Ransomware recovery is now a client retention metric
Your team has restored the client’s data, brought systems back online and put business operations back on track, and from a technical standpoint, the recovery was a success.
Your team has restored the client’s data, brought systems back online and put business operations back on track, and from a technical standpoint, the recovery was a success.
And where did the 31 hours of emergency labor on the invoice come from?
The disruption may be behind them, but their doubts can carry into the next renewal conversation, and according to industry reports, only 16% of affected organizations fully recovered within a day.
Kaseya’s 2026 Cybersecurity Outlook report found that 12% of MSPs lost clients following security incidents, with ransomware, account takeover and business email compromise among the main reasons.
For businesses that depend on their systems to serve customers and generate revenue, every further day of disruption carries a cost.
MSPs that set expectations early, communicate consistently and explain costs before they become surprises have a stronger chance of preserving client trust long after the systems come back online.
When communication falls short or unexpected charges appear, even a technically successful recovery can leave clients questioning the value of their MSP relationship.
Ransomware recovery can take days, even when teams have backups and a response plan in place.
Updates go out on a schedule you set, before the client asks.
When your monitoring, ticketing and recovery tools share a workflow, your team stops stitching context together and starts fixing the problem.
When those expectations go unmet, a technically successful recovery may still leave clients questioning whether they should renew their contracts.
It shortens downtime, makes your updates credible and keeps your invoices accurate.
What happened
Your team has restored the client’s data, brought systems back online and put business operations back on track, and from a technical standpoint, the recovery was a success.
And where did the 31 hours of emergency labor on the invoice come from?
What changed
The disruption may be behind them, but their doubts can carry into the next renewal conversation, and according to industry reports, only 16% of affected organizations fully recovered within a day.
Kaseya’s 2026 Cybersecurity Outlook report found that 12% of MSPs lost clients following security incidents, with ransomware, account takeover and business email compromise among the main reasons.
Who is affected
For businesses that depend on their systems to serve customers and generate revenue, every further day of disruption carries a cost.
MSPs that set expectations early, communicate consistently and explain costs before they become surprises have a stronger chance of preserving client trust long after the systems come back online.
Why it matters
When communication falls short or unexpected charges appear, even a technically successful recovery can leave clients questioning the value of their MSP relationship.
Ransomware recovery can take days, even when teams have backups and a response plan in place.
Response
Updates go out on a schedule you set, before the client asks.
When your monitoring, ticketing and recovery tools share a workflow, your team stops stitching context together and starts fixing the problem.
What security teams should do
When those expectations go unmet, a technically successful recovery may still leave clients questioning whether they should renew their contracts.
What to watch next
Watch for revised vendor guidance, fixed versions and mitigation updates.