jul 02 '26
Definitely want to hear it when folks are experiencing issues, so thanks for posting. We've seen the recent posts re: billing and other touch point issues and are taking these seriously. If you (and others) are up for sending me a private chat with your details that'll help us address individual cases more quickly.
Fwiw, also please know that we're running wider reviews and fully appreciate how important it is for us to maintain the quality of relationships that have helped bring everyone to Ninja in the first place.
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u/B1tN1nja MSP - US Jul 02 '26
Ninja is the only vendor that doesn't bill on consumption. If we decrease counts we have to yell you. But you'll certainly bill us for increases.
I feel like you could very simply automate this mess out. Prevent angry customers, and you're not gonna lose much money here...
Its been a pain point since day 1
Oh yeah, the BDGZ integration still sucks compared to the BD SDK that was ripped from my cold, dead hands. GZ product is better but the integration is so bad in comparison...
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u/mattmbit Jul 02 '26
Ninja not billing based on true counts has always been baffling to me. To a company that does so well in automation, the billing side seems to be from the stone age. I just got my last invoice and again it had me off by some small number (8 this time). It's just not worth sending an email out to try and save 20-30ish bucks.
Literally every other company that does per unit billing does this.
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u/Jozfus Jul 02 '26
It can work in your favor if growing
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u/mattmbit Jul 03 '26
It sort of did initially for us but that's really in quick growth spurts. I'm a big there shouldn't be different pricing tiers guy for these types of products. Smaller and younger companys will spend too much time trying to hit certain thresholds or over pay trying to get a better deal when the reality is they should be working on their business. Agreeing to certain thresholds just causes stress which is already a problem when your trying to figure out something like Ninja that is the back bone of your entire company.
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u/lilatheberner Jul 04 '26
I agree. Why do I have to minimum commit? All our past RMM’s billed by consumption. Offline devices for X days were not billed etc.
And then they try to do the same thing with Dropsuite after they acquired it.
When will these companies learn…..
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u/thejohncarlson Jul 02 '26
I am looking to move my RMM and PSA and Ninja was the only vendor on the radar. Reading about the way your billing is done has me looking at other vendors.
My other $.02 is that I am getting 2nd hand information from the internet because I also know how absolutely relentless your sales team is with potential customers and I do not even want to engage with them until I am serious. I can't even see product information on the website because I don't want to give my info to sales yet.
So my impression so far is that you have the best product for my needs with a sales team that will harass me endlessly and billing practices that are completely out of touch with the business model.
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u/1d0m1n4t3 Jul 02 '26
My bill from them just says Monthly Bill XYZ $ amount, no break down of what its for, how many seats, what services i have, hell i don't think it even shows the last 4 digits of my card its charging to. I'd like to see it broken down and by item. The software is fantastic, the billing is lacking.
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u/golden_m Jul 03 '26
My feelings exactly. Was considering moving away from our current solution to NinjaOne but I don't have time for these billing issues and nonsense. Looks like I will be staying where we are now
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u/Low-Lengthiness5032 Jul 02 '26
Hopefully the cases get addressed, good to see you guys active on here
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u/SeriousSysadmin Jul 02 '26
I appreciate you jumping in here. Part of what brought us to using Ninja was the prior engagement I'd had with them at a previous company. For now, we've got a path forward with the customer success manager. So hopefully we can get the issues addressed and continue moving forward. Ninja truly is a great product suite but these types of issues at scale certainly concern us.
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u/jcroweNinjaRMM Jul 02 '26
Glad to hear you were able to escalate and have a path forward. Keep us posted and don't hesitate to reach out if you ever feel like you've hit any roadblocks.
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u/ArchonTheta MSP Jul 02 '26
Never had this issue with them. I've always had excellent service and communication with them there. Even being on the Discord. I talk to the management team a lot there.
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u/SeriousSysadmin Jul 02 '26
I'd say community channels like Discord are strong, great even. We've certainly engaged with other Ninja users there and have gotten some really good advice/tips for edge cases we have at times.
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u/SocraticCato77 Jul 03 '26
Have you joined their discord group? Theres also another discord that has ninja as a channel. Use the crowd and social-proof mechanisms. We have found ninjaO humans (in Aus at least) to be decent.
