RHS Tech Manager at a recreational facilities/services company with 10,001+ employees
Real User
Good remote support that allows support for Apple devices and offers good technical support
Pros and Cons
  • "The remote support is the most valuable aspect of the solution."
  • "We actually upgraded the solution due to the fact that we needed the support for Apple devices. We haven't had a chance to test that part of the product just yet, however, that was our biggest criticism of the product prior to this most recent update."

What is our primary use case?

We primarily use the solution for remote support.

What is most valuable?

The remote support is the most valuable aspect of the solution.

The solution now supports Apple devices.

We were able to handle the implementation internally.

The technical support is quite good.

What needs improvement?

We actually upgraded the solution due to the fact that we needed the support for Apple devices. We haven't had a chance to test that part of the product just yet, however, that was our biggest criticism of the product prior to this most recent update.

For how long have I used the solution?

We have had Kaseya for a while. That said, the VSA upgrade was just recently done last month. That's a rather new part for us.

Buyer's Guide
Kaseya VSA
March 2024
Learn what your peers think about Kaseya VSA. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.

What do I think about the scalability of the solution?

Our technicians, level one and level two, and our help desk all use this product.

How are customer service and support?

My experience with technical support is limited. Just in our recent upgrade, we dealt with the support team. We didn't face any issues with them. We're satisfied with their level of service. I don't have anything negative to say.

How was the initial setup?

We didn't do the setup; our network team does that. Therefore, I wouldn't be able to speak on how easy or difficult the initial setup was. I cannot speak to the deployment process either. I don't know how long it takes.

What about the implementation team?

Our network team handled the implementation in-house. We didn't use an integrator or consultant as far as I know.

What was our ROI?

We don't look at the product from an ROI perspective. We simply don't have a have remote support solution, or we didn't. SCCM may provide that to us. We needed a remote support solution, and therefore, Kaseya was what we chose at the time.

Which other solutions did I evaluate?

Right now, we're making an evaluation of whether to standardize with either this solution or the SCCM.

What other advice do I have?

I'm a direct end-user of the solution. We're just customers.

We're using the latest version of the solution.

In general, I would rate the solution at an eight out of ten. Thus far, we are quite satisfied with the product's capabilities overall.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Sherryl Cruz - PeerSpot reviewer
Business Development Manager at Microgenesis Business Systems
Reseller
Top 10
Simple to implement, competitive pricing, feature-rich, and has available technical support
Pros and Cons
  • "The most valuable features of this solution are automation, inventory, and patch management."
  • "I believe we should include a VSA license to provide complete endpoint management."

What is our primary use case?

We are resellers. We use it internally, but not all of its features.

What is most valuable?

The most valuable features of this solution are automation, inventory, and patch management.

What needs improvement?

The majority of end users want complete software management. It focuses on a thorough evaluation of the initial projects in the software.

It should focus on the lifespan or timeline of the software and hardware. The majority of end users ask if there are any notifications or advice regarding when they purchased the hardware and software and when it will expire or need to be replaced, and there are none in Kaseya. As a result, even the software metering.

Better software awareness and metering are required.

Metering software depends more on what they use it for, and how much software is available within the company.

If I think of any additional features that are required, it will be for detecting or including mobile users of managing endpoints. There is currently no mobile license for cell phones, Androids, or even iOS. I believe we should include a VSA license to provide complete endpoint management.

For how long have I used the solution?

We are resellers and have been dealing with Kaseya VSA for six or seven years.

What do I think about the stability of the solution?

Kaseya VSA is a stable solution, some of the end users have been using it for years.

What do I think about the scalability of the solution?

The scalability is good; it is up to the end-user or we can add additional licenses if necessary. We can conduct policy checks as well.

How are customer service and support?

I would give the technical support a four out of five. There is no such thing as a five. You coordinate things, and it is available as needed.

How was the initial setup?

The initial setup is straightforward.

It is simple to implement, especially when the end-user knows what policy they want to implement.

What about the implementation team?

The implementation was completed in-house. We used the Kaseya method of implementation.

In terms of maintenance, we don't need a lot; one person can monitor it.

What's my experience with pricing, setup cost, and licensing?

In the Philippines, licensing fees are paid on a yearly basis.

I believe it is competitive, depending on the number of users purchased. It's scalable in terms of pricing.

Fees are paid per license, per user, and per year.

