Kaseya VSA Reviews

We actually use it for a few different purposes. We use it as remote control connectivity software, allowing us to troubleshoot and work with staff and customer computers on-site without having to travel to the locations. It is also used for patch management and software deployment. Instead of having to manually go out and do them on each computer, we run all of our Windows updates and Mac updates through Kaseya VSA.

When compared to what we were previously using, one of the most appealing features is that it combines remote control, patch management, and software management into a single portal. 

We had two different portals to do that with our previous software. We had a remote control software portal first, followed by an endpoint management portal. We would have to log into two different applications to accomplish the same task that we can do with just one portal with VSA which was one of several reasons we chose to use Kaseya VSA. 

Another major reason was with our previous version of patch management software that was primarily on-premises we were getting so much bloat on our hard drives from all the different patches being downloaded and saved that we were running out of space on those systems faster than we are on this cloud-based one.

One aspect we did lose when we moved from NetOp to VSA, is the ability to transfer sounds. In the past, if we connected to your machine and you were watching a video, we could hear exactly what was being played. Sound cannot be transferred using the cloud agent that they currently have. That is one area where we would like to see them improve.

The main difference would be the addition of audio transfer between the end-user and the remote connectivity software. That is the one critical piece that we are currently lacking.

The audio would be the only source of contention on that one.

We have been using Kaseya VSA since 2020.

So far, we haven't encountered any problems with it not working with anything. It's been extremely stable. Except for that one data breach, we haven't even experienced any downtime. Then we were offline for a week or a week and a half with that one.

With all of their features, I would say they are very scalable. If someone only wanted to do remote, they could use that portion of the system. We are probably only using about 35 to 40% of what we could be using with VSA. We just don't have what we need to take on the rest of it yet. They're missing some pieces, which prevents us from doing some of the work.

We have four administrators to monitor and approximately 170 staff, but this is installed on approximately 550 computers.

I would rate the technical support a five out of five.

They contacted me, did a screen share with me, and walked me through exactly where I needed to be. To make the change that I couldn't find myself.

Positive

Before VSA for the remote control aspect, we were using NetOp by Danware,  and for our software updates, we were using GFI LanGuard.

In terms of the initial setup, it's a bit of a mix. We had some help getting it set up. They assigned a team for us and walked us through our first deployment, getting everything set up. The complicated part was that there were a lot of menus at first, and some of the terminologies they used were a little different, and they're retiring some of them right now. For example, one of their areas is called Patch Management. A normal person would assume that's where I'm going to do all my patches. That is not the case. Patch Management was a legacy piece that they were trying to get rid of, it's all done under Software Management. There was a lot of stuff that this program can do at first, and being a newbie with it was a lot thrown at us right away. 

We have completed the training since then and are now VSA certified. Since the training and certification, a lot more of it makes sense as to why things are the way they are.

They built the backend, which includes our cloud portal, in a very short period of time. In order for us to deploy them, we probably had them up and running within two or three business days.

Overall, we estimate that our return on investment was around $2,300 per year.

We do a yearly license with them.

The cost appears to be determined by the number of computers on which the endpoints are placed.

We were looking at a price of $22.50 cents per user. That works out to $11,250 per year.

It was cost-saving, with our NetOp and GFI. It actually resulted in a $2,300 cost savings.

I understand that each case will be different. I would personally recommend VSA. There are many different pieces and modules that can be integrated into this. This would definitely be for a small to medium-sized or enterprise business, such as some of these home office businesses. I would not recommend this if there are less than ten computers in one location. There are probably cheaper items available for them that would serve them better. However, for an office with over a hundred users, multiple locations, and small IT tech teams, this has been an invaluable service for us to have.

I would rate Kaseya VSA a nine out of ten.

They do put a lot of things together. And they try to put everything on one portal, which is very convenient for the IT department because it allows them to see everything within the scope of one portal. I believe there is room for improvement in how they design their UI interface to make it more user-friendly. But, aside from that, everything has been great with them.

We have nearly 400 computers at the company but no full-time support tech, so VSA is our hub for everything. It's a tool for remote management. We want it to do software management, pushing out applications, antivirus, etc. We use it to manage all that to make our life easier and automate as much as possible. 

VSA installs an agent on every computer that allows users to create a help desk ticket with one click. That's why I chose VSA. Many users never create tickets when they have a problem. Sometimes I won't know about an issue until they run into me and say, "Hey, this has been broken for two months." 

This solution enables them to click a button and send us a ticket instead of waiting to see us or putting up with a problem. The most significant benefit for us is that anybody can instantly and effortlessly create a help desk ticket.

