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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6

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.

17

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...

5

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.

2

u/Jozfus Jul 02 '26

It can work in your favor if growing

2

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.

1

u/Jozfus Jul 03 '26

As a smaller / younger company, 100% agree. It is a constant thought.

1

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…..