A visibly tired Kaseya CEO announced that VSA SaaS and local services would be back online on Sunday afternoon, in a largely off-script, sincerely and apologetically Address to his customers.
CEO Fred Voccola also announced plans to offer financial assistance to customers affected by the failure.
“We’re doing what we can,” he said, “I assure you, nobody at Kaseya wanted something like this to happen. None of you want it. We love our customers and it annoys me when we do things to hurt them. ”
According to the company, between 50 and 60 of Kaseya’s local remote monitoring and management customers were attacked by a REvil ransomware subsidiary on Friday. Well over a thousand managed service provider customers using Kaseya VSA have been infected with ransomware. As a precaution, the company quickly took SaaS services offline.
Kaseya originally suggested that SaaS already restored and a patch already released. Voccola addressed the delay and took personal responsibility in his message.
“The new release time, of which we are very confident, will be Eastern Standard Time early this Sunday afternoon. Well that’s a long time to be down I see … It was my decision, and nobody else’s decision, to withdraw yesterday’s release that we had committed, ”said the CEO of Kaseya.
Voccola said the company “locked down” all vulnerabilities exploited in the attack. However, consultants who helped with the recovery suggested additional new layers of security that Voccola wanted to introduce prior to release.
“That was probably the hardest decision I had to make in my career,” he said.
Voccola announced that Kaseya would provide assistance to customers who needed it after the attack in an offering modeled after a financial aid program the company launched after the COVID-19 hit.
“We will provide direct financial support to MSPs crippled by the REvil people and the new adversaries we face. We will also spend millions of dollars working with outside consulting firms and our own professional service team who provide licensed payment delays.
During his address, Voccola repeatedly expressed personal disappointment at the plight in which VSA was involved.
“It’s very different from the type of relationship we have with our customers, which is where we are business-critical,” he said.
As he succinctly sums up at the beginning of his video: “That sucks.”
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