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The letter addresses the mechanics of the process, while assuring partners this move is due to their feedback.

Allison Francis

August 11, 2022

3 Min Read
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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.

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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:

  • Always receiving the lowest price possible.

  • Not discontinuing service in the event of an error or oversight on the part of the customer.

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

  1. All auto-renew agreements are renewed at the same number of months as the previous agreement.​​

  2. Customers may opt out of the auto-renewal process during the term of their agreement simply by contacting their Kaseya account manager.​​

  3. Kaseya now notifies customers 90 days before the renewal date. The frequency of calls and emails during this 90-day notification period has increased 100%.​​

  4. The Kaseya end-user licensing agreement now reflects these changes.​​

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.”

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Allison Francis or connect with her on LinkedIn.

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About the Author(s)

Allison Francis

Allison Francis is a writer, public relations and marketing communications professional with experience working with clients in industries such as business technology, telecommunications, health care, education, the trade show and meetings industry, travel/tourism, hospitality, consumer packaged goods and food/beverage. She specializes in working with B2B technology companies involved in hyperconverged infrastructure, managed IT services, business process outsourcing, cloud management and customer experience technologies. Allison holds a bachelor’s degree in public relations and marketing from Drake University. An Iowa native, she resides in Denver, Colorado.

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