ConnectWise RMM Reviews

ConnectWise is agent-based, allowing it to monitor and manage various network activities effectively.

We're a managed service provider, and that's our primary business function. We're using ConnectWise RMM to manage patching, monitoring, and reporting for our end customers, as well as for remote access and support.

Their tool is good in the sense that it handles patching effectively. They're constantly updating and improving it. Their ScreenConnect tool is very nice, especially for remote purposes, as it handles UAC prompts and similar tasks very well. They're getting better and making great improvements.

The tools is very reactive. Everything has to be predefined and canned ahead of time. ConnectWise has been around for a while and has undergone a lot of changes, but everything is predefined. You can't do many open queries or things like that. For instance, if I want to determine how many of my customers have a particular package, I need to find an already pre-created report for that; I can't query it dynamically.

It's a legacy tool with many outdated approaches. It is managed offshore which affects everyone because it seems the developers don't fully understand our needs.

I have been using ConnectWise RMM as a partner for four years. As an organization, we've probably been using it about ten years.

Stability has been very good. I rate the solution’s stability a ten out of ten.

The tool scales very well. I've managed up to a thousand endpoints at a single customer site, and we're currently managing about 1500 endpoints. It performs efficiently. Each of our customers has their own sites, which allows me to monitor everything at a global level.

Once you've established the client in the RMM tool, you create the site. Setting up the site can be a bit onerous because of the recent changes, which we need to learn. However, once it's set up, deploying the agent is extremely simple and straightforward. It's as easy as using a URL that people can visit, which will automatically determine the environment and download the necessary components. The initial setup can be somewhat challenging.

If it's a new site, it'll probably take me about an hour to set it up. It's a matter of getting familiar with the process. As far as deploying the agents to the individual endpoints is concerned, that's literally minutes. Customers can do that themselves.

A few of us can do set up the initial site. Anyone can handle the agents deployment. In our case, it's quite doable even by sending the URL to the customer.

We deploy agents to maintain our customers' machines. ConnectWise RMM provides us with a platform to deploy software through these agents. It also allows us remote access to provide help desk support and other services. Typically, we mark up the product significantly to cover additional services. Datto is priced similarly.

There are different subscriptions available for ConnectWise RMM that you can choose from. Essentially, our endpoint costs around two dollars and fifty cents per endpoint per month. If we opt for a server agent, which is essentially the same agent but with different parameters, the cost increases to around three dollars per month. It's very inexpensive.

The tool is self-maintaining. It basically updates itself on all the agents, whether they are on Macs or Windows but linux lags a little behind.

It's solid and proven solution but lacks support. When everything goes right, it's great. But when things go wrong, you might feel like you're left hanging. I'm concerned about this reliance on point solutions rather than a more dynamic approach.

AI is still very new to our market. Most of my customers are focused on their core business operations, and there hasn't been much adoption of AI among them at this point, especially since we primarily serve SMBs. Some of the larger companies I work with are also primarily focused on their core business activities. Unless there's a significant impact on their business from an AI perspective, they haven't shown much interest yet. However, from a threat perspective, we do utilize tools like ConnectWise RMM and Webroot, which incorporate AI functionalities for threat detection and remediation.

Overall, I rate the solution a seven out of ten.