Datto Remote Monitoring and Management vs LogMeIn Rescue comparison

"Automation, in terms of the standard patches and standard updates, and remote support are valuable. When it does the standard Windows and patches, it works really well. This is something they focus on. Remote support is also something they focus on quite a bit, and it works really well. Being able to get to an agent or a client computer right away is very helpful."

"I chose Datto because of my positive impressions regarding their local support during the initial phase."

"Even when the connection to the server is lost, the monitoring continues without interruption."

"It has a single pane of glass, and it integrates well with other software."

"The project management and task management features work well. It's a decent product in that regard."

"The best feature that Datto Remote Monitoring and Management offers is the connectivity, which seems to be a whole lot quicker and responsive than Kaseya 10."

"I also like how Datto integrates seamlessly with the Autotask ticketing system."

"The alerting system helps us determine what are high level alerts, and what are alerts which can wait for a day or two. We catch RAID failures, hot servers, bad drives (or predicted failures on drives), etc."

"​The initial setup was straightforward and simple. We did not have any training. We just installed it and were able to use it right away.​"

"It works with different operating systems, I can connect to a PC or Mac."

"If an issue happens, we're able to log in at the time that it happens and address it , so there's minimal downtime."

"​The initial setup is easy. If you want the desktop program, you just download and install it."

"The solution has been in the market for the past 20 years. For us, it is one of the best tools."

"They've thought of everything in terms of features. It's got all the little drill-down details and capabilities to apply patches and other stuff like that. I don't use everything they offer but you can go wherever you want to take this tool. It's been around for a really long time. We try as much as possible to train our staff to take care of their own systems and train our customer staff to take care of their own systems. There's a little laser pointer feature that you can pull up on the screen and say, "No, over here, click on this." That's very educational. It's a simple thing but when you're trying to get people to take responsibility and learn to take care of their own infrastructure, being able to just point at something while you're viewing their screen, as well as, take over their screen, is very valuable."

"​Our favorite feature is being able to diagnose customers' problems by seeing them on the screen, rather than just over the phone."

"The multiple connect methods really help with users who are not tech savvy or knowledgeable about their own computers."

"Be prepared to spend a lot of time on conversions if you have a lot of clients."

"My most significant criticism is Datto is a complex product that takes a while to understand, but that could be said of almost any solution at the same level. It depends on where you're starting from. You have to rework all your workflows, and it's some heavy lifting if you want to get it right."

"They have a tab to provide information about the type of hardware the computers have. One thing they don't specify is what model of hard drive the computers have. Identification of storage models would be nice."

"The actual setup and the automation of their product are horrific. When you buy it, there is nothing out of the box. You have to custom design it for everything you want it to do. You pay for implementation, but they don't really do a whole lot to help you get it going. I know it does a lot more than what ours is set up to do, which is frustrating. When I've demoed other systems, their setup is so much better. When you pay for their setup, there is so much more, whereas I just feel like we didn't get a very good setup."

"We would like to see a little more functionality when monitoring network devices, such as switches and routers."

"The main challenge was implementing patch management for software that was not in the tool's standard library or catalog."

"Datto Remote Monitoring and Management alone is not sufficient for effective patching; I need to pay attention to the manufacturer platform as well."

"I would like the ability to remotely manage configuration and settings on individual units. Some organizations have a certain device configuration that needs to be consistent across all computers. For example, if we have computers that cannot go to sleep or hibernate because they're being accessed remotely, we need to be able to quickly configure those computers to not hibernate. With Datto, there is no easy and/or direct way to accomplish this. I can't create a group called No Hibernate and drag all those computers to that group so that they do not go into hibernation. There is no easy way to put in a policy or a procedure like that. It's still back to going to each computer and doing it by hand, which is what I'm trying to get away from. I want to automate and simplify as much as possible. I write code and scripts to do most of my work anyways. The intention is to get away from me having to be so hands-on."

"​The pricing, is a little on the high end but it's proven itself to be worth it for sure."

"The one big problem that I have with LogMeIn Rescue is, I use a Mac. All my technicians use PCs. I use a Mac, and the Mac agent crashes at least once a day. I have to stop it and start it again. To date, I don’t have a problem with people using PC. I think the Mac app that they have needs to be improved."

"I wish this product was tied to a Help Desk package so I could manage tickets and have an infrastructure, with this being the primary tool to troubleshoot."

"You should be able to remote on an iPhone like you remote on an Android. It is not the same experience. Unless you are very savvy on iOS, you are pretty much lost.​"

"I would like a single sign on for all of our (five) accounts so that I can immediately use an available seat. Right now, I have to try to log in with each account separately, in an attempt to find an available license that is not currently in use."

"Nothing's perfect but I think it's really a great tool just the way it is. The suggestion that I made to them at their user advisory board is that they combine the two products, Rescue and Central, into one because you really should have both. A bunch of the other people in that meeting very much liked that."

"Their ability to support mobile has been really problematic. I've seen other products that have done a better job in supporting mobile products. LogMeIn has just never been able to come up to par there, and that would be a detractor. They've been talking about supporting mobile for 10-plus years, and I really haven't seen any improvement on that."

"Secondly, the product needs improvement on mobile interfaces because on mobile devices it doesn't perform very well. On computers, it is good, with desktops, laptops, it is good. Sometimes iPad is good, but going with other devices, like Android or Windows on smart phones, ​it's always a problem."

"It fluctuates on the number of computers you have. Depending on the number of computers you have, it can fluctuate anywhere between $5 to $10 per computer per month, which is not too bad. I am not aware of any additional costs beyond the standard licensing fee. It was one flat rate per device."

"The license typically depends on the number of endpoints. On the RMM side, I think we're paying around $2,250 per endpoint. Then there is also a license per user and tech, so that comes out to about a hundred bucks per tech, give or take."

"We had to pay out some overtime for a few problematic sites. Sites on domain networks are incredibly easy to install. We learned a few tricks that streamlined the process, but in the beginning, it was a bit tedious."

"It goes by how many endpoints you have. It is about $3,000 a month for us. If we can't figure it out ourselves and need additional help to set it up, we would have to pay for that."

"Regarding pricing, Kaseya sells it as part of a bundle called Kaseya 360. This package includes several tools, such as EDR, ransomware protection, and more. Considering the bundle, the price is reasonable. However, where I am in Brazil, the high dollar rate and taxes make it not cheap for mid-sized companies. Still, it's competitively priced compared to similar tools."

"AEM is a lot more scalable as you just pay per agent instead of having to purchase expensive licenses."

"The only downside is pricing. I think each technician license is somewhere around $100 or $120 a month now. So if you have a lot of technicians, it can get expensive, for a small business."

"The pricing is a little on the higher side, though.​"

"Look at the different plans they have. Do not pay for a plan you do not need.​"

"​The rescue model is licensed by user."

"The cost of LogMeIn is high... I went with another product that was going to give me savings of 50%. One technician tested it, he gave us the thumbs up. Then once we moved all my technicians to it, but it didn’t work... Trying to move from LogMeIn hindered our performance and productivity and it was not worth the savings."

"It's definitely worth the value."

"The pricing is worth the value."

"Pricing is reasonable and easily offsets other costs, while resolving issues in a much quicker timeframe."