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Buyer's Guide
Remote Monitoring and Management Software
September 2022
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Rajpalsinh Chudasama - PeerSpot reviewer
Datacenter Manager at S4 IT Technologies
Real User
Top 20
Has been helpful during the pandemic because you can dial in from any location
Pros and Cons
  • "The network device is a good feature. In a place where you need to monitor your firewall switches, you can add an RMM tool and monitor it on the same screen on the same setup for the same client. Network devices are very good."
  • "Kaseya is a similar product and they have easier scripts. If you want to deploy one software to 100 machines, we need to dig into it and then we need to create the script and work with the support team and then we can deploy that particular script. The pre-built scripted is the one thing that I would definitely like to have improved."

What is our primary use case?

We use SolarWinds for everything. One of the main reasons we use it is for remote support. We have a desktop workstation added to multiple clients' sites. Whenever any problem happens, we just dial into the client machine via the remote support tool of the RMM. We then log into the client machine and resolve that particular issue. 

We also use the antivirus that is provided along with the RMM setup. The antivirus policy we created depends on the client's requirements. We deploy a particular antivirus on the client site. This tool is the prime use of the current RMM. 

Along with that, we also use patch management tools that actually deploy the patch to all the servers and to the client machine. We use a backup manager so whenever we need any particular server backup or any particular folder, we deploy this particular server instead of the backup, and start the backup for them. 

How has it helped my organization?

Because of the pandemic, my clients sometimes don't have anybody online or onsite. So in my case, it has benefited us multiple times where we didn't have anybody online but with this tool, we can actually dial in from any location. Also, at night, if something goes wrong, for example, if a server goes down or any services go down, we just get an alert from SolarWinds. We work on that particular alert and inform the client. The client just approves certain changes and creates a backup script. We have seen multiple times that nobody was there on-site but the next morning clients' work will not be harmed due to the remote monitoring, remote backup, and remote restore solution that we use from RMM.

If you don't have anybody on site but your business runs 24/7, this type of RMM tool will definitely help you out because it gives you 24/7 monitoring.

You can deploy multiple things, install software, upgrade the server, downgrade the server, and restore the backup remotely. With COVID, it is hard to have somebody always on site. This will help us a lot at this particular time. 

It also saves the client's hours for traveling. For example, if you don't have this kind of remote management tool, you need to go onsite and do certain things. With this tool, we can actually tell the client that an issue is for a particular thing. For example, if an entire site is down, we can clearly say that it is an internet-related issue.

What is most valuable?

The network device is a good feature. In a place where you need to monitor your firewall switches, you can add an RMM tool and monitor it on the same screen on the same setup for the same client. Network devices are very good.

The automation is also helpful for us. For one of my clients, we see that every two or three days, one or two particular services on one particular server automatically shut down or stop. In that case, we just need to log into the server and start there. We have a predefined script that actually detects the service, digs down, and automatically starts that particular service. That feature is also very helpful.

What needs improvement?

Kaseya is a similar product and they have easier scripts. If you want to deploy one software to 100 machines, we need to dig into it and then we need to create the script and work with the support team and then we can deploy that particular script. The pre-built scripted is the one thing that I would definitely like to have improved.

If my client just wants to install office products, I'm not sure that they can remotely deploy all of the desktops with one click. With Kaseya, users needed to click on a script, select the machine, and it will get deployed in multiple machines. 

For how long have I used the solution?

In my company, I used SolarWinds for around two years. Currently, we have more than 100 servers and more than 400 to 500 clients.

What do I think about the stability of the solution?

Stability-wise, if you compare it with Kaseya or any other RMM and you compare this RMM, I think it is very good. Their plan is to keep it simple. Rather than giving complex infrastructure where we can do multiple things, but the main aspects are missing, they keep it simple. Every window is the same kind of setup. Whenever you click any window, you'll get the same kind of feeling. You will understand where to click. From a technical support perspective, I feel like due to the simplicity, it will be a long runner.

How are customer service and technical support?

I haven't used their technical support a lot but when I have, they've been good. Whenever I required any help, I first go online and try certain things myself.

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

SolarWinds is simple. It's simple to understand for a technical support guy in a screening environment. Whenever we start the product, we know that if you click on something, a server window will open. 

They also improved the backup speed.

How was the initial setup?

The initial setup was straightforward compared to other RMM solutions. It's very straightforward and whatever is required was pre-installed for us.

We initially added four or five clients. It took two to three days for a shared setup on the cloud. It went well for us. They also provided us various setups that we could either do manually or could do it automatically because we have fewer clients online and all the clients are working from home. So we prefer to use automation for the client-side and manually for the site where we have refined resources. We use a mixed approach with an automatic and manual setup.

The deployment required four to five people, two or three people from a remote team, and two or three people from support for a total of four to five. If the client requested an on-site visit, then they install this RMM. In that case, we provided that also. Some clients requested they can do it themselves. 

