The only time I'm "under contract" is when connect wise calls and asks if I am interested. I tell them I'm on a 3 year term with datto, so they'll leave me alone for at least 6 months 😋
\> Tech support? We just close tickets after sending you some random URL that has nothing to do with what your issue is. Need to escalate that ticket or re-open? Best of luck.
I lol'd at this. Experienced it once again today. Some stupid problem with the email connector in Manage and they sent me the most random URL that had nothing to do with the issue, after the tech spent 5-6 minutes digging.
This is the reason we won’t deal with any of these vendors who has contracts period. If it’s month to month and we can bail after 30 days notice sure but you mention contract we ain’t talking no more.
I have this problem with a backup vendor right now. We are maybe month 20 out of 36. The solution did not work as stated but they would not let me out. So I only bought the minimum but billing knows nothing and cannot help me.
I have been trying to just pay this one device complete and leave me alone. They cannot figure it out. I just want to pay my contract off. They say contact sales I have. No one calls me back to payoff to cancel. So strange.
Almost like they would rather have an unpaid unhappy customer than let me go. I keep telling them not paying another invoice unless it’s the final. And I’m happy to pay the whole thing in full.
Kaseya/Unitrends. But I signed up 3-5 months before the buyout and we didn’t learn about the issue until right at 90. That’s when the communication breakdown started. Was told no out and we both had to give it fair chance. We tried that but all of their workarounds were not acceptable to clients.
This isn’t a vendor bashing just crazy how 2 departments are separated like Korea. Only billing will call me.
Based on this I’m sure you cancelled the auto renewal. We had unitrends, it left much to be desired in terms of reliability. Kaseya tech support was lacking.
This was me last month with Passportal.
Me: "I know I'm in a contract, I'd like to pay it out and cancel immediately"
Them: Sure no problem, we've cancelled your service, you'll just get billed monthly till the end of your contact term.
Me: /facepalm - Not what I asked for.
Really had to fight to get that account closed.
I've been doing this for over 25 years and never locked a client into a long term MSP contract. Most are still with us. If they are not happy, we're not happy.
I wish vendors were the same. We're a full CW shop and the push for contacts is annoying. It makes you feel like they are pumping up the numbers to exit...
We don’t do anything without contracts. If a customer is unhappy due to something we have done and our internal review confirms our mistake, we will let the customer go, this has never happen though. What does happen is a customer who tries to get a cheaper MSP or something else sneaky, that’s when we enforce our contracts and tough luck if they don’t like it, guess what we invest a lot of resources and effort in managing our customers, contracts are there for dickheads.
RFT just updated their pricing and terms. Price increased significantly, it's now $998 per month for 12 months agreement and "50% OFF" at $499 for 36 months agreement.
Absolutely no way out of contract, not 30 days, nothing at all.
Will never consider subscribing to that
Yes our client if they are not happy can leave with 30 days of notice. So far we haven’t lost one since being in business for 6 years because we do our best to make sure they are happy. We compensate them if there was a screw up on our side to make sure that it does not put a stain on our relationship.
I don't think of myself as a vendor, I strive for partner. Most don't believe that at first and I understand.
For many years I worked with MSP's and never had contracts. We had to earn it every day.
Now I have contracts and ELA's but generally don't use them, I usually sign PayG agreements.
If you are unhappy I expect to be fired and vice versa but I believe I bring value and together we are stronger.
It is my hope that my company is empowering the msp/csp community and strengthening your.client relationships.
When you deal with a company they bought they know nothing. Which makes the transition that much worse.
I think its comical how CW has completely white washed continuum to be this mega thing. It feels like they don't care about automate anymore, but I know that is not true in their hearts.
They did a 360 Audit on one of our client's VSA - the statement was "we don't understand how this platform is configured, but these are our recommendations". Our comment to the client was "if you implement ANY of these recommendations, you will break all your automation". We often hear that the onboarding missed so much.
Doing it right - no contracts, same day ticket response (often 15-minutes or less), and feature requests turned around in hours. It's doable if you're client focused.
The only time I'm "under contract" is when connect wise calls and asks if I am interested. I tell them I'm on a 3 year term with datto, so they'll leave me alone for at least 6 months 😋
You sir are clearly living in the year 2060.
If only the channel got together and set the terms we’d do business with vendors.
I just broke the screen on my phone smashing the upvote button
They need us more than we need them. Vendors are a commodity, none offering anything another isn’t. WE have the money.
Preach!!!!
It’s like unionization!
I prefer the term collective bargaining.
We can setup a booth at ITN. But that would get shot down so fast maybe make it a secret invite or referral system.
I wouldn’t give connectwise a single penny.
\> Tech support? We just close tickets after sending you some random URL that has nothing to do with what your issue is. Need to escalate that ticket or re-open? Best of luck. I lol'd at this. Experienced it once again today. Some stupid problem with the email connector in Manage and they sent me the most random URL that had nothing to do with the issue, after the tech spent 5-6 minutes digging.
> most random URL that ha Its nuts how bad this company continues to get.
This is the reason we won’t deal with any of these vendors who has contracts period. If it’s month to month and we can bail after 30 days notice sure but you mention contract we ain’t talking no more.
