r/kaseya • u/Potential_Scratch981 • 2d ago

Help desk/dedicated Tech termination ****ery

So for those who were also utilizing this service, I found out yesterday with no notice that Kaseya was terminating my Colombian technicians. My day to day workflow included them and now I am down three FTE equivalents. Special thanks to John Merchant for being so generous to let me know through my outgoing people that I can hire them directly. Because a smaller MSP is set up to handle the intricacies of international employment!

Oh and I was also informed by my outgoing techs that they were training people from the Philippines on my processes and customer data without my knowledge or consent. And were strictly told not to inform me about this.

Might be worth checking on this yourselves fellow redditors.

39 Upvotes

94% Upvoted

19 comments sorted by

4

u/Many-Kaleidoscope813 2d ago

:( welcome to Kaseya .

3

u/SaasNoobIQ0 2d ago

That is wild. If it makes you feel better, John Merchant has "open to work" on his linkedin so maybe you could hire him? or maybe he is also being further outsourced?

2

u/Potential_Scratch981 2d ago

Maybe my sarcasm didn't come through, or text doesn't convey the irony well from you, but I would reevaluate any vendor that wants to work with me if he's there.

4

u/SaasNoobIQ0 1d ago

I too was being sarcastic, internet stranger

3

u/EuphoricBeing4458 2d ago

Not just colombia they did the same here in India too.

2

u/Potential_Scratch981 2d ago

Are you on the NOC team or Help Desk?

1

u/[deleted] 2d ago

[removed] — view removed comment

1

u/brokerceej 2d ago

We're an MSP with staffing/EOR setup inside Colombia (20+ staff here). If you want to keep your guys in Colombia I may be able to help you out

1

u/Andr3sM8 1d ago

Hi! I sent you a DM

1

u/KaseyaOfficial Kaseya Official 1d ago

Hey u/Potential_Scratch981, thanks for posting this. We are ending the Help Desk as a Service offering, which is why the dedicated technician team is changing. Customers were notified by email on 10/14, and service will continue through 4/14/27. I understand our support leadership has been in touch with your team directly, and I’m following up by DM so you have the information you need to help with this transition.

On customer systems, the new team was never given access to any customer’s environment, and only the customer can grant that access. During training, they observed Kaseya technicians working remotely to learn about our support models.

0

u/thesobie 2d ago

I can’t wait to (if) get out from under the Kasey’s fuckery. VSAX is ass.

0

u/CraigFL 1d ago

Jesus, I'm sorry. If you don't mind my making a recommendation, reach out to Supportwave and see if they can hire these technicians and contract them to you. I've been working with them for a couple years now and they've been great. We actually had a similar situation a year ago and were able to have Supportwave handle it for us.