Datto Reviews 15

It's a shame that you don't have ZERO Stars as an option. Signed up as a provider of their service for my clients over a year ago. Technical support was terrible getting just the right link to install the purchased service as they provided me with the wrong link right from the beginning.

However the BIGGEST ISSUE! The retention policy can not be adjusted and the default is ONE YEAR thus about 6 months I was being invoiced for more than DOUBLE due to storage overages assessed.

WHO NEEDS TO RESTORE FILES FROM OVER A YEAR AGO? SCAM

We have been a customer of Datto / Kaseya for several months now and must conclude that this provider has failed massively on technical, organizational, and legal levels.

The RMM solution (Remote Monitoring & Management) provided by Datto repeatedly proved to be unreliable and non-functional in our environment. Critical features such as remote access, automation, and agent stability failed regularly. Several support tickets regarding these issues were either closed without comment or simply ignored – despite multiple escalations. A permanent fix was never delivered.

Communication with support is virtually non-existent. Inquiries are – if answered at all – met with vague standard replies. Response times are unacceptable, responsibilities remain unclear, and even serious technical deficiencies are not taken seriously. On numerous occasions, we have seen tickets being systematically ignored or silently closed.

One particularly alarming incident involved a Datto employee illegally and without prior notice listening in on a confidential phone conversation, only to intentionally terminate the call minutes later. From our perspective, this constitutes a clear violation of German criminal law (§ 201 StGB, § 88 TKG – Confidentiality of the spoken word / Telecommunications secrecy) and has been reported to the relevant authorities.

In addition, we experienced intense internal sales pressure to sign an amended contract, under circumstances we regard as coercive and misleading – potentially meeting the legal definitions of attempted coercion and fraudulent misrepresentation. These incidents do not appear accidental, but rather systemic in nature.

We have since terminated the contract with immediate effect, suspended all payments, and initiated legal action.

Any attempt to work professionally with this provider has failed catastrophically.

I want to remove the star as they are not worthy of any.
Support constantly defers to KB articles that do not address my question. They are always vague and do not provide a direct answer. When you purchase a product and describe your circumstances, the limitations are not mentioned. After the product is installed, even though the functionality is in the portal, Datto will tell you this is a known issue and they can't help you. Time to move away. DO NOT USE THIS PRODUCT.

We have had nothing but poor customer service and overcharges and billing errors since we began using them in March 2023. Just this weekend, we received a "billing discrepancy" email from them where we supposedly owed them for something we hadn't paid for. Reviewing all of our invoices shows that we have paid for the licenses each month. I would avoid this company at all costs! Their billing department doesn't respond to discrepancy requests, either. Going to our credit card company to dispute the charges.

The user experience is terrble. For the price they gouge from you you'd think that they'd make an effort to be slightly better than bottom-of-the-barrel, but that's just how they do business.

Do not use this company, will not help sme’s only interested in money and contracts.
Look for alternatives reviews say it all!

Forget the customer service, you get NO service at all... Money for nothing is what I would call it now. I've tried to recover data and this was a failure on all large capacity accounts. Essentially you are paying for nothing. You have no protection and you are likely to find that out when you need it the most. I've give this company many opportunities to fix the problem. Absolutely nothing cam out of it. I regret paying for 80+ user seats for many years to these scammers!

Since being bought by Kaseya, they are implementing business processes that alienate small businesses. They refuse to allow seat counts to go down, won't discuss any temporary uplifts in seats counts for a temporary project, the billing has been inaccurate (always higher, sometimes double) and the account managers keep trying to push 3-year deals of other Kaseya products but do not act in our best interests. Every time I log into Autotask or Datto RMM I'm plagued by popups asking me to try this or sign up to that, or attend this, and there's no way to dismiss notifications permanently.