It is, in my opinion, competitive in the market. It is determined by the number of users and licenses needed. Depending on the license count of users, the price ranges from $10 to $80 USD.

What other advice do I have?

I would rate Kaseya VSA an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer:
PeerSpot user
Buyer's Guide
Kaseya VSA
March 2024
Learn what your peers think about Kaseya VSA. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,234 professionals have used our research since 2012.
DilipMishra - PeerSpot reviewer
Senior Technical Engineer at Hitachi Systems, Ltd.
Reseller
Useful live connect, beneficial automation, and high availability
Pros and Cons
  • "The most valuable features of Kaseya VSA are remote control, live connect, and automation."
  • "The audit and KNM tools could improve."

What is our primary use case?

The solution can be deployed on-cloud, on-premise, and hybrid.

What is most valuable?

The most valuable features of Kaseya VSA are remote control, live connect, and automation.

What needs improvement?

The audit and KNM tools could improve.

In the next release, it would be useful to have an iOS and Android application to provide more visibility.

For how long have I used the solution?

I have been using Kaseya VSA for approximately 12 years

What do I think about the stability of the solution?

I rate the stability of Kaseya VSA a nine out of ten.

What do I think about the scalability of the solution?

We have a lot of customers that want more agents communicating a single VSA server. For example, 50,000 assets on a single VSA. 

We have 15,000 people using this solution.

I rate the scalability of Kaseya VSA a nine out of ten.

How are customer service and support?

The support from Kaseya VSA could improve. We have multiple customers that have had delays in receiving a response from the agents for small issues. We have to find solutions ourselves after creating the tickets.

I rate support from Kaseya VSA a five out of ten.

How would you rate customer service and support?

Neutral

How was the initial setup?

We have to understand the customer's requirements then we can map the correct deployment for them, such as retrieving the VSA applications, automation, and database. The full process including the configuration and licensing is one week.

I rate the setup of Kaseya VSA a ten out of ten.

What's my experience with pricing, setup cost, and licensing?

Customers purchase the solutions because it is priced well. There are additional services that have an additional cost.

I rate the price of Kaseya VSA an eight out of ten.

Which other solutions did I evaluate?

We have compared this tool to others and it is good.

What other advice do I have?

I rate Kaseya VSA a ten out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer:
PeerSpot user
Harrie De Jong - PeerSpot reviewer
Consultant and Owner at Systra ICT
Consultant
Top 10
Good for automation of IT management; efficient and effective
Pros and Cons
  • "Provides efficient automation."
  • "The user interface is somewhat outdated."

What is our primary use case?

We are an MSP-managed service provider, and we use VSA and to automate our IT management for our customers so we can work more efficiently and effectively. We are customers of Kaseya. 

What is most valuable?

The valuable feature is more of a combination of Kaseya VSA, and Kaseya BMS. They have several products that work well together. For example, when you have an incident on a device, you can create a ticket on the device, enabling you to build up a bit of history regarding incidents.

What needs improvement?

The user interface is somewhat outdated. Kaseya BLS, for example, has a much more intuitive interface.

For how long have I used the solution?

We are currently in the process of implementing this solution and have been using it for three months. 

What do I think about the stability of the solution?

The solution is stable. 

What do I think about the scalability of the solution?

The solution is scalable, we have 15 users. 

How are customer service and support?

The technical support is quite good. 

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is not particularly difficult but requires some assistance which we received from the company. 

What's my experience with pricing, setup cost, and licensing?

Licensing costs are mid-range and I believe we get value for money. 

Which other solutions did I evaluate?

I compared Kaseya with other products on the market and found the functionality it provides suited our requirements. 

What other advice do I have?

Make sure that the software features fit your needs. There are numerous options on the market and they all have very slick presentations but you really need to ensure that the software is right for you. 

I rate this solution eight out of 10. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
System Administrator at a computer software company with 201-500 employees
Real User
Very useful for patch management, unlimited scalability, and good stability
Pros and Cons
  • "Patch management was very useful. Backdoor access to the clients was also very useful."
  • "Its scripting language kind of sucked. They have their own version of PowerShell inside VSA. if you want to reach out and grab endpoint information, for instance, to know how many end devices have a program installed, you actually have to write a script for that. It wasn't like how it is in CrowdStrike where you can just do a search, and it just happened. In VSA, you have to write your own script to do it. In terms of new features, an integrated MDM for mobile devices would be awesome."

What is our primary use case?