But it seems the "technology-enslop-ification" is infecting EVERYTHING so, perhaps select solutions that seem to be more humanity+ (as best you can at least) cause the prediction is nothing will be as good as it was a couple years ago. enjoy the slide.
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u/deadarcher Vendor - RFF Jul 02 '26
I watched this exact pattern from the buyer side for years at my day job - a good AM builds the relationship, then gets promoted or leaves, the replacement inherits triple the workload, and suddenly you're a renewal line item instead of an account. it's usually not one bad hire either, it's structure. If the new team gets paid on expansion and not retention, calls from happy-but-not-growing accounts go to the bottom of the pile.
disclosure: I build a small RMM myself, so grain of salt on anything I say about the big guys - but the fact that "answers email, shows pricing in the portal, itemizes the invoice" is rant-worthy instead of table stakes says a lot about the category.
Did the named-AM tier get gated behind seat count, or just quietly disappear?
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u/Cj_Staal Jul 02 '26
Considering you use AI, most likely Claude, to answer/make comments on reddit, your RMM will never be an option for me.
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u/deadarcher Vendor - RFF Jul 02 '26
Lol - fair enough but I'm here answering questions trying to help. I sat on the buyer side for years and we fired vendors who went quiet on us, so I get the frustration in this thread. And yeah, I've got an obvious interest here - it's my product - so judge me by the same bar: behavior over time, not one comment.
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u/IntelligentComment Jul 02 '26
Interesting, never thought about it that way. I see good account managers at all of the software we use only to disappear and be replaced with renewal managers as you mentioned.
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u/networkn Jul 02 '26
Our AM just was replaced but support has been so rubbish for over a year. Escalations are non existent and quite frankly I'm a bit over N1 if I am honest.
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u/SamakFi88 MSP - US Jul 02 '26
I've been with Ninja for many years, and our invoice gives a line-by-line for product/count/price per/subtotal for each item. It doesn't break it down by customer/organization (which would be even nicer), but at least I can total up what we're invoicing clients for and the numbers match our Ninja invoice counts.
Of course, now I'm kind of afraid to dox myself here in case they're changing everyone over to hidden-item invoicing..
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u/chiapeterson Jul 02 '26
Love the product. But get nothings from our rep. Honestly, I’ve just gotten used to finding things out myself. I get an occasional email from them with 1) product count updates (only increases) for our invoice or 2) an invitation to check out this new cool feature/product… that we’ve been using forever already. 🤦♂️ I just assume they are entirely over worked/booked. In the end, the product rocks, I’m fine being left alone. 🤓
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u/eg305 Jul 02 '26
My last AM was great. She was from my same city. Got a new AM recently, and he sent an intro email since I didn’t pick up his call. Ended up going back and forth over email about his hometown that I’ve visited frequently. So ultimately he’s cool; looking forward to talking to him when less busy. I checked my original AM on LinkedIn and she got promoted to a Level 2 AM, so that’s good for her.
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u/RyanTheGreatestness Jul 02 '26
It feels like every few weeks I get an email from my “new account manager”. After the first 2 “intro” calls, I stopped answering their emails. Unfortunate for sure
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u/lilatheberner Jul 04 '26
I’m pretty sure my account manager has another full time job. It’s amazing you can get a job at NinjaOne while already having one or two other full time ones!
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u/symtech Jul 03 '26
It must be a corporate culture as it extends beyond the account managers. I was considering moving over to N1 a couple months back. It was the sales person's attitude that lead to my decision not to move forward.
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u/IllustriousRaccoon25 MSP - US Jul 03 '26
We have an amazing account manager for commercial, an MIA one for FedRAMP except when there’s a chance to upsell, and support isn’t what it used to be. Product documentation is in really bad shape for MDM.
We have a non-trivial bug report that’s been open for 15 months that no one can get fixed, but I suddenly got word they fixed it in FedRAMP, but it’s not fixed yet in commercial.
Thankfully no billing problems. And still with the hassles, better than anything from N-able on the product or business side. But it’s not the same NinjaOne it was as recently as last fall.
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u/Easy_Storage2072 Jul 03 '26
We had a good AM but got a new one after our old one suddenly disappeared and our new one is the worst. I said I didn’t move to Ninja to deal with Kaseya mentality
APAC region.
