Atera Reviews

They are providing our RMM and PSA tools, as an all-in-one solution tool for MSPs. I am internal IT, but the same concept applies.

I am an internal IT manager for a company which has about 250 staff between Australia and India. I came from an MSP, so I knew the way an MSP can help us run, e.g., how you can use different monitoring tools to cut down on management of endpoints and having to go through all those processes manually when you can just use tools to automate them.

There is a lack of a need for hiring additional staff because Atera does all the leg work, where you would have traditionally employed something like a Level 1 technician. 

As internal IT, I only use remote monitoring management (RMM) because I have no use for contract billing tickets. A lot of our staff, being the primary points of contact, just come to me directly. They all have my mobile number and email address. I did try to have them use the help desk through Atera, but they used to just CC me on the email. I gave up on that idea. So, it is purely remote monitoring management for me, which cuts down a bit on the management of the platform for me, so I don't need to worry about the other side of it. Within the RMM set, I use pretty much everything, either on a daily basis or on an as-needed basis.

There are a lot fewer hardware replacements. Once people migrated from old style hard disks over to SSDs, you have things like hard disks filling up faster. So, I run a script to clear out all the waste, e.g., all the temporary files and downloads. A lot of our business runs through a custom web application that we built. This involves people downloading a lot of PDFs and Excel files, and not just having them sitting in folders. With Atera, I can just go through and clean the temporary files out. 

I manage our entire operations. I have one staff member overseas on the ground who is a Level 1 technician in India. However, I know of other companies similar size to ours where they have IT teams in Australia with four to five staff. If you are paying everyone $80,000 dollars a year AUD and subtract four of those, that is a straight away quarter of a million dollars a year in savings from not having those extra bodies.

Patching has hands down saved us time. We do not have to worry about patching computers constantly. Any that miss their patch schedule, I can do with three clicks from the management pane in the portal. The biggest time savings is getting computers patched and keeping them up-to-date. It is one of those things that can fly under the radar in internal IT setups, where you just let Windows look after itself, but it doesn't unfortunately work that way. Going off my previous experience, I would have spent three to four hours a week patching a business of our size. Currently, I spend about 10 minutes a week.

We use Atera primarily to create tickets, monitor our network, and track the performance of our equipment. It helps us see all parameters and ensure everything is functioning well. Atera is crucial for managing our clients' issues efficiently and closing cases quickly. It maximizes our network capacity without additional costs, which is important for our operations.

Atera's Remote Access feature has been invaluable for our monitoring needs. It allows us to use FlashOps in Azure to control equipment remotely and supervise real-time details like server and computer statuses for our clients. This access is crucial as it enables us to handle network issues and manage server administration efficiently.

I provide managed IT services for a bunch of doctors. I mostly work for healthcare providers. I use it for pretty much everything IT: server management, control management, and desktop management.

I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient.

I have automated a lot of my tickets and things that pop up. For example, if the Internet goes down, right away it will send us a text or email so we can jump on it really quick. That has been really nice.

The automation of IT processes helps us a lot with preventative maintenance. This way, we are not getting an influx of phone calls when something goes down. That is the biggest plus.

I'm a managed service provider so I use Atera for all my clients. I manage their machines for all types of alerts relating to all kinds of hardware issues, from memory to hard drive space. Whenever a client needs help remotely, I definitely make use of Atera. 

I also use Webroot, which is integrated into Atera, for clients searching for viruses. For a number of my clients, I employ Atera Work from Home. This way, if they are working from home, they can remotely connect back to their office machines and make use of patch management. This covers my clients' needs for computer maintenance, running their patch management, and other day-to-day maintenance that is needed for both Macs and PCs.

When it comes to ease of use and the user interface I would give Atera a nine out of 10. The platform responsiveness to everything is solid. The updates Atera has put out have been second to none. Moreover, I find that if it wasn't for Atera, I wouldn't be gaining the number of clients I have and growing my business as I do.

Atera provides ease of access to all devices no matter where they're located. It makes no difference if the client is in a work group or if he is on a certain domain. Atera enables me to access our clients' devices with ease and to provide them with feedback across the board. It benefits both me and my clients. When it comes to pushing out anything, such as antivirus features, it's second to none.

As I'm more of a hands-on person, I visit many of my clients. Often, while visiting a client site, another client will call. With Atera, I am able to remotely handle whatever needs to be done to his machine, be it installing a printer or helping with a password.

When a client calls and needs something handled quickly, Atera is a big help. On a daily basis, it saves me time and approximately seven to 10 hours per week. Were I not always going around to all my clients, it would save me even more time.

Atera is integral to our daily operations. We use it for RMM, PSA, our ticket system, and contact with people. We also integrate it with different products.

It is reliable, and when it is working, it works without issues.

We are a managed IT support company. We use Atera for ticketing, keeping track of work with our clients, and monitoring our clients' computers and devices.

Atera has reduced or eliminated frustrations that we experienced before we started using it. As one of the heads of the company, one of my biggest frustrations is when a client calls us about a system crashing. It hurts my reputation that I don't know about it before a client does. Atera has drastically reduced that, giving us higher insight into what is going on. It has also simplified the difficult process of managing multiple clients, jumping through a lot of different systems. We have worked very hard with Atera to make it a starting place or central point of access into a lot of different places for us.

In the beginning, we were using Atera to go into companies and get them onto a remote management system. Many of the companies that we worked with didn't have any type of remote management. 

We also utilize it for invoicing services, when we have to go out to a customer and help fix different things, and that has been very helpful.