I used it in my previous company. I was on client support. We had about 300 clients, and each one of those clients had from 10 end-users to 300 end-users. We were using VSA in order to manage those end-user devices.

What is most valuable?

Patch management was very useful. Backdoor access to the clients was also very useful.

What needs improvement?

Its scripting language kind of sucked. They have their own version of PowerShell inside VSA. if you want to reach out and grab endpoint information, for instance, to know how many end devices have a program installed, you actually have to write a script for that. It wasn't like how it is in CrowdStrike where you can just do a search, and it just happened. In VSA, you have to write your own script to do it.

In terms of new features, an integrated MDM for mobile devices would be awesome.

For how long have I used the solution?

I have been using this solution for two years. 

What do I think about the stability of the solution?

It is very stable.

What do I think about the scalability of the solution?

VSA is unlimited in terms of scalability.

How are customer service and technical support?

They are knowledgeable, but they are not so much responsive. They are definitely more responsive than IBM. The IBM cloud management support sucks.

How was the initial setup?

VSA is not as complex as Intune, but it is still somewhat complex and not very user-friendly. CrowdStrike is friendlier in deployment than VSA.

What's my experience with pricing, setup cost, and licensing?

It depends on what products you want. Kaseya loves packages, and if you are packaging, it is more affordable. If you're not packaging, it tends to be a little bit more expensive than others.

What other advice do I have?

I would advise others to definitely do onsite or virtual demos, and make sure they are asking about everything. They should make sure to get a demo of the product doing what they are planning to use VSA for. This way they can see how much work is going to go into implementation.

I would rate Kaseya VSA an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Systems Engineer at a tech services company with 51-200 employees
Real User
Top 5
A reasonably scalable solution that offers patch management capabilities to its users
Pros and Cons
  • "The most valuable features of the solution are its ability to offer control remotely to its users and provide patching capabilities to users."
  • "The technical support of the solution is an area with shortcomings that needs improvement."

What is most valuable?

The most valuable features of the solution are its ability to offer control remotely to its users and provide patching capabilities to users.

What needs improvement?

The technical support of the solution is an area with shortcomings that needs improvement. The solution's technical support should respond more efficiently and quicker. If we ever encounter issues in our company, the technical support takes too long to provide the proper resolution.

For how long have I used the solution?

I have been using Kaseya VSA since around 2018 or 2019. I use the solution's latest version. My company is a reseller of the solution.

What do I think about the stability of the solution?

Stability-wise, I rate the solution a seven out of ten.

After some upgrades of the solution, if our organization encounters issues or concerns with the device or the solution, Kaseya's technical support team cannot handle our issues. Kaseya's technical support, whatever issues we face, will be fixed after the upgrade in the solution, so they do not provide an immediate resolution to the issues we face.

What do I think about the scalability of the solution?

It is a very scalable solution. Scalability-wise, I rate the solution an eight out of ten.

In my organization, more than ten people use Kaseya VSA.

How are customer service and support?

I rate the technical support a five out of ten.

I am not entirely happy with the technical support team of Kaseya.

How would you rate customer service and support?

Neutral

How was the initial setup?

On a scale of one to ten, where one is difficult and ten is easy, I rate the initial setup an eight since it was fairly easy.

The solution is deployed on the cloud and on-premises. You need to provide a dedicated server to Kaseya VSA for the on-premises version. I have no visibility over whether the solution was configured or installed using which cloud provider.

The time for the deployment phase of the solution depends on how many agents one wants to install. If there are too many agents to be installed, it takes over a month, but if only 100 agents or lower than that have to be installed, then it will not exceed a month.

The solution's deployment phase involves installing agents for which around five to ten staff members from my organization would be required.

What's my experience with pricing, setup cost, and licensing?

Though I don't have complete visibility over the solution's pricing, the solution is not cheap, from what I remember. The solution is on the pricey end.

What other advice do I have?

Those planning to buy the solution shouldn't expect quick support. It is the best solution for patch management and its ability to provide control remotely to its users. Kaseya does provide an update on the solution.

Kaseya VSA is not the perfect solution, and I know that there are no perfect solutions.

