Atera

Perfect Fit for Many Scenarios

Opmerkingen: The learning curve for Atera makes it great for entry level IT personnel or non-IT users who need to support applications rather than PC issues. It is a perfect fit for application managers who need an easy to use, affordable tool to support a large or small flock of systems and associated applications and users. Tech Support is very good. Reporting is handy and functional. Integrated remote control is seamless one it is setup. Scripting is very useable.

Pluspunten:

The licensing model for Atera sets it apart from most other similar RMM tools. Each licensed technician can manage unlimited client systems. This alleviates the overhead of tracking your head count and makes Atera possibly the most cost effective RMM product on the market today. Tech Support from Atera is also outstanding providing timely live chat interaction. They have provided more than sufficient answers to what I perceived as complicated propositions. The Atera Support Technicians are polite and appear to have a fairly decent mastery of the product.

Minpunten:

Patch management is a little clunky and the Atera agent does not always restart on its own when the PC is restarted. There is a fix for this, but that fix should not be necessary for this type of product. Its a fairly manageable inconvenience. Client system naming can get off track, but is also not hard to fix.

Mid-level RMM and PSA solution

Opmerkingen: The combination of the helpdesk and RMM/PSA features means we don't use multiple systems to achieve our support objectives. The product is maturing and in active development, while not without a few issues. They are usually resolved fairly easily by Atera's support team.

Pluspunten:

The cost is per technician created in the system, and it doesn't matter whether you have 5 or 5000 endpoints in your customer base. Pricing is predictable and stable. Atera has a features board where subscribers can see what features are recently added, approved for development, being considered or have just been requested, and of course can submit requests as well after checking through existing requests to avoid duplication.

Minpunten:

The helpdesk does not allow the technician to truncate the message trail when replying, so it often happens that the messages being sent between technician and customer get very long. Periodically, it would be helpful to truncate a reply so that only the last few messages are trailing the active reply. Reporting is an improving feature but there are not enough options to get reports just the way you might want them.

Overwogen alternatieven: ManageEngine ServiceDesk Plus en Autotask PSA

Redenen om voor Atera te kiezen: LogMeIn was charged per endpoint and Freshdesk didn't have alerts because there was no RMM or PSA component. We were using the free product at the time. We were looking for a unified package with easy costing and integration between RMM/PSA and helpdesk systems.

Overgestapt van: Freshdesk en Join.Me

Redenen om over te stappen op Atera: The low cost was more appealing and the feature set looked like it was worth pursuing.

Atera RMM

Opmerkingen: Complessivamente mi ha risolto un sacco di problemi, e ridotto al minimo i tempi di intervento sui server.

Pluspunten:

Mi permette di tenere sotto controllo tutti i server dei clienti in tempo "quasi" reale. Raccoglie le informazioni delle ILO dei server, allertandomi rispetto a problematiche quali dischi i fault o predictive, temperature eccessive. Ottima la funzionalità che permette di raccogliere le info anche da altre apparecchiature tramite protocollo SNMP (ad es. NAS, Firewall di rete, Switch)

Minpunten:

La lentezza con cui a volte si aggiornano i dati nell'app. Non sempre l'indicazione che un server ha bisogno di un riavvio rispecchia la realtà. A volte è solo in ritardo il pannello a mostrarti il cambio di stato.

Overwogen alternatieven: SolarWinds Service Desk en NinjaOne

Redenen om over te stappen op Atera: Costo fisso annuale e non per agent

Quality has gone downhill

Opmerkingen: We have been with Atera since 2015. We have seen a lot of changes, most for the better. But at the start of 2019 everything has gone down hill. The site is slow, remote support (Splashtop) frequently goes down, and the lack of true support. What I mean by lack of true support is that they know they have a problem on their end, yet you get a canned response from them to flush your cookies and history. We are a IT company! We know a problem when we see one, and flushing our browsers is not going to fix the issues they are having. It is quite embarrassing when a customer calls you and you are unable to help them remotely because your systems don't work. Time to move to another RMM!

Pluspunten:

The price point for this product is excellent, if it worked properly.

Minpunten:

Constant issues in the past few months. Cannot use remote frequently, it fails consistently since January 2019. Customer support is responsive in a canned response kind of way.

I have been using atera and its been one of the greatest tool I ever used

Opmerkingen: Overall is a great experience, as a sole IT admin this tool is fantastic!, i cant even learn all its features it has so many features, one of the best things that you can have is the free webinars, and constant developing and upgrading, thats what makes a software company great!

Pluspunten:

the fact that you are able to remote to any computer from anywhere to everywhere is excellent!, the web based interface is nice and it refreshes station information very quickly, the easiest thing to do is to install the service, you can do it in various ways, one of the easiest is by running a line of code on CMD so you dont have to download anything, its automatic!!!

Minpunten:

I don't like 2fA if you're in a rush and don't have access to your phone, or if you have issues with the connection, you wont be able to remote to any computer, additionally sometimes when you try to login from mobile android or ios the service doesnt work , but that rarely happens , you have to delete cache and try again

Overwogen alternatieven: TeamViewer

Redenen om voor Atera te kiezen: Lack of real remote capabilities

Redenen om over te stappen op Atera: Pricing