Kaseya VSA vs. SuperOps.ai

This package is well suited for businesses of any size that needs a method of connecting to systems on or off the network. This is one of the few packages that doesn't require the end user to provide permission before allowing the techs to connect which is what my agency needed as we have a majority of our systems are used by "general public" that walk in our doors and if they are doing something that they are not supposed to it would be unlikely that they would grant permission for us to access the systems.

Incentivized

I would not recommend SuperOps.ai to a colleague due to, in my opinion, its unreliable service, frequent downtime, and poor customer support. In my experience, the platform has numerous bugs, missing essential features, and lacks proper integrations with key third-party tools. When issues arise, in my opinion, the support team is slow and unhelpful, making it frustrating to resolve critical problems. Overall, the service has caused more disruptions than solutions, and I would advise looking for more reliable alternatives. I believe it's a joke of a company.

• Scripting - Very powerful scripting engine that allows us to update/install applications and maintain PC's and Servers.
• Policy Management - Globally configured policies allowing us to make changes to thousands of PC's quickly.
• Monitoring - Monitoring engine allows us to Proactively respond to alerts quickly minimizing downtime significantly.
• Patch Management - This module requires minimal effort to manage and maintain.

Incentivized

• RMM automations
• Innovative multitasking via tab layout
• Scripting outputs and feedback
• Pace of development
• Accessibility of staff, support, and community
• Contract mangement

Incentivized

• The only area I can see where a lot of room for improvement can be made is in scripting of Agent procedures. Making operations more modular and able to be assembled by technicians who might not be strong in a scripting environment would be helpful. In the mean time, Kaseya has an entire site and a whole team of developers who write Agent procedures for common tasks and make them available for free to all Kaseya VSA customers.

Incentivized

• Unreliable uptime – Frequent outages disrupt operations.
• Poor support – Slow response times and unhelpful assistance.
• Limited integrations – Lacks compatibility with key third-party tools.
• Buggy interface – Glitches make navigation frustrating and inefficient.
• Downtime all the time

Excellent product with easy learning curve

Incentivized

I think this is a solid tool for enterprise IT, however it would be higher if Kaseya VSA addresses the areas raised around recent stability, their support team, multiple session & screen support etc. It does do it's main job and allows an easy way for IT to operate and is mostly fine.

Incentivized

In my opinion, SuperOps.ai is unreliable and inefficient. I feel frequent downtime makes it impossible to access critical data, and when issues arise, support is slow and unhelpful. In our case, we repeatedly requested access to backups, but they failed to provide a solution, leaving our business paralyzed during outages. Instead of streamlining operations, I believe it created more problems and wasted our time.

It was lots of back and forth email communication whenever I tried to solve my connection issues. I would send them detailed logs of the date, time, computer, and more of when I was experiencing connection issues. All I would get is an email back a few days later saying that they didn't find an issue in the service

Incentivized

We moved away from NinjaRMM for support of PowerShell scripting and APIs. Overall, the experience with NinjaRMM, though limited in features, was tenfold better than our experience with VSA. We have been desiring strongly to move away from VSA to N-Central (having been provided a full demo that we installed on our cloud infrastructure) but have been unable to do so due to Kaseya's draconian contract policies. It's important to note that NinjaRMM was allowing us to go month-to-month and switching to Kaseya VSA was one of the worst business decisions I ever made. It's equally important to note that, if you are considering Kaseya VSA, you will be locked into a 3-year contract that is nearly impossible to escape from once the documents are signed. SolarWinds N-central only requires a 1-year contract and then has month-to-month billing available. I can provide no good reason for anyone to consider Kaseya VSA when there are dozens of better systems out there to choose from.

We haven't seen this pace of development or support from any other player in the market both newer entrants and veteran competitors alike

Incentivized

• It has increased the efficiency of operational tasks for our technicians
• It has change the speed at which we are able to deploy updates and software patches
• It caused us to spend additional money on more security tools due to concern from breaches

Incentivized

• Has cut manual ticket routing by 50%
• Cut billing errors
• Ensured time tracked automatically made it on an invoice

Incentivized