Fred Voccola, CEO of Kaseya, apologized overnight to the MSPs, telling them that both the SaaS and on-premise versions of the VSA tool will be inaccessible until Sunday.
“The fact that we had to turn VSA off is very disappointing to me personally,” Voccola said in an emotional video posted on Kaseya’s website at 2:45 pm ET Thursday. “I feel like I am leaving this community in the lurch, I have let my company down, [and] our company has let you down. And that won’t go away. “
Kaseya decided not to restore access to VSA SaaS as planned late Tuesday after outside engineers and consultants, as well as in-house IT staff, suggested adding additional layers of protection to VSA to protect against issues the company may not be able to foresee. Kaseya said that Bugs exploited during Friday’s cyber attack have already been fixed, and the delay is to address other potential issues.
“It is my decision to do so,” Voccola said in the message emailed to customers on Wednesday. “It was my decision, and nobody else’s decision, to pull yesterday’s release [Tuesday] that we set out to make … This was probably the hardest decision I had to make in my career and we decided to pull it … to make sure it hardened as much as possible for our clients. “
Voccola said he was “very confident” that the 36,000+ MSPs using the cloud or on-premise version of the company’s VSA Remote Monitoring and Management (RMM) tool will be back by 4:00 p.m. ET on Sunday will go online. REvil took advantage of a flaw in Kaseya’s on-premise VSA tool to compromise nearly 60 MSPs, encrypt data, and demand ransom payments from up to 1,500 of their end-user customers.
A Kaseya spokesperson told CRN on Wednesday afternoon that agencies and private groups testing VSA SaaS had recommended the company take additional steps before the product is made available online again. The on-premise version of VSA subjected the patch for the vulnerability exploited by REvil to both internal quality assurance measures and several independent penetration tests by third parties.
“Nobody at Kaseya wanted that to happen,” Voccola said in an almost 10-minute video message. “Neither of you wanted that to happen. We love our customers and it annoys me when we do things to hurt them. Especially when it is something like that where we have fallen victim to criminal acts and that affects everything. ”
Voccola said Kaseya will provide direct financial assistance to the MSPs who have been paralyzed by the REvil cyberattack. The New York and Miami-based IT service management company also plans to deploy its professional service team and outside consultants to deploy licenses, payment delays and other arrangements to meet the needs of MSPs that have been out of business for days.
“Throwing money at problems doesn’t always solve them. We get it, ”said Voccola. “It’s better than not throwing money at them, but it doesn’t solve it.”
As for the Kaseya VSA recovery schedule, which has already been delayed by more than a week, the CEO of a Kaseya MSP customer is “over”. “We don’t care about the timeline delays anymore. We just want to make sure it’s done right, ”said the CEO, who didn’t want to be named.
“When I saw his video this morning and thought, ‘Oh my god’. You feel with him. You can see the pain and suffering he went through, ”said the CEO. “It was like he was in the war room, which he probably was, with just a camera to put this video together. It looks like he’s rolled up his sleeves and brings it all together. “
The CEO said Kaseya provided its MSP with a detailed runbook on what MSPs need to do to prepare customers for VSA’s relaunch this Sunday. “The runbook is a detailed recipe for what to do with pictures, security documents, and things we should be doing. You have given a lot of thought, ”he said. “I rather make sure that we do it right because the worst that can happen is that it goes out and then goes down again.”
To his surprise, Kaseya also hands off many security tasks to MSPs that they must complete before their end users can restart Kaseya.
“So I assume that Kaseya will give me [VSA] back to how i left it right? But what they did for their security checkpoint is they give us a whole bunch of things to check. They are basically saying, ‘Don’t take our word for it. We want you to go through these safety issues, which is not much, to make sure everything is as it should be. ‘ So we have a few things to check, ”said the CEO. “In addition, all services were deactivated when we received our software back. So they want us to go out and turn on some of the customers and test ourselves to be sure. “
The CEO said he was actually in favor of Kaseya asking MSPs to do several key tasks themselves to make sure VSA is running smoothly because “we are Kaseya customers, but our customers are our customers.”
“I really like this approach because now we can check a few things. Then we can turn on some of our clients to make sure everything is properly synced and words are correct. In contrast, it comes back, something goes wrong and now we have tons of people with problems, ”he said. “This is a very cautious approach and we have to put some of the burdens on because they really are our customers. I appreciate the caution and I like the idea of giving us a safety book to actually check what they did before we publish it. “
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