Datto Remote Monitoring and Management Reviews

We use it for remote management and remote monitoring. In terms of deployment, we put an agent on the machines, so it would probably be a cloud deployment.

It monitors the machine, and it tells us if the memory is full. It tells us how long it has been online and if it needs to be rebooted. If there is a problem with the machine, we're able to remote in. A person can contact us through the machine, and then we can remote in the machine by using this tool.

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

There are tons of improvements, but the initial setup and false alerting are two of the biggest things. 

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.

It has a lot of false results, which is very annoying. False alerting is just very frequent. We have to put in a lot of help desk tickets about why it has given us false outages on our machines. 

Their help forum for getting help is difficult to navigate.

I have been using this solution for four years.

It is probably as reliable as any other cloud-based product out there. It goes down, and it gives false alerts. They all can have those problems.

Its scalability is fantastic. You can scale it up and down. 

In terms of usage, it is the only product that we use for remote management. We are trying to develop the backend so that it can monitor more and do more automation. Ours doesn't really automate anything because it was never set up properly. We're trying to do that now.

They are usually pretty good at responding.

It is very complex. There is nothing out of the box, and you have to custom design it for everything.

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.

We tried Comodo and Kaseya. Comodo doesn't have an integrated ticketing system. Their RMM is really nice, but it just didn't integrate with the ticketing system very well. 

Kaseya integrates with the ticketing system and the documentation system, but I didn't move us to it because it is cost-prohibitive. Once you have a system, you have to pay the startup fees to go to another system. If it wasn't going to cost me to move everything, I would probably have switched to Kaseya.

I would advise making sure that the person from your team who is doing your implementation is a highly-skilled technical person and not an administrative person. The mistake we made was that we left it to somebody who was more into operations. There were so many technical aspects in there that got overlooked because the person that Datto supplies to you is also operational and not technical. So, you need to make sure that technical support is being provided on your side. They didn't give us good technical support for what we needed to set it up from a technical standpoint because we provided an operational person to set it up.

They're always updating the solution, and they send us notifications. They have a suggestion place where you can go and put information about what you are interested in. Earlier, it didn't do billing, or it didn't connect like an endpoint back to the ticketing for billing. A bunch of people suggested that, and now it does that. They do listen to the feedback. Their feedback or help forum to get help through the forum is difficult to navigate, but the information is usually there.

I would rate it a six out of 10. It is probably not the worst product, but there are better ones out there.

We primarily use this product for project management, task management, billing, and CRM.

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

It is relatively simple to use.

The CRM capabilities are not very good. It's clunky and could work a lot better than it does. There are no marketing add-ins, for example. It's an older way of doing things.

Adding some workflow to the CRM then that would be better.

If they had math that worked when trying to calculate percentages and/or dollars and cents on projects, that would be a lot better. You have to put down a large box. You can't break it down into quarterly, for example. It doesn't map out well if you're trying to do a subscription model and build something up.

We began using this product when it was Autotask, which was purchased by Datto.

There are some issues with bugs. There are enough bugs to keep you honest.

We have fewer than 50 users, so we haven't tested how well it scales.

This is not a product that I recommend. My advice for anybody who is looking into implementing it is to choose another product. Get something else.

I would rate this solution a four out of ten.

We manage dental clients with our MSP model. We use Autotask Endpoint Management to maintain, monitor, and connect to over 1500 devices. AEM will alert us based upon customized alerts that we have set up, as well as some of the built-in alerts which come with it. We are able to have high level alerts text the on-call technician's phone and respond to downed servers very quickly. 

This service also tells us when servers are running hot and are ready for dust to be blown out.

• AEM improved our organization as we switched from N-able. N-able had very poor Mac support, and since we have a lot of Macs, AEM came in handy as their support is great for Macs. 
• It shaved off some costs. Although, it is pretty comparable in pricing to N-able. 
• We like their support team much more than N-able.

The alerting system: It 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.

We also find the scripting to be very valuable. Instead of some proprietary scripting language, such as what is seen in N-able, we are able to run batch files, PowerShell, and many other types of scripts.

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

While there is some simple SNMP monitoring of these devices, you can't dig into the traffic stats of the individual ports of switches (as far as I am aware). The setup of SNMP devices is pretty confusing and requires a lot of research as to what certain codes mean. This could definitely be streamlined a bit.

None at all

None at all.

Tech support has been really good whenever we have had an issue, which is very uncommon.

We used N-able prior to AEM. We switched because we bought several products from them that we were not satisfied with, but were unable to cancel. Also, their sales team was very high pressure. 

Finally, the cost for onboarding new licenses was expensive and we needed loans to cover new professional licenses. AEM is a lot more scalable as you just pay per agent instead of having to purchase expensive licenses.

The initial setup is straightforward. All you need is admin rights on the server to push out the agent on a domain. 

If the client is not on a domain, we would send them a small batch file to add an administrative user that we could then use to push it out over the network. It was a little cumbersome for those clients not on a domain.

We conducted the implementation all in-house.

Less than six months.

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

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. 

We used N-able and Kaseya in the past. We also demoed LabTech. 

We felt that AEM had the best features with the best Mac support.

It is a great piece of software, so if you are on the fence, I would trial it.