Atera

Opmerkingen: Overall the Monitoring and Alerts work great and that's all we have fully implemented. The patch management and the remote management features do a great job. Hopefully the ticketing and reports will improve and we can start using them. For us, the parts we use are worth the price, but hopefully we can implement the other features. We haven't tested their integration with Webroot, since we had already standardized on Bitdefender. We also haven't tested their integrated backup solution since we have been using another product. We will be testing the backup to see how it performs, but cannot find any real reviews on it which has scared us away from it for now.

Pluspunten: The monitoring part of Atera is great. It allows a lot of customization, snmp monitoring and per-customer settings. Setting custom thresholds is easy. The dashboard gives exactly what we need to monitor all our customers systems at a glance. The ability to create a custom installer for each client saves a lot of time populating all the devices to the correct client. The per technician pricing with unlimited devices was a big pro over the competition. The patch management does a good job overall and being able to powershell into a computer to restart services and run commands without interrupting a user helps a lot.

Minpunten: Reporting and ticketing definitely needs to mature. Reporting is very basic with almost no customization. You can create custom fields for devices, but there is no way to show them on any report. The ticketing is a very cumbersome process. Starting a ticket is easy, but if you try to edit one after the fact it forces you to create a new time entry email (yes email), that you must delete if you don't want to keep it. Then you can edit the original entry. Another big glitch, on the tickets there is a big description box to enter comments, but they do not show up on the time sheet/billing report or any other report. To get the technicians notes to show up for billing, you have to go back into the ticket and edit the individual time entry and type in a new description. The "comments" on the original ticket don't show up anywhere except by mousing-over the list of tickets - not on any reports. Only the separate description that you can only access by editing a ticket shows up anywhere. For us having to do so much extra manual work makes the ticketing/billing part pretty useless. It has a lot of potential, but still needs a lot of work. I'm hoping the ticketing and billing will improve, but for us the monitoring and alerting is really all we are able to make work for us right now. While the SplashTop works great, we are still using GoToAssist for remote support; since it gives a notes filed when a session ends that we can use for billing, until ticketing matures.

Opmerkingen: Atera allows us to have a Help Desk system, remote login capabilities, and inventory management all in one.

Pluspunten: The amount of features for the price is hard to compete with.

Minpunten: The user interface isn't as simple and elegant as other more expensive alternatives. Searching for devices based on serial number still hasn't been implemented.

Pluspunten: What I like about Atera is it's user friendly GUI, simplicity and overall performance.
Atera has plenty of features, especially at it's price point. Unlike other RMM's, Atera offers a base price, with an unlimited amount of devices. This is a huge pro, as it allows us to test certain things on specific devices before rolling everything out, without being charged a "per device" fee. It's also nice to have in general, as with the remote support integrations, it can be utilized to remotely access (via integrated Splashtop for FREE) specific machines as well, while still avoiding that "per device" fee.
The integrated ticking system is quite convenient as well. It saves from having to purchase third party software to handle similar tasks (which are required by most RMM's nowadays.)
Overall, my business currently relies on Atera for a multitude of tasks, which it performs very well at.

Minpunten: The only real con I have for Atera, is that it currently does not support the ability for a customer login account. This is kind of a downer for us, as some of our customers like to login to view their site/network (of course with limited access). To be able to do this currently requires the use of multiple technician licenses, which can get Very costly if multiple techs at multiple clients want to have access. That aside, the only other downside is that there's currently no integration with Bitdefender nor Cloudberry.

Opmerkingen: When we started our IT Managed Services business, we had gone with another vendor for PSA, RMM, and Remote Support. After spending thousands of dollars and wasting untold hours doing configurations, we thought that there had to be a better way. That is when we found Atera! I only wish we would have found Atera sooner because we would have saved so much time and money. It is clear that Atera was built from the ground up, by people who understand what it's like to run an MSP. We setup the free trial, then had Atera up and running in literal MINUTES. Seriously, in minutes we had the entire thing configured, with our branding and email and automated ticketing responses. Also, the fact that you are not charged for every agent has been such a blessing to our clients because that means that, we are able to put agents onto systems that we otherwise would not have. So, even system that only get break fix support, can now have an agent on them, which allows us to remotely troubleshoot them. This fact alone saves tons of money and time!
Bottom line, if you are a new MSP or even a seasoned provider, you will get a tremendous value from choosing or switching to Atera. One last thing I will say. Since Atera recently moved the entire platform over a Microsoft Azure infrastructure, they have been pushes out updates and improvements a breakneck pace!

Pluspunten: Low cost of entry and low monthly cost
No cost for per agent
VERY easy setup
VERY easy to use

Minpunten: Not as feature rich as some of the pricier competitors, but since moving to Microsoft Azure, they have been adding new features left and right!

Opmerkingen: I've used all of the major RMM tools and this is the best value for what I do. The support has been very good and they reach out to offer help regularly.

Pluspunten: It's many features, price and support. The remote tool works and the file transfer.

Minpunten: It's a work in progress and the progress is going along rapidly.