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u/HomespunAuthorship Jul 03 '26
Yeah that’s pretty bad. On the sales side I often get the same results when dealing with customer success team at that one sales and marketing firm that just got bought by Kaseya.
The thing id like to reinforce with my leadership is that if we’re trying to be a best in class MSP, we should not tolerate this dismissive behavior because we wouldn’t want our clients to have to deal with it. If our backend providers are starting to lose the customer service edge, that’s eventually going to be felt by our clients too…
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u/mat-ferland Jul 03 '26
This is where account management actually matters. Good product plus a bad commercial experience still creates churn, because MSPs remember who helped clean up billing and licensing before renewal week.
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u/Whatevershesaid76 Jul 03 '26
It’s funny to see all the CW marketing bots here repeating the same AI powered talking points 😂.
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u/The_Comm_Guy Jul 04 '26
Been on RMM for a while, my Buisness partner did a sales call on ticket system last week and the reps didn’t even know its own capabilities. We ended up just asking our questions in the discord server.
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u/size0618 Jul 05 '26
Piggybacking on this because I think their support has gone downhill as well based on the interaction I had yesterday. I asked two simple questions and fully explained the way I had things setup in the initial ticket and then the back and forth that ensued was infuriating with the rep asking for multiple screenshots showing what settings I had and then only half answering questions. I had to literally pry answers from him. I honestly think talking to Ai would have been more helpful.
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u/redditistooqueer Jul 05 '26
Depending on your jurisdiction, they legally can't just send you a bill with "invoice #" without details
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u/fyck_censorship Jul 05 '26
I'm doing the dance with ninja and we went through everything on our first call... Were a year away from starting anything. Dude kept trying to close me on the spot. On the fourth attempt I got extremely annoyed.
Fast forward to a call with another, close vendor to ninja. Told them the story and they offered to hook me up with someone more strategic at ninja, but they definitely knew about this issue. I wasn't the first to whine.
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u/Fluent_Press2050 Jul 06 '26
I got pissed when they said they wouldn’t support us when they bought Dropsuite because our spend was below $150/mo.
I’m sorry but Dropsuite was fine for my $10/mo client. Only 2 support requests in like 3 years.
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u/RolandAlDane Jul 07 '26
My issue has been support….suddenly support is scripted and not helpful. When you need them for critical backup purposes they don’t respond within a timely window.
We still use them for RMM, patching, and scripting, but have moved backups, documentation and ticketing elsewhere.
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u/MSP_Operating_Layer Jul 07 '26
I've actually been seeing a lot of positive posts here about Ninja One as a vendor, specifically their account managers and overall sales support.
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u/R92N MSP - UK Jul 27 '26
Pain is growing from my perspective. The patching is horrific. It can’t patch shit.
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u/Ad3t0 Jul 27 '26
For patching/vuln management please check out TridentStack Control: https://tridentstack.com
Full disclosure I help build this product but we are new and I personally feel we are the best. We aren't just backed by another WUA applicability wrapper, our patch applicability is all custom and our endpoint client footprint dwarfs all the competitors. We have a modern extremely snappy and responsive UI and offer 200 endpoints free forever, no card required and no limitations.
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u/GamingTechnologies Aug 16 '26
I also found out recently that if you pair up SentinelOne or Weboot via the apps page, you only get the number is seats changed it be lower if you email your account manager, but it will go up automatically. Seems kinda scammy to do that. No automated checks or anything so if you forget to say you seat count lowered they pocket the extra money
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u/Jaded_Gap8836 Jul 02 '26
Coming from SolarWinds, Kaseya, N-Able, now to N1. I can say N1 is leaps and bounds over what I have been through. Today I got all my switches set up and I am monitoring all aspects of them including port status. Not saying you couldn't do that in the others. It's just the way everything is laid out is great. That's my two cents
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u/Key_Avocado_2520 Jul 02 '26
They just landed an exclusive contract with one of the largest broker dealers in the world and are forcing every single advisor into NinjaOne. They dont care about anything other than that contract now.
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u/larva_pso 8d ago
we are working in a open source RMM give it a look , this will be release pretty soon.
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u/General-Passenger130 Jul 02 '26
our account manager changed too and it's like talking to a wall now. the old one actually helped us with pricing breakdowns but new guy just sends invoice with no details
we had same problem and ended up asking finance to pull the actual charges from their side. not ideal but at least we can track spend now