The UI could be streamlined. The menu has 18 options, but we only use three. It has a lot of redundant stuff. Software management, software deployment, patch management, etc., all do the same thing, but they're different programs and licenses. 

There are many ways to improve VSA's user interface. They should get rid of the junk we don't use. It would make it easier for my techs because they get lost in these menus. It would be helpful if I could customize the dashboard to turn redundant menu items off and move them out. 

Onboarding could be smoother, too. When I join a new device to the network, VSA should see it on the network and install all the software it needs to update the computer. In an hour or two you should be ready to use that PC, but it doesn't do that. 

There's a piece on our network that scans once an hour, so you need to wait for it to scan and deploy their agent. The software pushing just doesn't happen, either. Streamlining that deployment would save us a tons of time.

We've been using Kaseya VSA for about 17 months.

I give Kaseya VSA a C+ for stability. There's a gremlin there, and they know it. They've talked to me about it and know what it is, but they just haven't gotten it fixed. 

It'll become unresponsive and get stuck on a page while the queues are running. It's SaaS, so I'm sharing the server with multiple clients, so if somebody overloads the queue, I end up waiting.

Kaseya's support has a lot of room for improvement. I have had some trouble with them. I've had a ticket open for two-and-a-half weeks, and I get a reply every couple of days. I finally got through and got them to schedule a call with me later today, so hopefully, we resolve it.

The support is good once you get in touch with them, but the wait times have been terrible. I try to be understanding about turnover, etc., but I rate them four out of 10 now.

Neutral

Setting up VSA is difficult. I'm still not done configuring it. We deployed early last year, and I felt like we were getting a pretty good handle on it, but they got hacked by the Russians. I lost all momentum, and everything that was working isn't working now. It's been a struggle ever since, so I would say I still don't have it fully deployed 17 months later.

After deploying Kaseya VSA, we were able to reduce our IT by one full-time engineer. A level 1 tech makes upwards of $50,000 at our company, which is significantly more than the $20,000 we pay for a license each year.

We pay a monthly fee, but it's a three-year contract divided by 36. They don't offer a true SaaS plan where you can add licenses monthly as you go. The cost is $7 per person per month, and we are paying about $1,700 a month. 

I got to choose the solution and I went with Kaseya because of the help desk features. We also looked at SolarWinds N-able and Microsoft Intune. The biggest difference between it and other solutions is that Kaseya VSA has everything in one stack. If I went with a competing solution, I might need to buy one piece from one company and one piece from another. 

Then I would need to figure out a way to get them all to talk. Kaseya includes the help desk, the VSA piece, and IT Glue. That was the selling point for me. 

I rate Kaseya VSA six out of 10.

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.

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.

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.

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.

I've been using it for about 16 years.

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.

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.

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.

I have not used any other solution.

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.

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.

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.

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.

Our top uses are remote support, asset and inventory management, and patch management.  

The patch management and the remote support are very good, especially the remote support. There is a module built into the solution which allows remote control without necessarily interrupting the user. We could manage things in the background without them seeing or interacting with anything, which is a very useful feature. 

The response to bugs is slow and software improvement comes slowly too. The lack of response to our feature requests made it feel like they were going into a black hole. Additionally, when we encountered bugs or issues with the VSA, they were slow to respond to those too.

The solution could also use better management and functionality for file transfers. Now when you want to do file transfers, you can simply copy a file and paste it over. Sometimes that works, and sometimes it doesn't. I like to have a file transfer window because I can see the data tree on both machines, mine and the remote. This is an industry standard and I would like them to bring this feature back. I understand they were trying to make things easier but sacrificing this functionality isn't the way to go about it.

We have been using this solution for the past 12 months.

The stability is good, there was one occasion where the site was down and we couldn't do anything, but overall I have no complaints about that.

The scalability of the solution is good, it allows for rapid deployment of under an hour, whether for a smaller or larger number of workstations. We package in antivirus along with the remote control aspect, which allows very fast onboarding of clients at a basic level.
The probe functionality allows us to leave the probe on the domain controller and anybody connecting to the network would have Kaseya deployed to their workstation, and we receive an alert of the new addition. This is excellent for management and deployment.

Regarding our internal use of the solution, we had about 35 people using it. 

Customer support has been quite responsive. By phone I recall getting in contact with support within a few minutes, and opening a chat session was even faster, so I would use that option more than anything else. 

