IT Team

Following N-able’s disclosure of a critical security vulnerability and its suspension of affected services, we have temporarily inactivated Autotask API users associated with N-able integrations. This precaution helps protect customers who may be using vulnerable N-able instances. At this time, we have no reason to believe Autotask or Kaseya systems were accessed as a result of the disclosed N-able vulnerability. We are taking this action to mirror N-able’s containment measures and help prevent potential misuse of Autotask integration credentials held in N-able environments. Customer impact: Affected N-able integrations cannot access Autotask while their associated API users are inactive. Ticket creation, updates, device synchronization, and other integration functions may be interrupted. This will NOT impact Autotask users outside of those using the N-able integration. Restoring your integration: Before restoring access, review N-able’s advisory and complete the applicable remediation for your environment. Once your organization has confirmed it is appropriate to restore access, someone within your organization with System Admin access to Autotask can reactivate the associated API users directly within your Autotask environment. API Credentials: We have not changed API Keys or Secrets as part of this precautionary action. Based on the information currently available, we do not believe credential rotation is required. This guidance may change as additional details about the N-able vulnerability become available. Customers may choose to regenerate their credentials and update their integration configuration as an additional precaution after securing their N-able environment. If we determine credential rotation is necessary, we will provide further communication. We understand that temporarily disabling these integrations may impact customer workflows. Protecting our customers and maintaining the security of the Autotask platform remain our highest priorities. If you need assistance identifying or reactivating the affected API user, please contact our support team for assistance through the Kaseya Support Portal. We will update this notice as additional information becomes available. Subscribe to the Kaseya Status Page for update notifications.

We are providing an update on the disruption affecting the Middle East (UAE) (me-central-1) Region. After a thorough assessment, we have determined that we are unable to restore access to the resources and data hosted exclusively in the mec1-az2 Availability Zone. We continue to work on recovering regional resources, as well as zonal resources hosted in the other affected Availability Zones (mec1-az1 and mec1-az3). Since the disruption began in March, most customers have been able to re-establish their operations in other Regions by restoring backups or copying data that remained accessible. AWS Support remains available to help customers who need assistance moving their applications to alternate Regions. We remain committed to supporting our customers in the UAE. We are working on replacing the affected infrastructure and will provide an update on the restoration of our services in the coming months. We have notified the relevant authorities and continue to work with them toward that goal.