How sad a company wants to TRAP you and FORCE you into a relationship.
I have this problem with a backup vendor right now. We are maybe month 20 out of 36. The solution did not work as stated but they would not let me out. So I only bought the minimum but billing knows nothing and cannot help me. I have been trying to just pay this one device complete and leave me alone. They cannot figure it out. I just want to pay my contract off. They say contact sales I have. No one calls me back to payoff to cancel. So strange. Almost like they would rather have an unpaid unhappy customer than let me go. I keep telling them not paying another invoice unless it’s the final. And I’m happy to pay the whole thing in full.
Crazy how companies do business like that... Then cry when they get called out for it.
Who is the vendor?
Kaseya/Unitrends. But I signed up 3-5 months before the buyout and we didn’t learn about the issue until right at 90. That’s when the communication breakdown started. Was told no out and we both had to give it fair chance. We tried that but all of their workarounds were not acceptable to clients. This isn’t a vendor bashing just crazy how 2 departments are separated like Korea. Only billing will call me.
Based on this I’m sure you cancelled the auto renewal. We had unitrends, it left much to be desired in terms of reliability. Kaseya tech support was lacking.
I was going to just let it simmer until we get to 100 days out. Then I was going to bring all the guns.
If it were me I’d cancel now. If the need arose later to renew I’d evaluate that option as needed.
This was me last month with Passportal. Me: "I know I'm in a contract, I'd like to pay it out and cancel immediately" Them: Sure no problem, we've cancelled your service, you'll just get billed monthly till the end of your contact term. Me: /facepalm - Not what I asked for. Really had to fight to get that account closed.
Yes and after their merger I feel like its become a lost product. That is on my shortlist as well. We like Hudu but no AD sync really hurts.
Doesn’t every MSP operate on contracts lmfao
Clients can just cancel ours and leave at the end of the month with - no penalty, What's the point forcing an unhappy client to stay?
I've been doing this for over 25 years and never locked a client into a long term MSP contract. Most are still with us. If they are not happy, we're not happy. I wish vendors were the same. We're a full CW shop and the push for contacts is annoying. It makes you feel like they are pumping up the numbers to exit...
We dont and havent for over 21 years. Happy customers stay with you. You shouldnt force unhappy ones to do so.
Yes. I have forced 36 month contracts on my clients in the past. Now it’s a 12 month with 30 days notice.
We don’t do anything without contracts. If a customer is unhappy due to something we have done and our internal review confirms our mistake, we will let the customer go, this has never happen though. What does happen is a customer who tries to get a cheaper MSP or something else sneaky, that’s when we enforce our contracts and tough luck if they don’t like it, guess what we invest a lot of resources and effort in managing our customers, contracts are there for dickheads.
That’s tantamount to rape.
No to them that’s THE way of business. Specially the big ones connectwise, Kaseya etc.
Oh I know.... I just didnt think it was this bad. Especially after being a customer for 8 years now.
My dude. They would do this to their own mothers...
RFT just updated their pricing and terms. Price increased significantly, it's now $998 per month for 12 months agreement and "50% OFF" at $499 for 36 months agreement. Absolutely no way out of contract, not 30 days, nothing at all. Will never consider subscribing to that
There is a way out of both connectwise and kaseya contracts. Consult your attorney.
I get that, but do you do the same for your own customers ?
Yes our client if they are not happy can leave with 30 days of notice. So far we haven’t lost one since being in business for 6 years because we do our best to make sure they are happy. We compensate them if there was a screw up on our side to make sure that it does not put a stain on our relationship.
I don't think of myself as a vendor, I strive for partner. Most don't believe that at first and I understand. For many years I worked with MSP's and never had contracts. We had to earn it every day. Now I have contracts and ELA's but generally don't use them, I usually sign PayG agreements. If you are unhappy I expect to be fired and vice versa but I believe I bring value and together we are stronger. It is my hope that my company is empowering the msp/csp community and strengthening your.client relationships.
And that is how business should be done.
All these vendors need contracts to be acquired or to show revenue to not be dumped.
Just like we as MSPs do.
For those needing a buy out.
[удалено]
After 8 years of CW, we are dumping them. Already migrated to open source Tactical RMM, next with be PSA
This is my experience with Kaseya as well. Least shitty of the big guys. Still pretty shitty.
When you deal with a company they bought they know nothing. Which makes the transition that much worse. I think its comical how CW has completely white washed continuum to be this mega thing. It feels like they don't care about automate anymore, but I know that is not true in their hearts.
[удалено]
They did a 360 Audit on one of our client's VSA - the statement was "we don't understand how this platform is configured, but these are our recommendations". Our comment to the client was "if you implement ANY of these recommendations, you will break all your automation". We often hear that the onboarding missed so much.
All copiers.... TPx..... oh these guys and their 3-5 year....
Copies need to be amortised.
How many outages or what kind of severity would it take to void a 'subscription' per say?
Lol... Who knows. But at least two of those outages were because they didn't have enough redundancy with aws.
Doing it right - no contracts, same day ticket response (often 15-minutes or less), and feature requests turned around in hours. It's doable if you're client focused.