I rate the overall solution an eight out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
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Automation Team Lead at a tech services company with 201-500 employees
MSP
The most helpful solution for MSPs for supporting end-users and addressing environmental problems, but it needs better updates, patch management, and Mac support
Pros and Cons
  • "The most valuable piece of the puzzle for me is what they call Live Connect. It is the piece that allows you to support an end-user without having to take the keyboard and mouse."
  • "There should be more Mac support. Whenever a new Mac operating system comes out, the support is very limited. It takes them a while to get things up to date. We're seeing more and more people move to Mac from the Windows environment for various reasons, but their support for Mac is very limited. A lot of it might have to do with Mac itself, but there are ways to improve upon that. That would be my biggest thing for improvement."

What is our primary use case?

We use it for remote control, patch management, server monitoring, inventory, warranty, reporting, and automation. That's pretty much the gist of it, and there is a lot to that. Each one of these is very all-encompassing and very deeply rooted in the MSP world, and this is just the 30,000-foot view.

How has it helped my organization?

I come from a couple of MSPs, and it is the most heavily used piece. It allows us to support end-users and address alerts for problems within the environment. It is basically our eyes and ears into the environment.

What is most valuable?

The most valuable piece of the puzzle for me is what they call Live Connect. It is the piece that allows you to support an end-user without having to take the keyboard and mouse.

What needs improvement?

I've been a user of this tool for about 16 years, and I've seen it improve. One of the things that they need to improve upon is that when they roll out updates and patches to the system, they usually come with some bugs. Their QA needs to be a little bit better in terms of rolling out updates. 

In terms of features, I really would love to see their patch management improve. They do have a newer patch management module that's in beta that I'm actually testing, and that needs to be their primary focus for the near future. That would be my biggest takeaway.

There should be more Mac support. Whenever a new Mac operating system comes out, the support is very limited. It takes them a while to get things up to date. We're seeing more and more people move to Mac from the Windows environment for various reasons, but their support for Mac is very limited. A lot of it might have to do with Mac itself, but there are ways to improve upon that. That would be my biggest thing for improvement.

Their security should also be improved. Kaseya had a very big vulnerability exploited out in the wild in July last year.

For how long have I used the solution?

I've been using it for about 16 years.

What do I think about the stability of the solution?

I didn't have any issues specifically with the product itself. Based on what I've seen over the years, the issues are usually related to the infrastructure and the speed of the hardware. So, it wasn't the application itself; it was outside of the application.

Its performance over the years has got to an acceptable level. I don't have any complaints about its performance in 2021.

What do I think about the scalability of the solution?

It is absolutely scalable. It will max out around 15,000 endpoints. The sweet spot is 13,000 endpoints. From my experience, you start seeing performance lags with 15,000 endpoints. Ideally, we'd like to see a Kaseya server handle about 50,000 endpoints. I don't know when that's coming or if it's coming, but 13,000 to 15,000 right now is the sweet spot.

We have several hundred users who use this solution.

How are customer service and support?

I use their tech support often. If you open up a Severity 1 dire emergency ticket, they're very responsive. If you just open up a standard ticket, it usually will get fielded by somebody who will make the phone call and escalate it, and that bothers me. I wish that their tier ones were able to handle a little bit more of the basic problems, but they escalate it. It is almost like they're buying time. So, their support could get a little bit better, but if you're opening up a Severity 1 ticket, they're very responsive.

Which solution did I use previously and why did I switch?

I have not used any other solution.

How was the initial setup?

It is in the middle of the road or moderate. Some people who are not familiar with it might find it a little bit more complex.

If you're installing it on-prem, it is going to take at least a couple of days to put together the infrastructure and get the webserver and the SQL server going. Installing it on top of those would probably take another couple of hours. You can have something up and running with various people involved within a day. You just need a couple of people from different teams.

I take care of its maintenance. They usually put out a patch once a month. So, usually once a month, there is a downtime. A couple of years ago, they used to take five to seven hours. They're now down to about 30 minutes of actual downtime. So, the outage is not too terrible these days.

What was our ROI?

When we were without it for a short time in July when everything shut down, it was difficult to support our customers. We could do it, but something that used to take less than a minute was taking 5 to 10 minutes. It is probably the most helpful tool in any toolbox for the MSP world.

What's my experience with pricing, setup cost, and licensing?

With the on-prem, you buy the agent license. That's a one-time fee, and it varies depending on how many you have. You also pay annual maintenance on the number that you have. So, there are two fees involved: a one-time fee and a recurring fee.

I don't know its price. I've priced out some other ones that were more expensive, but we may have been grandfathered in. Both companies that I was at were already users of the system, and we may have had different pricing.

What other advice do I have?

