This solution is our RMM tool and we love the deployment features. We just develop a package for each dual client base that we have or for each client network, or actually in some cases we have two packages depending on if it's going to be a remote user or an in-house user. My partner sets up the packages and we install the packages on the computers as they come in and they do pretty much everything for us and get all the software installed. The only thing we have to do is put in a couple of passwords for the individual users and we're off and running.
Co-Owner at BizTech Plus
An efficient solution that is easy to scale and very adaptable
Pros and Cons
- "This solution is our RMM tool and we love the deployment features."
- "The solution is hard to use at first until you understand how it works."
What is our primary use case?
What is most valuable?
We used to use a different product and we've found that this solution is far more efficient for using the BMS and VSA and also with our documentation. This solution just made life a lot easier.
What needs improvement?
The solution is hard to use at first until you understand how it works. Once you gain an understanding of how it works, it's great, but it's not a five minute tutorial and you're off and running. You do need to spend some time to learn how to use it.
What do I think about the stability of the solution?
I would say the solution is stable. We haven't had any trouble since we deployed it.
Buyer's Guide
Kaseya VSA
October 2024
Learn what your peers think about Kaseya VSA. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
814,649 professionals have used our research since 2012.
What do I think about the scalability of the solution?
Scalability is easy with this solution, and you can always go up. However, it is hard to go down because, just like everybody else, once you get to where you have so many users, you can't remove them due to the contracts.
We're actually in the process of growing, and we are hoping to bring on another 45 to 100 endpoints in the next three to four months. We're also in talks with another company to bring on another 300 endpoints in the next nine months, and we're expecting to grow by maybe one technician.
How are customer service and support?
For us, the tech support has been mostly educational. We've had a couple of issues where things weren't working as we thought they should be and they've been very responsive. Plus the tech support has been great when we ask for training. My partner prefers to do everything by email instead of phone and we usually get responses from the team within an hour or two and resolution within the day as to figuring out what the problem is.
What was our ROI?
Our ROI is probably about six months. We started seeing real improvement in our efficiency at that point because we were still finding new things we wanted to do with the solution. We're actually still finding more things we want to do with it because we just ask, and all of a sudden, "Yeah. You can do that." It's like, "Oh, okay." It's been very adaptable for us in that aspect, and the amount of power it provides has just been amazing. I also note there are a couple of things on the horizon that might make it even that much better.
What's my experience with pricing, setup cost, and licensing?
I think VSA is like $4.00, but we got a deal on it, so it was under $2.00 per endpoint per month.
What other advice do I have?
I would rate this solution as a nine out of ten.
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Technology Consultant
Outstanding remote support and allows rapid deployment with excellent probe functionality and competitive pricing
Pros and Cons
- "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."
What is our primary use case?
Our top uses are remote support, asset and inventory management, and patch management.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
We have been using this solution for the past 12 months.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
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.
How are customer service and support?
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.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
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.
What's my experience with pricing, setup cost, and licensing?
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.
Which other solutions did I evaluate?
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.
What other advice do I have?
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Kaseya VSA
October 2024
Learn what your peers think about Kaseya VSA. Get advice and tips from experienced pros sharing their opinions. Updated: October 2024.
814,649 professionals have used our research since 2012.
System Administrator at a computer software company with 201-500 employees
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.
Senior Technical Engineer at Hitachi Systems, Ltd.
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:
RHS Tech Manager at a recreational facilities/services company with 10,001+ employees
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.
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 technical 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.
Systems Engineer at a tech services company with 51-200 employees
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
Business Development Manager at Microgenesis Business Systems
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:
Automation Team Lead at a tech services company with 201-500 employees
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.
Buyer's Guide
Download our free Kaseya VSA Report and get advice and tips from experienced pros
sharing their opinions.
Updated: October 2024
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