Kaseya — Local services in Miami

Kaseya is a scummy company that will keep invoicing you long after you have cancelled their service, and threaten you with collections even after repeated polite conversations with their reps! I used the Spanning backup service until summer 2022, then no longer needed it. I disconnected it from my data, and was not planning on renewing. Kaseya bought the company that year, then invoiced me under their new name without referencing Spanning, three months before my plan expired. It looked like a phishing scam so I ignored it. When they sent me a late payment notice three months later, I realized who it was, but I was unable to log in to their new website to access or cancel my service! I called and emailed customer service to cancel it, they said that the plan could not be cancelled unless written notice was given at least 2 months before the renewal?!... Such B.S.!

I told them their service had stopped working months before, and that the business that had the old Spanning account had stopped operating. Still, a year later, they reinvoiced me for that first renewal, plus a second annual renewal. When I politely reminded them that I had cancelled, they asked me to send them my old cancellation email again, "for their records". Apparently they somehow "lose track" of customer communications that are inconvenient for them. So I sent that old email again. Despite all that, two weeks later I get another late billing notice with a collections threat. Save yourself the hassle, don't ever give them your contact or...

Not a Partner for Growth-Oriented Businesses

Our company is currently experiencing rapid growth, and as part of that, we encountered temporary interruptions with our payment systems due to transitions with banks, payment providers, and internal restructuring. These are normal growing pains for scaling organizations.

Unfortunately, Kaseya handled the situation poorly. Despite a long history of timely payments, access to critical systems was suspended without direct communication or escalation. Emails were sent to an internal address that is not monitored for billing matters – despite previous instructions.

Ironically, their sales representative managed to contact me via LinkedIn during that same time to pitch new products, which proves that direct communication was possible — but apparently only when selling, not when resolving issues.

Shutting down core systems without understanding the business impact or verifying the context is not acceptable for a company that positions itself as a strategic IT partner. We were in the process of migrating our subsidiaries and acquisitions to Kaseya — thankfully, we didn’t go through with it.

Yes, we acknowledge our part in the delay, but the lack of escalation procedures and the aggressive account suspension were unjustified and damaging.

We will exit our contract as soon as contractually possible.

Bottom line: If you’re growing fast, look elsewhere. Kaseya is not equipped to support scale with flexibility, communication, or...

If I could give zero stars, I would.

Our experience with Kaseya and their IT Glue platform has been nothing short of a disaster. We signed up expecting a professional onboarding and a reliable product. What we received was months of missed implementation sessions, unresponsive support, and a complete lack of follow-through from anyone at Kaseya.

Despite repeated escalations and direct conversations with their team (who admitted the delays were their fault), no progress was ever made. They ultimately agreed to release us from the contract verbally — yet months later, they sent us to collections without warning.

IT Glue itself also failed to meet basic expectations: clunky setup, limited usability without extensive customization, and no real support to help configure it properly for our environment.

Kaseya's internal chaos, broken communication, and disregard for their clients’ time and investment is shocking for a company of this size. We wasted significant time, money, and resources on a service that never delivered even the bare minimum.

I strongly advise any organization considering Kaseya or IT Glue to think twice before engaging. Based on our experience, promises are made — but support and accountability are nowhere...