Kaseya Remote Control (KRC) utilizes peer-to-peer (P2P) connectivity whenever network conditions allow it. If the P2P connection is not possible, a relay connection is used instead. Depending on physical locations of view, agent, and Kaseya server, relay connections may have significantly higher latency than P2P connections, causing poor video performance in the remote session.

Use the following guide to troubleshoot issues with P2P connectivity

https://helpdesk.kaseya.com/hc/en-gb/articles/229013508-VSA-Agent-Peer-to-Peer-P2P-Connectivity