iNSYNQ Reviews 164

Insynq support has gone to nothing since they were acquired by summit hosting. Been with them for 9 years. The malware breach killed them- no data for 10 days- thank god tax season was over. Look it up on krebsonsecurity dot com. Switched to Right Networks, so far it seems good. Answer phone for tech support and price is way less. Should have switched sooner.

I work for a small bookkeeping company.
Things were going well until they had a data breach.

Since then, overall things have declined. Support was great but then the hold times and response time has been slow and inconsistent.

We recommended that our clients use them which makes it doubly bad.

Now we have to take the time to find a new company .

Overall, our upgrade from QB 2011 to 2020 was a very smooth one thanks largely to Jake in customer care and Marcus, who did a great job with our initial upgrade from 2011 to 2019. I did experience some delays in support response time between our 2019 and 2020 upgrade, which were quite frustrating and extremely lengthy. Jake was able to escalate my request and, with Roy's help today, I've been successfully upgraded to 2020. Thanks to all for their assistance!

Maricel is excellent with her job.

The first 2 years with Insynq were great. Since then it continuously went downhill. Even after the 2 outages we had, we gave them the benefit of the doubt. Customer support is pretty much non existent and lack of communication does not help either. After being on hold to talk to someone for an issue that should literally take 5 seconds to fix (an update needed to be ran. Remote in, input credentials and it's complete) took 2 full days including multiple calls, being called the wrong name after being corrected more than 3x and getting nowhere. Losing days of work for something so easy to fix. Now that we are cancelling, we have to pay for a month that we're not even using just to be done with the BS!

Excellent customer service, the occasional problems are solved in a timely manner

Every time I call into the support line...it says i am the next caller in line for more than an hour. This is unacceptable to be on hold for someone to try to help me troubleshoot and I am on hold for over an hour. If this is a 24 hour support line how am I on hold for over an hour. This is putting a hold on my workflow and our users. Our company is now starting to transition to Intuit's hosting environment called Right Networks. This is so frustrating.

Maricel was extremely patient and continued to troubleshoot my issue in an attempt to find me a more permanent solution to the problem.

Her tenacity gave me hope that that a fix was possible and even though we encountered challenges along the way she never gave up.

In the end, although the problem still exists, she gave me a better workaround than what I had before. I am most pleased.

As of the end of business yesterday, August 7th, we are still down. Sure INSYNQ says that the desktop has been restored, but at the end of the day if you do not have access to your data you are STILL DOWN. So information like most companies are up and running are misleading and total self-serving for INSYNQ.

We are a small business who trusted iNSYNQ to provide us with better IT infrastructure than we could provide on our own. I am very disappointed and cannot imagine how my bookkeeper feels, as she is the one that made the recommendation to go with INSYNQ.

BTW - Our bookkeeper call your Support Line yesterday and we have as of 4:30PM today still not received a call back.

I'm a very small business using iNSYNQ to host accounts including some that can be accessed by my clients simultaneously. This outage hurt. Two weeks without access is detrimental for a small company like mine not to mention the worrying about clients getting upset with me because they can't access their books.

BUT, what if I didn't have iNSYNQ. As I mentioned before, I am a very small business. I'm working dead ahead to service my clients. I don't have an IT person on staff to cover this kind of event and I don't have the time to try to stay up-to-date myself. If this attack impacted me and I didn't have iNSYNQ, my books would be GONE along with my reputation as an accountant. I don't have the money to pay the ransom or the wherewithal to pull in cyber security specialists.

I appreciated iNSYNQ when we were hit with a hurricane last year. That meant I had one less thing to worry about as did my clients. I understand there is always room for improvement. iNSYNQ was a nice addition to my security plan to protect client data as well as preservation of my records.

Sure, I think we all have something to learn from this. I need back-up systems in place. iNSYNQ has been wonderful guiding me along the path to getting that set up. I'm sure they've been making some changes on their end - learning from this event.

Update from last week: iSYNQ has restored all of my data, and everything is working fine again. Thank you for your assistance.

I am quitting iNSYNQ. My desktop is still not running. No emails and no communications have come my way. After this many weeks, I have moved on at the working level. There is no point in coming back.

I think there are different parts of the ordeal that deserve a bit of comment. The customer service employees, for example, have really been awesome, once you get through. Kudos to them. The chat responder that I communicated with early on was so aggravating that I would say she continues to be a driving force of emotional animus, what...four weeks later.

And then there is Mr. Luchansky...the guy responsible for the whole mess. He really has done an admirable job of responding to emails, reviews on this site, and offering to talk by phone or receive emails. I have read every review and every response. Mr. Luchansky did a good job as a spokesperson for iNSYNQ.

It is tempting to let him off the hook.

And yet, he is on the hook. He sold a product - virtual desktop hosting with security "better than we could do it ourselves." But when the attack came, he was not ready. If data security existed at all, it was so tied in to the principal system, that somehow it all went down together.

Pure fail.

