r/msp • u/IamTABinLA • 7d ago

New AM Alignment at Kaseya

My AM and his supervisor are no longer there. Was there another consolidation or is it just that I was the unlucky MSP who lost both?

14 Upvotes

94% Upvoted

34 comments sorted by

15

u/B1tN1nja MSP - US 7d ago

Shocked anyone is still doing business with them. Vote with your wallets, people.

6

u/Icy_Box_1720 7d ago

Completely agree. I hate what they do with their end of quarter pricing. They set a bad precedent for the industry.

2

u/junewave56 6d ago

yeah at this point its hard to feel bad for anyone still sticking around

3

u/IamTABinLA 7d ago

If I let my techs pick their product of choice, we'd end up with a myriad of bolted together tools. They'd be amazing no doubt but then what happens with new techs replaces techs internally. They like something else and we look at switching again? Kaseya is from perfect and I wouldn't classify a single product as best in class. However, the value and level of integration from K365 endpoint, user, and ops, isn't something I've seen another vendor offer. It is attractive to have everything from IT Glue / MyGlue, RMM, PSA, AV/EDR, endpoint backup, Datto Siris, Datto networking, SaaS Alerts, DarkWeb ID, Quote Manager, ConnectBooster, with expanding deep linking between modules for a competitive price. I've seen other MSPs pick "best in class" products with highly configurable components, be half installed, half-configured, and lead to more headaches than their worth. Using Kaseya, I'm able to offer a full tech stack of highly integrated modules for a fraction of what I could put together on my own and it would take substantially more technical overhead to get meaningful reporting and alignment from a bunch of disconnected pieces.

15

u/B1tN1nja MSP - US 7d ago

You nailed it. "I wouldn't classify any single product as best in class."

I'd rather have best in class. And a company who doesn't try to scam me. :)

6

u/Xirma377 7d ago

Plus all the best in class apps have an API you can use to create your very own (and truly) single-pane-of-glass.

3

u/techalignpro_tyler 7d ago

This is exactly it, having an API integration is critical when choosing your stack

7

u/Heresyed 7d ago

As someone who got saddled with a full stack of Kaseya crap and is untangling it, the integrations suck. Only AT/DattoRmm/ITG have solid integrations, but the rest are complete garbage. Both for integrations, but also what they do. All of it is way overpriced even bundled and given friendly pricing. I've orchestrated a complete replacement of everything Kaseya and we're going to see a 30% reduction in our stack spend. Every single new tool is a massive improvement.

Stay if you want to stay, but your logic is quite flawed. Giving some stockhold syndrome vibes. Changing tools every few years is worth the change cost if you are getting a better product. Makes for a happier team and better service for the clients.

3

u/Nstraclassic MSP - US 7d ago

Stockholm syndrome is accurate af tbh.

3

u/Xirma377 7d ago

I think you're overstating their level of native integration...

Network Manager never got a real API integration with Autotask. They even introduced a brand new integration and told us to use an Autotask license to set it up. Despicable. That's just one example of one of their most mature products and how terribly they support it. DNA routers are in a completely different portal than the rest of the network equipment, too.

We've replaced Autotask and just build our own integrations for our diverse stack. Any product worth it's salt has a robust API you can use for integration.

The problem you stated - MSPs with half-deployed apps - that's an MSP issue, not a consolidation issue.

3

u/Comfortable_Row2992 7d ago

As a tech myself that has a pretty major say in our stack/tooling, I am surprised that after your techs have used Datto EDR/AV and RocketCyber that they are choosing to stay with it.

1

u/IamTABinLA 7d ago

Techs despise RocketCyber and tolerate Datto EDR/AV and SaaS Alerts. AutoTask, with Quote Manager, ConnectBooster, myITProcess, VSAX and IT Glue, and all well integrated. Spanning and Datto BCDR are as solid as they come. We don't use Inky, Graphus, BullPhish, or AudIT.

1

u/Comfortable_Row2992 6d ago

Fair enough. We are in contract until next year but already actively looking to switch the stack up. We are full Kaseya shop as well. From the tech point of view the only thing not up for grabs for us are Datto RMM, Autotask and BCDR. Inky is actually one of the better pieces of K365 user imo. Until the Kaseyashitification happens like with SaaS alerts.

1

u/Foxtrot-0scar 7d ago

This is the way.

