Kaseya Chief Product Officer Jim Lippie: ‘AI Will Redefine MSP Efficiency Through Automation’

‘Our AI and digital workforce initiatives are evolving fast,’ says Jim Lippie, chief product officer at Kaseya. ‘The way MSPs will be able to automate on-boarding, triage and password resets, without human intervention, will redefine operational efficiency.’

From the rollout of new AI-driven capabilities and an API-first architecture, Kaseya has created a new road map aiming to reflect its shift toward transparency, flexibility and smarter automation.

At its DattoCon 2025 conference in Miami in October, Kaseya unveiled the end of high-watermark pricing across its core products, replacing it with a more flexible consumption-based model. The company also rolled out enhanced billing and transparency tools, including consolidated invoices and a new invoice comparator that lets partners track usage trends and pricing changes in real time.

On the technology front, Kaseya launched the Datto Siris 6 backup appliance, new identity backup for Microsoft Entra ID and previewed a unified cyber resilience platform designed to integrate SaaS, endpoint, cloud and identity protection into a single experience.

Detailed plans also were shared for an AI-powered digital workforce that will bring advanced automation and agentic learning to MSP environments. And in cybersecurity, the company expanded its portfolio through the acquisition of AI-driven email security provider Inky.

“Our AI and digital workforce initiatives are evolving fast,” Jim Lippie, chief product officer at Miami-based Kaseya, told CRN in an interview. “The way MSPs will be able to automate on-boarding, triage and password resets, without human intervention, will redefine operational efficiency.”

The company now manages more than 16 million endpoints and 3 exabytes of backup data, giving it a data-driven foundation to power intelligent workflows and predictive protection across the MSP ecosystem.

And with new integrations, pricing shifts and a commitment to openness through APIs and automation, Kaseya aims to position itself as the industry’s most complete platform for MSP success.

“What makes us unique is that we’re unifying all of those experiences into a single platform,” said Lippie. “Competitors might offer pieces of the puzzle, but nobody brings it all together like we can.”

CRN spoke further with Lippie to discuss the company’s growing cyber resilience vision, the power of its backup platform and what partners can expect in the future.

Let’s talk first about Kaseya’s cyber resilience platform. What does that look like in practice, and how has it transformed backup operations for MSPs?

When you look at the backup landscape, Kaseya has every major use case covered. Datto set the standard for BCDR [business continuity and disaster recovery] for MSPs, and we’ve built on that foundation to cover on-prem backup, SaaS backup, endpoint backup, cloud backup and now Entra ID backup.

What makes us unique is that we’re unifying all of those experiences into a single platform. Competitors might offer pieces of the puzzle, but nobody brings it all together like we can. With pooled storage, unified management and transparent pricing, an MSP can simply point the technology to a specific use case, and the platform does the work automatically. That’s where the power of our cyber resilience vision really comes to life.

What should MSPs do right now to prepare for that transition?

Stay close to our ecosystem. Keep using the backup products they already rely on and start adopting the ones they don’t yet have. We’re on a journey to unify everything over the next few quarters, roughly two to six, so the more products partners are familiar with, the smoother that transition will be. It’s going to be a powerful evolution that no one else in the market can match.

Kaseya manages 16 million endpoints and 3 exabytes of backup data. How can that data be used to deliver smarter automation and AI-driven services?

First, we aggregate and anonymize the data because privacy is key. But with that aggregated data, we can identify trends across the entire client portfolio and even correlate activity across products for individual customers.

For example, if we detect a breach in a SaaS source today, we can automatically lock the account, revoke the session token and force a password reset. In the future, our platform will handle that entire response autonomously, no human intervention required. That’s the power of AI-driven automation in action.

You’ve talked about becoming an API-first company. How will that shift truly benefit MSPs?

Being API-first creates openness. It allows MSPs, especially the larger ones, to integrate our stack with the tools they already use from other vendors. That flexibility helps them operate more efficiently and differentiate their own service offerings. We’re also empowering MSPs to customize their experience. For instance, if an MSP wants to create their own reporting dashboard or quoting tool, they can use our APIs to build it exactly how they want it. It’s all about making Kaseya easier to work with and giving partners control.

Looking ahead 12 to 24 months, what’s your vision for the Kaseya ecosystem?

In that time frame, we expect our digital workforce, powered by agentic AI, to be fully developed. MSPs will be able to opt into different automation capabilities across the platform, and the more they adopt, the more the system can act on their behalf. It’s all about helping MSPs become dramatically more efficient and profitable.

You announced the end of high-watermark pricing. How big of a shift is that, culturally and operationally?

It’s huge. Ending high-watermark pricing signals that Kaseya is becoming much easier to do business with. We want flexible billing that allows MSPs to scale with us more effectively. Internally, it’s also a cultural statement reinforcing our commitment to improving the customer experience and delivering real value for our partners.

You also introduced the invoice comparator tool. How does that help MSPs reduce overhead?

It’s all about saving time. The invoice comparator lets MSPs quickly analyze their billing history month over month, quarter over quarter or year over year. They can instantly see where usage is increasing or decreasing and how pricing changes over time. That transparency helps them manage their spend, understand growth trends and eliminate back-office inefficiencies.

You said the new Datto Siris 6 is Kaseya’s most powerful backup appliance yet. What makes it such a leap forward?

The new Datto Siris 6 is about 50 percent faster and far more powerful. MSPs also love the smaller, more compact form factor. … It’s sleek but packs a punch. Perhaps most importantly, it’s flexible and can scale from 2 TB up to 24 TB on a single device, covering a wide range of use cases with ease.

Why has identity data become such a critical threat vector, and how does Kaseya’s new Microsoft Entra ID backup solution address it?

Identity data is one of the most targeted assets for attackers. Once credentials are compromised, it can take weeks or months before it’s discovered. Our Entra ID backup solution ensures MSPs can roll back identity data quickly and restore their clients’ environments safely. Not everyone offers that kind of protection, and it’s becoming essential in today’s threat landscape.

What made Inky such a strong fit for Kaseya?

Email security is still the No. 1 attack vector and, frankly, our prior email offering wasn’t best of breed. We wanted to change that. Inky stood out as the most advanced AI-driven email security company we evaluated. They’re innovative, efficient and align perfectly with our mission to provide best-of-breed tools within a unified platform. I actually wrote ‘acquire and announce new email security’ in my notebook back in April, and we delivered.

What excites you most about the next 12 months of innovation at Kaseya?

There’s a lot to be excited about. First, the unification of our cyber resilience platform, from backup to full cyber protection, is huge. Second, the continued integration of Inky data across our cybersecurity tools is going to transform our email protection capabilities. And third, our AI and digital workforce initiatives are evolving fast. The way MSPs will be able to automate on-boarding, triage and password resets, without human intervention, will redefine operational efficiency.

So what’s your overall message to MSPs coming out of this year’s announcements?

[At Kaseya’s Connect conference] in Las Vegas, we promised to improve key areas of the business: pricing, invoicing and email security, and we’ve already delivered. That should give partners real confidence in our commitment. The message is simple: We’re delivering for the MSP community. We’re evolving faster, innovating smarter and creating a platform that helps MSPs grow stronger and more profitable than ever before.