During these past couple of years, Atera has brought out so many extra integrations which have been very helpful in improving antivirus work, such as Bitdefender.

The solution enables us to be very transparent with our customers, which they find very comforting. In our business, we're normally hired by companies that can't quite afford an IT department. We help them with that aspect and with their tech debt analysis, helping to make sure that their equipment is productive for them and that they have less downtime. That increases their productivity and makes them more profitable. That's one reason why we really love Atera.

In addition, if you end up having a lot of tickets about one particular machine, it helps us justify suggestions we make. "Hey, you have this one desktop that for some reason keeps having a fan overheat" or "this machine ends up having ghost files that keep filling up the hard drive no matter how many times you wipe it." We can say to them, "Why don't we go ahead and upgrade the fan?" Or, "Why not change the hard drive?" It helps explain to customers what is going on with the machine. We can tell them, "We've been monitoring it for a few months," and give them something tangible that they can see and understand, whether or not they understand technology.

Using Atera has eliminated quite a bit of frustration, especially in our experience with everyone having to go remote as a response to COVID. A few of our clients had never done that before. It really provided a lot of comfort because they would have support whenever they needed it on various wireless networks. I've had clients that were so happy that they were able to utilize us, their remote IT support company, remotely. If they asked us, "Hey, do you know when this computer might have gone offline?" we could show those trends. We could tell them, "Here's the last user who logged in on this machine."

With COVID, one of our very large clients was able to leave their office and pick up the very next day, without hiccups. There was a lot of anxiety, especially for companies that run a call center or a customer service center. They don't want to have downtime because that reflects badly on their customer service. The fact that we were able to help this large company go fully remote, which is something they had never done, without any downtime, was amazing. We know that was successful because we had Atera.

I've worked with tools before that are locked into domains and if they aren't logged in through a VPN you can't connect. Atera is probably one of the first RMMs that I've used seamlessly on different wireless networks. For example, in my household alone I have two separate wireless networks. If one dropped, I was able to get on the other one and, once it connected, the monitoring would pop back up. That was a very new feature for me, and I've used much larger RMMs. For some of those other solutions, that situation would be a hindrance, and you would have to restart the whole machine. With this one, you end up with less downtime, which I have found to be very helpful.

Using Atera is saving me at least three hours a day, easily, because I'm not having to spend so much time on things like, "How can I access your machine? Can you log in to this one site?" and then having to talk that client through the connection process. Now, it's just, "Hey, do you have time available? Can I remote into your machine so I can show you where this is located or show you how to fix this one setting?" We like to educate our clients a little bit so they don't have to ask the same question a lot. A popular one is clearing the cookies and cache. You can send them a how-to, but sometimes they just need to see you do it. I'll jump on the remote. I love that it announces to the client, "Hey, Kim Basset is connected to your computer." I like that transparency, because I never want our clients to feel like we're spying on them. And then we walk through whatever we're we're trying to fix. And then it lets them know, "Kim Basset has disconnected from your machine." That's been very helpful in saving time. It also keeps us transparent as a company, while showing our clients that they are supported, no matter what day or time it is. It is very easy to connect. Something that might have taken 30 minutes to an hour in the past, might be an under a five-minute fix now.

It has also saved us money because of the way it scales. We had one company that went through M&A and went from about 20 machines to 150, overnight. If we were having to pay per device, even if it was $3 to $4 per device, that would add up to a lot of cost for us. We want to give our clients the best tool, but we also want to make sure that we're not having to charge them so much because they're scaling. You don't want to penalize a company for growing. That was very important for me and was the main reason I really liked Atera when I tried it two years ago. As my business has grown, my cost has stayed the same.

We are using Atera as a managing solution. I am an MSP. We provide our clients support services and protection. We are using Atera to get control on a machine, results, information, license keys, serial number information, performance on the machine, and rates of the hard drive, e.g., if it is SSD or HDD. Everything is possible to do. As well, we are running the background scripts without interrupting users. We are running the command line and PowerShell, if we require it. It seems like an easy, light tool to use.

In the past, people have usually locked the local administrator account. Sometimes, I have students work for me after they have done some IT college for a couple of months or a year, and they're looking for a job. I take them on as a student in the beginning to see how they perform and help them out. Once in a while, we hear of situations where a person tried to join a machine from domain and forgot to enable the local administrator or some local credentials so it can be easy to unlock the account. When people forget, you join the machine's domain, then use third-party software to unlock the password or user. In Atera, if your agent is there and the machine has been joined, you can use the command line or PowerShell to enable/disabled an account or machine. This saves me a lot of time. 

Sometimes, you have to do things in front of a person. For example, some key information might need to be sent to them, which I usually send by email. If the person doesn't understand it, then you have to drive to the person and be in front of them. We do that only in extreme situations, if something really doesn't work and we need to do something. With Atera, it's much easier. You just show them what you are doing and what they have to do. If you want to transfer the file from your machine to theirs, then you can transfer in an easy, convenient way. It is pretty quick and simple.

Atera has saved us a lot of time. Our medium client is approximately 10 machines. We need to go and make sure every single agent is installed on a machine is up-to-date as well as that Chrome is up-to-date. On a weekly basis, this sometimes takes between three to five hours per machine. However, with Atera, we cut this down to 30 minutes to an hour. There is an Automated patch system, where you identify if everything is fine in event logs and working great. After that, it runs a couple of reports, gets them, reviews them, going one by one, and then goes from there. It is great.