At the end of the story, I am not angry. This is, in part, to the deft communication skills of the CEO. I am leaving because iNSYNQ proved, more than anything else, that their service is not indispensable.

Peace of mind. I can do it better without them.

We have used InSynq for a few years, and rarely had issues before this. Response time was good when there were problems, and overall, we had very few complaints. Then this crazy ransomware attack happened. I FULLY understand the dire situation that InSynq was/is in. I appreciate the panic, questions, supposedly 24 teams working to get us all back up and running.

The daily issues as an end user felt like a lack of real information, vague timeframes, etc, but they could not tell us what they did not know. I give them the benefit of the doubt with that.

However, the compensation was completely unacceptable. I should be grateful that there was anything I suppose, but the credit toward my next bill was less than what I paid my full time person for 2 days, of the 9 days he sat idle with nothing to do, waiting. AND, applications STILL do not work - this is NOT really "back up and running". Quickbooks crashes, data is still inaccessible, apps do not work. A more appropriate compensation would have been along the lines of 1 month free for every seat you pay for.

I emailed 4 times, after we were "back up" with questions, and finally received a response after 4 days. THIS is the new normal?

While I agree with another reviewer who believes that after this lesson learned, InSynq may now be safer than before, I am deeply unhappy with the fact that I am paying for the inability to work productively.

Today is August 3, and the 19th day that my team cannot truly do all that we need to do, with still no end in sight.

***UPDATE 8/17. STILL no access to my application beyond quickbooks. This has cost our company thousands in lost productivity, actual loss of employees due to payroll processing issues, late processing fees for IRS, and dual billing (my application and InSynq) for a month of an application I cannot access. I was told they had opened a support ticket for me, but when I checked, it was closed. I opened another, and it was closed as well. Not cool.

** UPDATE ** 8/30. STILL cannot use my additional application. I have no way to verify that there is actually an open support ticket - nothing shows in my account under "open tickets" only the closed ones. No communication AT ALL to keep us informed.

They had one job... and they failed.
From Insynq website front page:
SECURITY
Full data security, including enterprise grade anti-virus and automated backups. iNSYNQ’s virtual desktops were built by security experts so your data is safe and your customers happy.

I put my trust in insynq so I didn't have to worry about the IT side.
They did not do what they said they would.

I see the suggestions that this "could happen to anyone".
Maybe, but we don't know that. What we do know is that it happened to insynq, which means they were vulnerable.
Megacortex was on security sites February with more attacks happening in May so this should have been something insynq was prepared for.
I also hear the data was stored with the backups! IT failure 101.
And where was the restoration plan? Even getting hit, they should have been able to offer our data from backups immediately, or even better, have us running on alternate servers within a few days.
I am not going to go into the really poor communication other than to say it hurt more than helped. The ceo came across as tone deaf and really needs to hire a PR firm to write his messages.
No sugar coating this, insynq failed and needs an overhaul of management.

I left an good review. Here is why: The reality is that, those of you who are upset with iNSYNQ need to take a deep breath and analyze the reality of their situation. If your bank got robbed this morning and, due to the investigation, you were unable to access your savings or checking account for a couple of days, would you dump the bank? IMO, you should be more angry at the perpetrators of this crap. The best advice I think we can ALL follow, is to write a letter to our congressional representative requesting a minimum of 15 years in jail for hackers who are caught. 15 years with no chance of parole. It is hard to catch hackers. But..... once caught, law enforcement should make a MAJOR example of them. That law can be implemented nationwide but only by an act of Congress. The damage done to each of us is huge. The damage done to iNSYNQ is huge. Make perpetrators pay HUGE. I'm not happy with the time it has taken to get up and running. But I can see where 90% of the fault lays. Now, can someone tell me how to back up my iSYNQ QB file to a thumb drive? We need to all be making backups.

I have been a customer of iNSYNQ for over 8 years, they are and continue to always be professional, polite and responsive.
It was a very stressful 10 days, lessons learned, but at the end of it -- ALL of our data was returned and desktops back-up and running.
Bravo to the Engineers and Security Experts behind the scenes and the Help Desk & Customer Relations Team for handling the stress and panic with grace.
I feel confident that any additional measures to stop this type of attack from happening in the future are being done.
The safest place to host any data right now -- is with iNSYNQ.

I am editing this review now that we are back up. Thank you! The "hotline" support was very helpful in getting the desktop working again.

Good Day,

Please could we get a better time frame? We have had to do everything manually which is time consuming as well as frustrating. We are just not left with many options right now. We could load our last back up but would mean a lot of extra work which we don't have the time for and not knowing what kind of time frame we are working with doesn't help. Are you able to send up our most recent backup?? We have tried phoning and emailing but we have had no response.

If zero stars was an option, that is what they would get from me. 36 hours after they said that 96% of customers are back online, I am still out. Now day 13 and still no direct communication from Insynq as to when my data and desktop will be accessible. If there is another Sage provider, I will be switching. How can a business like this not be backing up their data and software so that they are immune to attacks such as this ransomware attack?

It will two weeks this Tuesday that I have not had access to my Quick Book files