I have to say that I went into my partnership with Datto with very positive expectations. I felt that I really connected with my "soon to be" rep, and the Cloud Continuity product, which has a BMR restore function, looked very promising. The wholesale pricing was fair, and the NFR offerings okay. I thought that I had gotten accurate answers to all of my questions, so I moved forward and started migrating users to Datto. The first red flag was that in less than a month, they changed my rep on me. He advocated to stay my rep, but they turned him down. Now, I just noticed in the console, once again my rep was changed on me. Nobody called me to tell me about this and if I didn't check my console, I would never have known. Over the next few months, I deployed many Cloud Continuity endpoints and one SIRIS. There were a few things that came up where I found that things that the initial rep had told me were completely inaccurate. For example, the rep told me that the Cloud Continuity product had the ability to virtualize in the cloud and the end user could work remotely until his "failed hardware" is replaced. This is not accurate! You can in fact virtualize and log in to the virtualization remotely, but the virtualization is not intended to work in it like it is in the SIRIS product. It is just for testing purposes, for example, to make sure that the BMR will boot. So, the sales team does not always have the correct information, and when I sell a product to an end user based on inaccurate info and then I can't follow through on those promises, it makes me look bad! This really left a bad taste in my mouth, but I chalked it up to improper training rather than the rep being intentionally deceitful. Moving on to the product itself. Initially, I did run into various issues, but the support team was always available, quick to answer the phone, and was usually able to resolve any issues quickly, so it was just a blip... but now that I've been using/selling the product for more than a year, the "cons" have become very apparent. First, the BMR portion of the backup constantly gets "broken" by Windows Updates, which in turn requires a "forced differential merge" to fix it. Up until recently, that meant I had to contact support to initiate it. When you have a lot of seats running this product, this can become a real hassle. To give Datto credit, they did add the ability for me (the reseller) to now initiate a differential merge through the console without having to contact support, which is better, but still annoying that it happens so often... you really have to be on top of the backups, because if you don't fix this issue, you will not be able to do a BMR with a recent backup until you do. Also, and this one is a biggie, I have already had 4 cases where I needed to use the BMR function (for 4 different end users). Only the first BMR went very smoothly with no issues. The other 3 were a real pain in the $#*!. There were either issues booting into the Datto Restore Utility (which is linux based), or I was able to boot into the restore utility, but when I tried to initiate the restore, I would get some sort of error, for example, "generating minimum volume sizes failed" is a common one. This required calling into support and having to figure out a way around it. Let's skip forward to the point where either support got me to the next step, or I got there by myself. Now the Bare Metal Restore is in progress, which is done by transferring data over the internet…. I have never seen the transfer speed exceed 1.5MBPs and I have tried it from multiple locations using various internet service providers. This is absolutely ridiculous! At those speeds any BMR will take DAYS to complete and if you tack on the time you have to spend with support to get the restore going in the first place, a BMR could take a week or more! The whole point of a BMR is to keep downtime to a minimum. This is a deal breaker for me! At this point, If I cannot get assurances from Datto that these issues are being addressed in the very near future, I will be cancelling all my endpoints and moving to another product.

The company does not have any real support when it comes to billing issues, they generate invoices but need to review the invoice before they release the invoice but will send you a notice on the same day that the invoice has been generated and not release telling you that you have missed a payment , when you email billing@.....com the relpy is slow and they will refer you to your account manager who in my case is a mpetretta (as advised my datto billing ) but the account manager does not reply to any email i have been waiting over a month for a reply

Datto's Backupify is probably one of the worst SAAS solutions I have used. It used to be rock solid when standalone, but deteriorated when it moved to Datto.

# Portal is klunky (at best) - you need to go to the classic portal to find things like billing, its been like this far longer than a "transition period" would justify
# Raising support tickets is painful due to its disjointed account structure
# Tech support tickets can take an age to be resolved

Worst of all though, if you get stuck (as I am now), no one is interested. I have a Customer Success Manager who has never contacted me, nor responds to my emails for help.

Avoid

As an IT support professional for over 30 years, I remember the decades we lived in with unreliable and time consuming backups. Once I discovered Datto a few years ago, those problems ended. Datto has a broad suite of BCDR products and they take almost no "babysitting." I am notified via email each day and know withing seconds if my backups were fully successful or not. And its rare that a backup fails.

Good software to use as RMM, but if you have issues with it , be ready the support doesn't exist, but instead the sales representatives are emailing all the time and if you ask them to direct your message to the technical department, they are saying that they will do it but we never had a reply back .

My business is purely data driven - we do online drop-ship – so the need is high to have total business continuity

Back-up is just a file, Datto is your whole architecture in the cloud; which you can easily spin-up when the need ever arrises

Without it, you're just gambling...