What is our primary use case?
Our company uses the solution to provide network monitoring and configuration management for our customers.
For some customers, we also provide monitoring for their entire data centers including storage, hypervisors, and the cloud environment.
For another set of customers, we run links and provide link monitoring only.
What is most valuable?
The solution covers all monitoring aspects and components from the network , server, and application cloud.
Most of the features are pretty good and the solution is user friendly.
What needs improvement?
Reporting is tedious and not organized in the way customers expect. Development is needed for reporting because it is almost nonexistent.
Workflows and AI are missing from the solution.
For how long have I used the solution?
I have been using the solution for four years.
What do I think about the stability of the solution?
The solution is stable with no issues. Once it is configured, there are no challenges. Any bugs are fixed with patches applied by Kaseya.
I rate stability a nine out of ten.
What do I think about the scalability of the solution?
The solution is scalable and we currently have 10,000 devices that use it.
How are customer service and support?
Technical support is the worst. Responses are bad because support does not understand the priority of a customer's requirement. A customer uses the NMS tool to look after availability first and then performance of business services. The support team does not understand this workflow so responses are not good.
In most cases, our tickets have been open for more than one year without resolutions.
I do not even want to rate support because it is so bad. I would rate support a zero if given the option.
How would you rate customer service and support?
How was the initial setup?
The setup is easy so I rate it a seven out of ten.
What about the implementation team?
We implement the solution for customers. It takes 30 minutes to configure and deploy. One person can handle two or three deployments at a time.
We have a template for new customers that includes device configuration. Any new discovery will grab the template by default and align to alert the server automatically. The solution integrates with Kaseya Vorex which we use as our professional services automation tool for ticketing purposes. All monitoring alerts are converted into a ticket in the Vorex portal.
On a monthly basis, we handle database maintenance and upgrades.
What was our ROI?
Our company is able to propose the solution as a service so our up-front investment is less.
We have built a team for supporting the solution on the operational front. Unless there are software issues, we don't even need to engage with development. We save on implementation, management, and support because our team handles everything.
Our monitoring and management services are bundled and provide us with a good profit.
What's my experience with pricing, setup cost, and licensing?
The pricing model is pretty simple and all features are included in the base price. It costs about 5,000 rupees per device. The only add-on is network configuration management.
In comparison to other products, I rate pricing a nine out of ten.
Which other solutions did I evaluate?
We explored Zabbix along with the solution. Zabbix is not a bad product but is open source so does not have the level of support we need.
In comparison to other OEM tools, the solution has a simple pricing model that includes all modules and features in one product. That is a benefit to us.
What other advice do I have?
Frankly, I am in favor of the solution but it lacks development and support. This is a major concern because customers are looking for good support. When we meet with customers, they first talk technical and then ask about support. Pricing discussions come later.
I cannot recommend the solution because support is unsatisfactory.
I rate the solution a seven 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?
Amazon Web Services (AWS)
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner