Kaseya VP and GM APAC on trust, Inky acquisition, and helping MSPs succeed

At Kaseya Connect in Sydney, Dan Garcia discusses how the company is building trust and helping their customers continue to be successful.

For Dan Garcia, VP and GM APAC at Kaseya, who was an MSP owner for 20 years, trust is “super critical” and a “huge imperative”.

Looking at the MSP community within Australia, Garcia said there are so many people that rely on the IT management platform to help them run their businesses.

“We're usually the number one expense for our partners on sheet from a tooling perspective,” he told CRN Australia at Kaseya Connect in Sydney.

“For many of these MSPs, this is how they put food on table. This is how they pay for this school fees. This is how they pay for the for the mortgage.

“If we get something wrong, we impact their way to earn money. This is serious consequences for MSPs and it's something that I take very seriously.”

Garcia referenced the company’s previous billing issues that impacted MSPs worldwide a few years ago.

“When there is a billing issue, we have to resolve it, because this could really impact the ability for putting food on table or paying the mortgage or whatever it may be,” he noted.

Since the billing issue has subsided, Garcia noted that Kaseya has made a lot of investments on the invoicing platforms.

“We made tens of millions, if not maybe $100 million worth of investments on our back of house system to make sure that we're not in that position ever again,” he said.

And if any MSPs are facing billing issues, Garcia highlighted their operation success team that specifically works and fixes billing problems.

"We have a team in region, in our Sydney office, that you can call upon, and we can get a resolution for,” he said.

Inky Acquisition

Earlier this month, Kaseya announced its acquisition of email security platform Inky, which is now a part of its Kaseya365 User package.

“I've already seen so many people excited by the announcement Inky that will have a huge increase in the amount of people that if they weren't on it, they will be now,” Garcia noted.

He said the acquisition provides an opportunity for our partners to continue that consolidation of vendors.

“They might already be with us, but Inky gives us more capabilities that we didn't have, which means they'll be able to displace some of the other vendors that [MSPs] have and continue to consolidate with us,” he said.

Garcia explained that from a recognition perspective, it brings Kaseya users more capabilities.

“It's known to be enterprise grade, it's got so much more features, it’s AI rich and the security is second to none,” he said.

“It gives us that credibility and continues that story for us that we're taking security seriously, knowing that email is the number one threat vector, and knowing that we need to continue to invest in that specific threat vector with more defence.

“There's huge opportunities for us to deliver more value for our partners, which, in turn increase the level of capabilities they deliver to the end customers,” he added.

Helping MSPs succeed

Recently, CRN spoke to Kaseya CEO Rania Succar who said, “everything we’re doing is about helping MSPs succeed”.

Garcia discussed some of the ways Kaseya wants to help their APAC-based partners. One of which is ensuring their partners use the platform to the best of their abilities.

“We need that connectivity and making sure that the tools are set up correctly for us to take advantage of those particular platforms,” he said.

Garcia highlighted the digital worker, an AI-powered digital workforce within Kaseya that aims to remove pain points from solution providers.

“We're going to reduce the labour cost, and now they can use the digital worker to eliminate a lot of the repetitive, remedial work that an MSP needs to do.

“[MSPs can] utilise technology to deliver those services, and at the same time repurpose a lot of those resources to deliver higher value services.

“Whether it be compliance, maybe more security, maybe even advisory services around AI or how can you help the end customer deliver automation? It gives the MSP the opportunity to deliver new revenue streams that it might not have had the capacity to do with the resources that had,” he added.

The highs and lows for 2025

Looking at the year that’s nearly gone, Garcia noted the highs and lows that he’s had over the year.

Looking at the lows, Garcia wishes they acquired Inky a little bit sooner.

“I would have liked to be able to get Inky a little bit sooner or be able to get it ready for some of our partners even faster,” he said.

In terms of highs, Garcia said Kaseya has made “significant strides” forward in their products.

"You would have saw some of the announcements around backup, security and automation investments that we're making, but even some of the commercial practices that we're doing, the end of the high watermark pricing,” he said.

“Super proud about the way that we're responding to partners requests, and how fast we're getting to action a lot of those.”

Garcia said he has had an “awesome year” connecting with partners.

“We did 10 different local events and we have one more to go for this year,” he said.

“This event itself [Kaseya Connect APAC] is phenomenal, we’ve grown more than 50 percent than we were last year, nearly twice the size and a huge venue. Super proud about what we've been able to do for our partners.”

Garcia reflected on how touching it is hearing compliments and comments from their customers.

"It's such a cool experience walking through [the event] and people saying, ‘thank you, help me change my business, thank you for doing this for me’,” he ended.