Positive

We primarily used LogMeIn before switching to Kaseya. The problem with LogMeIn is that although they provided remote control support and to some extent asset management, there was no robust reporting to give us the data we needed. This made us feel like we were being overcharged for the product. That being said, Kaseya is not cheap either, but we are getting a lot more for our money. That was the reason why we left a competitor and came to Kaseya.

The initial setup was a mix. Some visually poor UI elements complicated the process, while remote control of assets was straightforward. 

The deployment was very quick thanks to the incredible probe functionality. We would install a probe on the domain controller and assets would be checking in within minutes. 

You're going to pay for this solution, but you're going to get so much more out of it in reporting, asset management, and the ability to manage your clients. I would recommend giving Kaseya serious consideration and I would recommend implementing it. 

I consider Pulseway a viable alternative, but it's a bit too expensive. They don't have a probe functionality either, even though it has been frequently requested on their website. 

I would rate this solution a nine out of ten.

We use the solution internally, deployed to our own workstations as well as with our customers. There would be times while working on something where I would encounter an issue, and a network engineer could remote to my system to help get a solution quicker. We also use the solution for our own inventory management.
I would recommend Kaseya to any MSP, because their product is a little ahead of the innovation curve compared to the competitors.  
The ability to quickly onboard clients is phenomenal. I feel that compared to its competitors, the solution is not as complicated. You log into the portal, create an organization depending on the client, create an installer, throw it on the domain controller and let the software work for you.

I use VSA to create reporting, scheduling of agent procedures, remote control, and monitoring.

Kaseya is highly configurable. There's a new version, Kaseya X, coming out. There's a whole rewrite of the platform. The agent procedures are very configurable. Function-wise, you can run PowerShell scripts or deliver MSIs, and you can give a user access, such as admin rights, for ten minutes and then take it away. You can use a lot of different variables.

The patch management is also pretty good. The remote control is as good, though some of the other products are a little bit easier to get a remote control with.

I would like to see improved virtual infrastructure management. I would also like to see Azure plugins so that you can manage Azure from your Kaseya VSA and 365 management. And also automating things like password changes, email changes, and updating Azure accounts out of the box. There is something called PIA that does a lot of that and has a plugin with ConnectWise, so Kaseya should be adding those kinds of modules to manage. Another improvement is mobile device management. That's another hot topic. And also some type of SOC monitoring build.

I've used Kaseya for about 12 years. I used to work for Kaseya.

I rate Kaseya VSA's stability a seven out of ten.

VSA's scalability used to be pretty good. We've got quite a bit of performance issues at the moment, and I hope version ten is gonna fix that, but after the hack that happened about two years ago, our VSA has never performed the same. It's always been slower. The performance hasn't been the best in the last two years.

I've contacted support quite a few times since I joined my current company. Support for Kaseya has been a lot better than when I worked there. It was really good probably about a year ago, but recently, they're not as good. They've been a bit more standoffish with remote sessions.

I've used products like LabTech as well, now called ConnectWise Automate. I've got a lot of experience with that and also N-able. Kaseya VSA is definitely the most powerful out of the lot, but a lot of people don't know how to use it. VSA's functionality is an eight or nine out of ten, while ConnectWise Automate is about a five or six out of ten, and N-able is about a six or seven out of ten.

I've worked at Kaseya, so I understand the ins and outs of how the product works.

VSA is not difficult to install. One of VSA's good features is that it will build up the different modules or versions that you don't have, and it will apply all the fixes while building a VM. I've always found that feature to be good ever since I've used VSA. I've installed VSA at least 100 times.

The market's become more competitive. Kaseya's come down in pricing when I compare it to TeamViewer or other cheaper RMMs like LogMeIn. I don't know the pricing for N-able or ConnectWise Automate, but I think Kaseya's reasonable where it is at the moment. What you can charge customers these days for remote management and getting them managed is a balancing act. We still have a lot of ad-hoc clients. Kaseya's price point could come down some more to pick up more of TeamViewer's and LogMeIn's market.

Remote control used to see more functionality until Kaseya was hacked about two years ago. You could connect to the C: drive of a machine. It could open up an explorer window, which was quite handy.

I rate Kaseya's VSA a nine out of ten.

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. 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.

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.

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.

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.

I rate the technical support a five out of ten.

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

Neutral

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.

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.

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.

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

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

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.

I have been using Kaseya VSA for approximately 12 years

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

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.

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.

Neutral

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.

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.

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

I rate Kaseya VSA a ten out of ten.

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. 

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.

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

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

The solution is stable. 

The solution is scalable, we have 15 users. 

The technical support is quite good. 

Positive

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

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

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

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.