A Customer’s Experience with Kaseya — Seeking a Fair Resolution
I’ve been a Kaseya/Datto customer since 2018. Recent pricing and product-fit issues have made the relationship unsustainable for my business. I would prefer to resolve this directly and professionally before sharing a detailed public write‑up.
Last updated: 18 September 2025
My Preference
To resolve this privately with Kaseya through a fair, factual review of billing and product usage. I’m asking for a pragmatic fix rather than confrontation.
Costs have escalated sharply year-over-year, becoming non‑viable for my business.
Billing continued for items I could not use pending onboarding, which was projected to take months.
Some products/features did not meet requirements for my environment (e.g., finance-related tooling and email/security stack alignment), as reflected in support interactions.
A security incident (BEC) was not prevented in my environment despite coverage, later followed by compensatory gestures (e.g., alerts access). I appreciate the goodwill, but the core issues remain.
Note: This page reflects my experience and understanding, based on invoices, statements, and support correspondence in my possession.
What I’m Requesting
Immediate billing pause on at least half of current charges while we reconcile usage vs. contract.
Credits for products/features I cannot use (as verified in support interactions), including finance‑related tooling.
Stop‑billing for items gated by onboarding until the onboarding is complete and the service is usable.
Clear path forward: either a stable, right‑sized configuration (with timelines) or an amicable exit without penalties for services not fit‑for‑purpose.
Quick Facts & Spending Timeline
Amounts reflect what I’ve paid or been invoiced each year. Figures are rounded as per my records.
Year
Amount
Notes
2018
2,200
2019
4,560
2020
4,280
2021
4,595
2022
5,187.15
2023
16,427.09
Significant increase begins
2024
43,169.91
Material uplift year-over-year
2025 (to Sept)
49,177.86
Does not include last pending 8,000 payment
2025 projection (with the pending payment): approximately ~57,000–60,000 for the year.
Product Fit & Support (in my experience)
Onboarding‑dependent services: Billed prior to usable onboarding; timelines suggested months to complete.
Email / endpoint stack alignment: Solutions offered did not replace my existing endpoint/email protection stack in my environment.
Finance/acceleration tooling: Marked as unusable for my use case in support exchanges.
Security incident context (BEC): A business email compromise occurred in my environment; I understand goodwill steps were offered afterward. I appreciate those efforts.
I can provide ticket references and correspondence excerpts if needed to validate these points.
Why This Page Exists
I’m a longstanding customer, not a competitor or anonymous critic. I’m simply asking for a fair review of billing, alignment to what I actually use, and appropriate credits. I would prefer to resolve this directly with Kaseya and avoid a broader public post.
If a fair resolution isn’t possible, I’ll publish a detailed, evidence‑based write‑up of my experience and include links to relevant community discussions for additional context.
If We Can’t Resolve This Privately
My next step will be to publish a longer, factual account of my experience and cost trajectory, along with selected community threads for context. I’ll make sure anything I share is verifiable, time‑stamped, and respectful.