I would advise others to leverage their professional services. We've used them while doing some migrations from one piece of hardware to another. They're very good. They're very thorough. They do take the additional time to sit down with you and lay the plan out. 

It was early 2020 when we were migrating from an old piece of hardware to a new one, and we had to move the database and everything over. We engaged their professional services. They were very helpful, and it went very smoothly. I was really happy with the product plan.

I would rate it a seven out of 10.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
Information Security Consultant - Security Operations Center (CISO) at USEZER
Real User
Makes it easy to manage devices, has a lot of useful features, and is inexpensive
Pros and Cons
  • "I like the Live Connect module provided by Kaseya. It is a powerful module. I also like the Agent Procedure module. We work with it most of the time."
  • "Our main concern is related to security. Kaseya had a ransomware attack a few months ago, and it was a big concern for us because Kaseya was the main RMM tool that we were using. We faced a lot of difficulties accessing our users and systems. So, security is our main concern."

What is our primary use case?

Most of the time, it is used for remote desktop, but we also use it for running scripts, patching services, and auditing purposes.

Currently, I am working with the SaaS version, but previously, I have worked with the on-prem version.

How has it helped my organization?

We can easily deploy agents to a bulk of devices, and we are able to manage devices remotely. We can easily get the required information. For example, if we want to get the serial number of a server, we can get that data with two or three clicks. This is the biggest benefit.

What is most valuable?

I like the Live Connect module provided by Kaseya. It is a powerful module. I also like the Agent Procedure module. We work with it most of the time.

What needs improvement?

Our main concern is related to security. Kaseya had a ransomware attack a few months ago, and it was a big concern for us because Kaseya was the main RMM tool that we were using. We faced a lot of difficulties accessing our users and systems. So, security is our main concern. 

I would like to see mobile device management and mobile application management functionalities similar to Microsoft Intune. They probably had a module for this, but I don't know whether it is continued or discontinued. If they have such a feature, it would be good for customers.

For how long have I used the solution?

I have been using this solution since 2011.

What do I think about the stability of the solution?

The stability of the SaaS version is acceptable. Except for the ransomware attack, there were no major incidents. The on-prem version had a lot of performance issues, but they have fixed those issues in the current version.

What do I think about the scalability of the solution?

I am working with a startup company, and we have 20 people working on the SaaS solution. At my previous workplace, we had Kaseya, and we had more than 250 users using the platform.

How are customer service and support?

While using the on-prem version, we had to contact their technical support. They were friendly, and they provided the required support. We have had some issues in the past with the priority of the ticket where from Kaseya's point of view, it was a minor issue, but from our point of view, it was a major issue.

It takes time to contact the account manager in this region. For Australia, they have an account manager in Sydney or New Zealand.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

I have been working with Kaseya from the start.

How was the initial setup?

We are now using the SaaS version, and we can configure it in a few hours or half a day. The on-prem version, which I haven't used in a while, takes longer. It is not as easy as the SaaS version, but anyone with the basic knowledge of the configuration apps can set up the system. You don't need high-level engineers. The on-prem setup can take up to two days. For the on-prem version, we need at least three engineers. There were several issues with the on-prem version, but they seem to have fixed those.

It is easy to manage. For on-prem, you need to take care of the agent updates. You need to maintain the server side, the database side, and the application side.

What was our ROI?

We are a managed IT service provider, so we get more benefits when we use Kaseya.

What's my experience with pricing, setup cost, and licensing?

It is not expensive. Anyone can afford it. Most of the time, we get a discount for licenses. We had about 5,000 agents, and we received a discount on the price.

There is only the licensing cost. If you use the on-prem version, you also have the infrastructure cost.

Which other solutions did I evaluate?

We had plans to use only Kaseya, but after the ransomware attack, we are considering an alternative solution or moving to another stable product because the impact of the security breach was very high. We have done some research regarding RMM tools, and feature-wise, Kaseya is better for us. Other solutions can't match its features. They have features, but they are not completely aligned with Kaseya. That's the only reason why we have still kept it, but most probably, we will move to a Microsoft product.

What other advice do I have?

I would rate it an eight out of 10. It is a good product. All features are useful and user-friendly, but security is our main concern.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
Buyer's Guide
Download our free Kaseya VSA Report and get advice and tips from experienced pros sharing their opinions.
Updated: March 2024
Buyer's Guide
Download our free Kaseya VSA Report and get advice and tips from experienced pros sharing their opinions.