Kaseya shakes up auto-renewal process

A letter from president and chief customer success officer C.J. Wimley says there is a 'desire' to make some changes

Kaseya is switching up its auto-renewal process claiming the move was after receiving feedback from customers.

A letter from president and chief customer success officer C.J. Wimley says there is a "desire" to make some changes to the mechanics of the process while maintaining the "core elements of the policy".

These include always receiving the lowest possible price for a renewal and the service not discontinuing without it being the full desire of the customer.

"In order to address some of the mechanics of the process while ensuring that the two core elements are maintained, moving forward, the following adjustments are being made, effective immediately," Wimley said in the letter, which was published on Kaseya's website.

The new policy will see all auto-renew agreements be renewed at the same number of months as the previous agreement.

As part of the change, customers may opt out of Kaseya's auto-renewal process during the term of their agreement by contacting their Kaseya account manager.​​

They will also now be notified 90 days before the renewal date.

Wimley said: "As always, Kaseya is first and foremost a customer-centric company, and we will always listen to our customers and work with them with the goal of ensuring Kaseya customers achieve the highest levels of success possible."

The Kaseya EULA has been modified to reflect these changes.​​

It comes after Kaseya recently completed its acquisition of MSP service provider Datto for $6.2bn.

The completion of the deal, which was first announced back in April, means Datto's stock has ceased trading and the company is no longer listed on any public market.

Speaking about the acquisition, Kaseya CEO Fred Voccola said: "As we promised when we announced our intent to buy Datto, customers are going to see investment in innovation and integrations go up and prices come down.

"We are increasing our technical investment in our products to ensure that every one of them will be supported and integrated, with enhanced functionality. The end goal is to be the most affordable and best option on the market for our awesome customers."