Kaseya Responds to Mounting Customer Concerns with Auto-Renewal Changes

Following partner feedback, Kaseya has made changes – rather significant ones – to its auto-renewal policy. Partners are, of course, on both sides of the fence, but a lot of the sentiment is … cautiously optimistic. It’s a particularly interesting move in light of the recent turmoil regarding the acquisition of Datto.

Kaseya’s CJ Wimley

In a letter, Kaseya president and chief customer officer C.J. Wimley says all auto-renew agreements will renew at the same number of months as the previous agreement.

Kaseya is doing this, according to Wimley, in response to feedback received from several MSP customers about their auto-renewal process. The company’s desire is to make some changes to the mechanics. Changes yes, but the goal is to maintain the core elements of the policy, the letter said. 

Auto-Renewal Policy Changes

The two aforementioned core elements include:

So, moving forward, the following adjustments are effective immediately:​

Customer-Centric Emphasis

In the letter, Wimley emphasized that Kaseya is first and foremost a customer-centric company. He also stated that they will always listen to their customers. Not only that, but work with them with the goal of ensuring Kaseya customers achieve the highest levels of success possible.

“We had hundreds of conversations with our customers and one thing that kept coming up was our contract renewal process,” Wimley told Channel Futures. “This was a concern for many of the smaller MSPs in particular, and we realized that we needed to take action based on the feedback. We want to be a true partner to our MSPs and do everything we can to support them as they grow their business.”

Wimley also stressed the company is committed to keeping the lines of communication open with customers so they can fully grasp their concerns and address them as needed. 

“We love talking with our customers, and if we need to have thousands of conversations to understand their concerns, we will. We’re listening, and we promise to continue to do so.”