Backupify to Datto SaaS Protection FAQs

Beginning April 1st, Backupify will be rebranded as "Datto SaaS Protection." This change reflects our commitment to providing you with enhanced and reliable data protection solutions.

We will begin migration on April 1st, with a target completion date by the end of May. You will receive communications each step of the way, to ensure you understand when changes are occurring and anything you need to be aware of at each step of the way. If you have any questions, please reach out to your Account Manager or contact us using the Kaseya Helpdesk.

The migration of all Backupify customers is scheduled to be completed by the end of May. You will receive communications each step of the way, to ensure you understand when changes are occurring and anything you need to be aware of at each step of the way. If you have any questions, please reach out to your Account Manager or contact us using the Kaseya Helpdesk.

We do not anticipate any downtime. We will provide detailed schedules to ensure minimal disruption to your service. If you have any issues, please reach out to your Account Manager or contact us using the Kaseya Helpdesk.

The new integrated platform offers enhanced service offerings, access to the Datto Partner Portal, and new features designed to improve your experience.

You will access Datto SaaS Protection through Datto Partner Portal. If you're not already using Datto Partner Portal, access the portal through your Welcome to Datto Partner Portal email. For details see Standalone: Getting started with Datto SaaS Protection or Kaseya 365 User: Getting started with Datto SaaS Protection.

We have taken all necessary measures to ensure your SaaS Protection product is accessible from the Datto Partner Portal. Review this article for details about accessing Datto SaaS Protection for the first time: Standalone: Getting started with Datto SaaS Protection or Kaseya 365 User: Getting started with Datto SaaS Protection. If you are still unable to access it, please submit a billing ticket via the Kaseya Helpdesk and we will assist you promptly.

If you are new to Datto Partner Portal, access the portal through your Welcome to Datto Partner Portal email.

If you have already been using Datto Partner Portal, log in as you normally do.

For details on accessing Datto SaaS Protection through the Datto Partner Portal, see 'Accessing SaaS Protection for the first time' in this article: Standalone: Getting started with Datto SaaS Protection or Kaseya 365 User: Getting started with Datto SaaS Protection.

If you encounter any issues with access permissions or technical difficulties, please contact our support team via the Kaseya Helpdesk. We also have detailed guides and support contacts available to help you navigate the portal.

The Datto Partner Portal offers a range of new capabilities, including access to our REST API, daily backup success reports, and in-depth backup activity reports.

Review the information in this article: User settings.

If you need further assistance, please contact our support team using the Kaseya Helpdesk.

We have made every effort to migrate your existing payment information from Backupify to SaaS Protect. Please ensure your payment information, including credit card details, is up to date in Backupify. For autopay credit card payments, we are making every effort to securely transfer this payment to our systems, ensuring zero interruption to your payment schedule. For monthly invoices, you can find updated bank details on your first invoice you receive from Kaseya. If you need to make any updates, we are happy to assist you. Please contact us via the Kaseya Helpdesk.

Following the migration, your invoices will include a line item labeled "Datto SaaS Protection." The name of the entity on your invoice will vary based on your market location. Please refer to this article for detailed information:  Transfer of business activities from Backupify to Kaseya.

You will receive your first Kaseya invoice on or around the 5th of the month. Subsequent invoices will follow the usual billing cycle. Due dates for payment will coincide with the term dates on your customer agreement.

If you require copies of your historical invoices or have additional billing questions, our Billing Operations team is happy to assist you. Please contact us via the Kaseya Helpdesk.

For autopay credit card payments, we are making every effort to securely transfer this payment to our systems, ensuring zero interruption to your payment schedule.

If you're currently paying automatically through a recurring credit card transaction, we are making every effort to transfer that over automatically and your banking transaction statements will reflect payments to Kaseya. No action should be required.

If you're paying a monthly invoice, you may be required to submit payment to a new entity and/or a new bank. Please update your records with the new banking information to avoid any disruptions to your payments, details of which are found on your Kaseya-generated invoices.

If you need any further assistance, please contact our Billing Operations team via the Kaseya Helpdesk.

Your billing cycle has changed to align with the Kaseya billing cycle. This may result in receiving two invoices during the transition month in order to align to the new billing schedule, rest assured however your terms of service remain the same, along with your original due date. If you have any further questions, we are happy to assist you. Please contact us via the Kaseya Helpdesk.

While your terms of service remain the same, the date you receive your invoice has changed to align with the Kaseya billing cycle. For questions or support, please contact your Account Manager or submit a billing ticket via the Kaseya Helpdesk.

We do not anticipate any changes to your subscription period. If you notice any discrepancies, please contact your Account Manager or submit a billing ticket via the Kaseya Helpdesk.

If your invoice details don't match your contract, please submit a billing ticket via the Kaseya Helpdesk. We will promptly review and correct any discrepancies to ensure your invoice aligns with your contract.

If you find that your address or any other contact information is incorrect, please contact your Account Manager or submit a billing ticket via the Kaseya Helpdesk.

If you notice a discrepancy with your invoice, please submit a billing ticket via the Kaseya Helpdesk. We will promptly investigate and correct any discrepancies.

Your new invoice will provide remittance information to the Kaseya bank accounts. Please ensure that you update your vendor information to ensure timely payment application, as explained in this article:  Transfer of business activities from Backupify to Kaseya. If you require Kaseya to complete a vendor form for you, please submit a billing ticket via the Kaseya Helpdesk and we will be happy to assist you.

To provide a more streamlined and equitable pricing model, we will be calculating the price of licenses based on the weighted average of your free and paid licenses. This new price will be used for all invoicing and new license purchases going forward.

An example of the updated pricing is shown here:

Current Pricing:

• Paid Licenses: 4 paid licenses @ $4.00 per licenses = $16.00

• Free Licenses: 1 free license

Updated Pricing:

• Total Licenses: 5 licenses

• 5 licenses @ 3.20 = $16.00

We understand that changes in pricing can have an impact on your budgeting and planning, and our team is here to assist you through this transition.

If you have any questions or need further clarification, please do not hesitate to reach out to your account manager or open a billing support ticket via the Kaseya Helpdesk. We’re committed to a smooth transition and appreciate your continued trust as we deliver enhanced services under Datto SaaS Protection.

All evergreen charges are based on actual usage. We take a snapshot of your usage at the end of each month, and this will be reflected in your invoice for the following month.

As mentioned in previous communications, all archived licenses are billable as part of Kaseya's standard practice. Our Backupify customers previously enjoyed free archived licenses for a period of time. With this product transition, those archived licenses are now billable.

As mentioned in previous communications, all EDU licenses are billable as part of Kaseya's standard practice. Our Backupify customers previously enjoyed free EDU licenses for a period of time. With this product transition, those EDU licenses are now billable.

If you are eligible for tax exemption, you will receive an email from Thomson Reuters with instructions on how to submit your tax exemption certification. Please send your exemption certificate to the provided email address by the specified deadline to ensure your exemption is applied.

For assistance with the tax exemption process, please contact us via the provided email or phone number. Our team is here to help you with any questions or concerns.

Moving forward, we will apply the appropriate taxes directly to your invoices based on the tax rates applicable to your location. This change aims to streamline the billing process and ensure compliance with tax regulations.