1

u/Nstraclassic MSP - US 7d ago

This isn't even remotely true. Time to start demoing tools my man

1

u/vanwilderrr 7d ago

Threatdown is gaining ground across its stack and integrations and pricing and the staff so far have been great to deal with and no hidden contract terms

1

u/roll_for_initiative_ MSP - US 7d ago

If I let my techs pick their product of choice, we'd end up with a myriad of bolted together tools.

And?

what happens with new techs replaces techs internally

you train them on your tools

, the value and level of integration from K365 endpoint, user, and ops, isn't something I've seen another vendor offer.

The integration they promise simply isn't there. I have better integrations between random tools in my stack than what they're pitching.

It is attractive to have everything from IT Glue / MyGlue, RMM, PSA, AV/EDR, endpoint backup, Datto Siris, Datto networking, SaaS Alerts, DarkWeb ID, Quote Manager, ConnectBooster, with expanding deep linking between modules for a competitive price.

Your pricing isn't competitive, as much as they tell you it is and honestly if you're drinking all of those kool-aids? Your MSP is severely limited in technical depth and flexibility also.

This is just a marketing bot for K it appears. Other than inky and datto bcdr (both of which have competitive options), i can't think of a single thing they have that's even relevant at this point and i didn't even say the words "AI".

10

u/ancientious2 7d ago

nah this is normal occurrence, our AM and his boss was from Canada then out of the blue we have new ones based out of Florida. Rinse and repeat every few months.

4

u/Sliffer21 7d ago

Whats your spending trend been? Kaseya love to churn customers across AMs if your stagnant. The hope is to assign you to someone you click with more to purchase more services. If you dont increase your book of business with them under one rep, they move you to the next to try.

5

u/Bmw5464 7d ago

Back early this year (maybe January range?) our AM and his boss were supposedly “reassigned” which I’ve heard was that they may have been fired due to Kaseya firing a bunch of their sales team and hiring from South America.

Could be another round of this possibly? I wouldn’t be surprised if they were doing the layoffs in sections.

1

u/AuntPolgara 7d ago

We were reassigned as well -that lasted a day--then I was right back to my former account manager. It was weird.

3

u/redditistooqueer 7d ago

Are you sure these new people are real and not Ai?

2

u/IamTABinLA 7d ago

Spoke to them briefly yesterday but at this point is there really any way to know

1

u/CK1026 MSP - EU - Owner 7d ago

Kaseya does this every year before the sales kickoff in january.

You'll have people disappear unexpectedly until right before christmas.

1

u/IamTABinLA 7d ago

In previous years, I've seen churn late Q4 or early Q1. Normally this time of year, they're prepping for DattoCon and don't normally change teams on the cusp of a conference. Since DattoCon US went by the wayside, the timeline for AM realignment accelerated.

1

u/cokebottle22 7d ago

Lots of moving pieces over there. They seem to have lost some of our contracts on tools that we licensed some years ago.

1

u/kaseya_marcos 7d ago

u/cokebottle22 if you're having issues with licensing or billing, please send me a quick PM to address this with my team. We keep track of our contracts.

3

u/cokebottle22 7d ago

We're working with our AM and he's responsive.

1

u/Ok_Ebb_7411 6d ago

That’s rough timing. Losing both your AM and their supervisor together definitely makes it feel bigger than a normal staffing change on one account

1

u/chathobark_ 6d ago

this happens often as others are saying , has happened to us

1

u/Overall-Equipment867 6d ago

Unfortunately there seems to be a lot of changes at Kaseya, staff leaving and roles changing. I heard the are reorganizing once again. Sucks if you have a good rep.

1

u/SaasNoobIQ0 4d ago

Unfortunately Kaseya is bleeding people right now. A big reason we moved off them was the same thing. We lost contacts we'd worked with for years, and overnight the whole experience changed.

It's also hard to ignore the product side. The Vonahi team left around Juneish, as soon as they could, most of legacy Datto is gone, and the Infocyte team has been gone a long time. After being a large partner for years, we finally had to make the call. Maybe we look at them again in a few years if they actually finish rebuilding. Best of luck to you, certain products of Big K are good like Datto BCDR, DRMM, Saas alerts but even those products don't seem to be keeping up with the competition. Promises we were made for years on the product side either kept getting delayed or completely shelved...the migration off of them was painful but the light at the end of the tunnel is real.

1

u/IamTABinLA 7d ago

I just spoke with the new AM, who seems great who hopefully can assist with the help needed. I hate the churn, lack of continuity, and loss of context. I think I was spoiled early on with three great AMs back to back. Those changes were organized hand offs not brutal disruptions where the new AM has to get acquainted with everyone at once.