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Avi Vaserman
Owner at Sytex Ltd.
MSP
Top 5
We can do configurations remotely instead of going to the client's office, saving us time and money
Pros and Cons
  • "Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."
  • "It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."

What is our primary use case?

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.

How has it helped my organization?

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.

What is most valuable?

All features are valuable because we use them on a daily basis, like remote control, file transfer, Registry configuration, delete and editing, the command line, PowerShell, the graphic of the memory in the CPU, the Patch Management system, and ticketing system. Even chat is very convenient, e.g., if you would like to connect to somebody, then you can go to the chat option, activate the chat, and start chatting with someone.

I use the IT automation for our clients, but not very often. I'm using it because: 

  1. It is easy and convenient. 
  2. You can add scripts and do patches. 

If you are using a third-party SOC application, something like EDR advanced, etc., then you need to implement some scripts on some agents. Whereas, with IT automation, it is very easy because you are just adding scripts automatically to profiles. Then, in a second, it is working.

What needs improvement?

It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis.

For how long have I used the solution?

I have been using Atera for approximately three years.

What do I think about the stability of the solution?

Every single machine works for me as a consultant. What is important is that it is installed and working.

The stability is pretty amazing. For some reason, the solution has always worked for me without any issues or problems. Maybe during maintenance something doesn't work, but usually 24/7, it is working fine.

What do I think about the scalability of the solution?

The scalability is great.

My company is small. There are three users: an FTE engineer, a part-time engineer, and myself (the CEO).

We are monitoring 300 endpoints.

Which solution did I use previously and why did I switch?

Before Atera, I was trying to use TeamViewer, and it was completely frustrating. The main difference is functionality. TeamViewer doesn't have the functionality. TeamViewer is not a complete RMM solution, but a portion of one. It didn't have all the functionality nor was it always stable.

How was the initial setup?

It is a very light product to install and configure. It gives us perfect results for what we want as an MSP and IT production company.

The initial setup is very straightforward. While I like this process, this is an area for improvement. They had tools where you could insert the username and credentials as well as find older agents in the network, then you could just push the agent to everybody. It would be awesome if this tool could come back. 

The deployment is usually very quick if someone has Active Directory. However, if I am coming to somebody's place, then doing an investigation/assessment. Sometimes, I am unable to get my hands on Active Directory servers, so I am unable to implement this rule from group policy to all agents. I need to go one by one on each machine. This is why I would really like to use the tool from the past, because then it would be very quick. Usually, if a client has approved me, then we need to make sure the client is working well. For example, if the client says, "Okay, we want you guys onboard. We need the staff to implement the Atera with all scripts and IT automation." Then, that takes about 10 to 15 minutes, not more.

What about the implementation team?

It is usually just me deploying Atera. If we have a new client that needs some help, I have a tech who helps me out as well to deploy it.

What was our ROI?

Instead of driving all the way down to the client, we can make them configurations from the office. It is very easy and convenient.

Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money.

What's my experience with pricing, setup cost, and licensing?

The value of the product is perfect, neither cheap nor expensive. I think it is the right rate. It would be awesome if it continued to be the same price because it is a great solution that I like. I like it because I'm not paying per device. I have some customers on monthly contracts and some of them are on break'n fix. If I have a client who is on break'n fix, and they need to pay per agent, then I am losing money. If they were ever to change structures, going to pay-per-device model, then I would need to think about changing to something else.

Which other solutions did I evaluate?

I tried NinjaRMM, Datto RMM, SolarWinds, and ConnectWise. I found these solutions complex and unstable as well as more costly. 

I also found that one time I called support for another solution, and I said like, "I don't understand something. Can you please explain it?" When I told them exactly what I am looking for, she's like, "Hold on. I have to ask my manager because I have no idea how to do that." Then, the manager comes back, saying, "You know what? We don't know this portion. Usually, people do not use it like this. People use it by developing some advanced feature or RMM." Then, I waited for a day or two before they came back to me, saying, "Oh, this is something for the future." They had no idea how to answer my question. There are more complex RMMs than Atera. However, when making their applications more complex, they need a knowledgeable enough team to get you answers.

What other advice do I have?

If you will not try it, you have no idea. If you have two green apples, and people say, "This apple will be sweet and a bit sour." You have to try to understand it. What exactly is sweet? What exactly is sour? It is exactly the same with RMM: You have to try it before you make a decision. 

There are tons of different RMMs on the market: NinjaRMM, ConnectWise, Autotask, Datto, etc. All of them are good, but you always need to take a look where someone is using it and who likes it. You have to think, "What will be easy?" and, "How can you serve the client?" So, try, look, and see. There are people using the more expensive RMMs, paying per device, which is so expensive. It's crazy. They have no idea what they're talking about, because they have never used something like Atera. They should take a look at Atera and understand it. 

