Kaseya drops high-watermark pricing and mandatory contracts, pushes AI ticket triage

At Kaseya Connect 2026, the first under new CEO Rania Succar, Kaseya laid out an AI layer it calls Kaseya Intelligence, a unified data layer meant to let its products (Autotask, Datto RMM, Datto BCDR and its SIEM) share context in real time. According to a June 18 analysis by Omdia, Kaseya also said it has eliminated high-watermark pricing, dropped mandatory multi-year contracts and reduced support friction, after earlier policies strained relationships with its MSP partners. Kaseya serves more than 40,000 customers and is preparing for an IPO.

This matters to businesses because a large share of small and mid-sized companies are supported by MSPs running on Kaseya tools. Changes in how Kaseya prices and contracts with MSPs eventually flow into what those MSPs charge their clients and how easily they can switch tools. Kaseya also made its SIEM generally available, priced per user with no data ingestion fees, and added backup features such as Azure Files backup and unified Microsoft 365 and Entra ID recovery.

If your MSP runs on Kaseya, ask whether the pricing and contract changes have lowered their costs and whether any savings are reaching you. Ask what AI automation, such as the new ticket triage agent in Autotask Ultimate, will actually do with your tickets and data, and who reviews its decisions. Kaseya reports 95% triage accuracy in production, but only 6% of tickets are triaged autonomously today.

Omdia's analyst noted that Kaseya's headcount was down 3% year over year and that many MSP-focused executives featured a year ago have since left. Platform stability and partner trust are both worth watching as the company moves toward a public listing.