It is a 10 out of 10 because it is the best, and I like it.

Which deployment model are you using for this solution?

On-premises
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
JamalleWilson
Remote Network Support Analyst Level 2 at a tech services company with 11-50 employees
MSP
Top 5
It lets you access and run scripts on any device across the whole site
Pros and Cons
  • "I also like how Datto integrates seamlessly with the Autotask ticketing system."
  • "Sometimes we have some downtime when Datto is doing updates. Maybe it's because of the cloud service they use. I'm not sure if they're going through AWS or Azure or what. That's happened, but the outages have been few and far between."

What is most valuable?

Datto Remote Monitoring is a little more robust compared to Automate. Datto has components that let you audit inventory and stuff like that. You can see which customer had which device or what devices haven't been rebooted within the last 30 days. It lets you access and run scripts on any device across the whole site. 

For example, I had to do updates for a credit union on the first Sunday of every month, so I created an MSI script, added that to a component, and ran that component across all the devices. It updates every device instead of requiring me to each one manually. I can also access the Splashtop agent through Datto, go to the command line, and do it that way, which takes only an hour or two. 

If you make the component, you can save it to Datto. Once you save it, you can go to that particular site, check the component list, click that one, click the site, check the site off, and send. You can set it up to send you an alert if it fails. If you don't want to build your own components, you can use the ones Datto provides you. Every month, the component store updates with different components, like removing passwords, Kaspersky removal, BitDefender removal, etc.

I also like how Datto integrates seamlessly with the Autotask ticketing system. It was simple to get it configured. They implemented something within Datto to where you could go straight to the RMM management console and pick up the ticket associated with a particular device or the history of tickets that was involved with that device. You could add a device to a ticket by clicking on the device within the ticket unless a person sent the ticket for somebody else, like if an administrator sent the ticket for one of their users there. But, a lot of the time, when the users send a ticket in, they send it from the device that has the issue. Within the ticket, we can click the actual device that was in there. 

What needs improvement?

Sometimes we have some downtime when Datto is doing updates. Maybe it's because of the cloud service they use. I'm not sure if they're going through AWS or Azure or what. That's happened, but the outages have been few and far between. But sometimes, we kind of needed it when it happened because it gave us a valid excuse to take a break.

For how long have I used the solution?

I've been using Datto Remote Monitoring for the past four years. 

What do I think about the scalability of the solution?

I think Datto is a good fit for any environment. It definitely works for small businesses. At my other company, we had probably over 100 clients from different companies. Some of them were bigger than others. We had some mom-and-pop operations with a five-user office. Another one had 70 employees, but some had 200. We had clients in New York and Italy that probably had over 1,000. 

How are customer service and support?

I had to deal with Datto support a few times because their Concord platform was down. I've also called with questions about how to do something. The tech support was very fast, especially when you do an online chat. If you call, you might have to wait for like two minutes. When you use the chat, they'll respond right away. If there is a Datto outage or something like that, you can find out quickly. They get right back to you with a message like, "Oh yeah. We apologize for the inconvenience. We've just about finished running updates," or, "Yeah, we are aware that this went down, and we have our engineers working on getting this figured out."

Which solution did I use previously and why did I switch?

We used N-able during my first year at the company, but then we switched to Datto. That was good for me because I never really got used to N-able. If it were the other way around— if I were more accustomed to ConnectWise — it would probably be the same conversation. I'd be like, "Oh yeah, ConnectWise this, ConnectWise is that." You have the automation, and then you have the Manage tool portion, which is like Autotask. It's like a ticketing system, except it's very different, and it's a little bit more robust. That makes it a little more challenging to understand. You can add this, or you can do that. I'm learning new stuff every day. They were like, "Well, Jamalle, you know you can do this." I'm like, "Oh no, I didn't know that."

But once I got it down, I'm sure I could utilize ConnectWise like I'm supposed to. But I will say Datto was a lot simpler. I think ConnectWise might have them beat in terms of automation, except their scripting system is funny. They have their own scripting engine within ConnectWise Automate. With Datto, you could decide what script you wanted to put in, like PowerShell, Command Line, Python, and Ruby. You could even use JavaScript, which we didn't use because we mainly were providing a lot of Microsoft solutions, so we tried to stick to the Microsoft platform. We have Mac customers here, but they still had to adhere to Microsoft policies when connecting to the networks, accessing Windows servers, and different things like that. 

Datto made it easier to utilize different things where sometimes you didn't even have to get on the computer. It's the same with ConnectWise. You can just run a script and call the customer back to tell them everything is fine. You didn't have to get on the computer, and the whole thing took like two minutes. It probably takes you longer to fill out the ticket than it does to help the customer.

How was the initial setup?

Setting up Datto was pretty straightforward. I can't remember if I had a hard time when we first installed it, but I don't think so. We were using a different ticketing system outside of Autotask at the time.  To maintain and manage the solution, we have around eight techs. Four of them are on the help desk, and we have a couple on-site. Then we have the Level Twos doing projects or dealing with escalation. 

What other advice do I have?

I'd give Datto RMM a nine out of 10. It's one of the top solutions that I've seen so far. Then again, I haven't dealt with too many. If you talk to me in two years, I might have something better to say about ConnectWise.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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IT Manager at a tech services company with 1-10 employees
Reseller
Top 5
Lets us keep an eye on client infrastructure at all times in one central portal
Pros and Cons
  • "I'm really happy with the background remote access, which allows me to easily change system internals such as registry keys and silently execute commands using the command prompt in the background. This kind of remote access makes it easy for us to do our jobs without getting in the customer's way."
  • "There is quite a bit of delay on the portal where we receive monitoring information from the endpoint agent on the remote device. Sometimes it gets stuck with no live response from the device, and you have to refresh the portal just to make sure that it's projecting the right information."

What is our primary use case?

My main use case for SolarWinds RMM is monitoring my customers' infrastructure and devices. I use it primarily as a patch manager, but it also finds use in many recurring IT jobs that we undertake for our customers. 

How has it helped my organization?

SolarWinds RMM has really eased the way in which we remotely manage client infrastructure. It's got a very comprehensive suite of features for remote access and monitoring, so we can keep an eye on everything in one central place and not have to use several different solutions at the same time. 

What is most valuable?

I'm really happy with the background remote access, which allows me to easily change system internals such as registry keys and silently execute commands using the command prompt in the background. This kind of remote access makes it easy for us to do our jobs without getting in the customer's way.

Compared to other remote access solutions that we tried, like Splashtop, SolarWinds gave us more complete functionality and flexibility.

What needs improvement?

There is quite a bit of delay on the portal where we receive monitoring information from the endpoint agent on the remote device. Sometimes it gets stuck with no live response from the device, and you have to refresh the portal just to make sure that it's projecting the right information.

Reliable live monitoring of remote devices is important to me, so I think it needs more improvement with regard to the communication between the agent and the portal.

For how long have I used the solution?

I have used SolarWinds MSP Remote Monitoring & Management for at least two years now. 

What do I think about the stability of the solution?

At first we had a few problems with the network discovery interface not showing us all the details that we were looking for. I think it was related to a bug on the specific version that we were using, which was fixed in a later version.

We've also come across some web browser issues when accessing the online SolarWinds portal. In particular, we have sometimes run into trouble when creating new portal users. This was mostly related to plugin or extension compatibility issues, if I recall correctly.

Besides that, everything runs smoothly and the software operates as intended.

How are customer service and technical support?

The tech support was okay. When I encountered any problems, I sent a support request via email and I typically got a response within 24 to 48 hours, depending on the problem.

The actual follow-ups are decent, and we've always been given the right information to solve whatever problem we have come across. I've seen better support, but I wouldn't say that it was lacking in any way.

How was the initial setup?

Initial setup was quite easy. In terms of deployment, the great part is that you can set up one device and with that device's setup configuration, you can just do a full deployment on every other device in the environment. This aspect is a great time-saver and reduces the need to repeatedly call in the IT manager to configure each and every device separately.

What about the implementation team?

In our case, we mostly only require one in-house team member to be responsible for managing and updating the SolarWinds RMM software itself. Otherwise, our company's primary job is to make sure everything is secure and running smoothly.

What's my experience with pricing, setup cost, and licensing?

We use SolarWinds RMM on a pay-as-you-go monthly basis, so the cost can be highly variable because it depends on a few factors such as how many devices you need to support and what extra features you want to use. The more devices you have, the more you'll pay, and the same goes for extras.

I advise others to select only those features that you really need and to scale up the amount of supported devices as your business or client base grows.

Which other solutions did I evaluate?

We considered Ninja RMM, ConnectWise, and SolarWinds N-Central as alternatives but in the final analysis we chose SolarWinds RMM for cost-efficiency reasons and because it suited our purposes better.

For instance, N-Central was way too sophisticated for our needs, while ConnectWise's payment plan wasn't appropriate for our specific use cases.

What other advice do I have?

SolarWinds RMM is a comprehensive remote monitoring solution with a lot of different features for different scenarios, many of which may not be relevant to your company's operations. Most of these features will add extra costs to using the software, so make sure you select only what you will actually be using or you may have to pay an unnecessarily large bill.

I would rate SolarWinds RMM an eight out of ten. 

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
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