We have twelve users who use this solution in my company. Most of them are technical support engineers. It doesn't require maintenance. 

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

Pricing is a little bit higher compared to others. 

What other advice do I have?

I would rate SolarWinds MSP Remote Monitoring & Management a nine out of ten. 

You should provide a simple solution where everything is at one point, but it is also really simple for technical support or a client to understand then. If you don't have an antivirus, you can go to a third-party for their services. If you keep the solution as simple as possible, then you definitely will win in this race because they don't want to do all the tasks themselves. If you have level one or level two guy, they also can easily understand that kind of solution. In that case, people will be attracted to the new product.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Channel Partner
Sr. IT Solutions Architect at a computer software company with 11-50 employees
MSP
Top 5Leaderboard
Good scripting and patch management, very stable, and easy to scale
Pros and Cons
  • "Scripting and patch management are really important for us. Patch Manager is something that we use a lot, and we would love to have it continually improved. It is one of the most useful features for us for controlling patches and other things for different clients."
  • "We use monitors to keep track of our machines. We use a pretty good portion of information from Automate."
  • "In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be."
  • "We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great."
  • "The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly."

What is most valuable?

Scripting and patch management are really important for us. Patch Manager is something that we use a lot, and we would love to have it continually improved. It is one of the most useful features for us for controlling patches and other things for different clients.

We use monitors to keep track of our machines. We use a pretty good portion of information from Automate.

What needs improvement?

In Patch Manager, there should be more reportability so that it is easier to see the updates that I have applied to a machine and when the next update will happen. A lot of times, it seems like all the information is kind of thrown all over the place, and you can't really see it all at the same time. There should be a simplified patch data view that allows us to quickly confirm that our various clients are getting patched as they should be.

We would love to get feature updates and cumulative updates fixed. I know they aren't really supposed to be pushed with Patch Manager. We've got recommendations from ConnectWise to use the scripted feature update installs, scripted KB updates, etc. Having these in Patch Manager itself would be great.

The wait time for a support ticket to be addressed needs to be reduced. They take a couple of days to get back. It is a little frustrating when we have to wait for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to their support team and submitting a ticket, it is because we need it handled quickly. 

For how long have I used the solution?

I have been using this solution for one and a half years.

What do I think about the stability of the solution?

Its stability is quite good from my experience. Most of the time, if there is an issue, it is because of something that caused it. We don't seem to experience random issues very often. We are able to deal with and handle most of the stuff that we encounter.

What do I think about the scalability of the solution?

Now that we have it in place, it is quite easy for us to scale. If we onboard a new client, we can quickly put them in there with little to no effort. It is very scalable for us.

How are customer service and technical support?

Their tech support is hit or miss from my experience. There are two support lines. You have the immediate chat where you can just do a live chat with an agent, and then there is also the ticket submittal kind of process. From my experience, rather than actually providing specific solutions, the people in the instant chat end up saying, "Go to this link." They pretty much just send us to various ConnectWise documentation pages rather than actually providing a solution and helping us dive into the issue. Their chat is like, "Well, this documentation page is in reference to what you're referring to. So, take a look at this."

One of the things that I would ask them to improve is the wait time. If we're in the instant chat system, a lot of times what happens is that we'll get to a point where the person on the instant chat says that he or she is going to escalate this up into a ticket, and then they'll have somebody reach back. In our experience, when that happens, it means that we're not going to hear back for a couple of days. A lot of times, the issue is critical for us. If we're reaching out to ConnectWise's support team and submitting a ticket, it is because we need it handled quickly. So, a lot of times, it is a little frustrating when we have to wait for a couple of days before we even hear back.

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

I do know that they used Kaseya previously, but I wasn't here at that time. I am not sure about the specifics of differences, but I do know that we are happier now after switching from Kaseya. I know they had difficulties with Kaseya, but I don't know the full extent of it.

How was the initial setup?

I was not a part of the initial setup. It was somebody who used to work for us, but I do remember overhearing about it. It definitely was a long setup process. It required some adjustments, etc.  

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

From what I've overheard, it is pretty comparable to other solutions in terms of price.

What other advice do I have?

It is as powerful as you use it to be. If someone is just going to use it for remote access and things like that, they will be wasting a lot of money. It is as good as you make it. My recommendation would be that if you're not going to use all of the features, you can use another solution. For example, ConnectWise Automate implements ScreenConnect, which is another one of their products that provides just the remote access screen connection to the machines. For some of our clients who don't really need full monitoring, we just have a screen connection available.

I would rate ConnectWise Automate an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
General Manager at a tech services company with 1-10 employees
Real User
Top 20
Provides a single pane of glass and integrates well with other software, but has a lot of false positives and requires custom designing for everything
Pros and Cons
  • "It has a single pane of glass, and it integrates well with other software."
  • "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."

What is our primary use case?

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.

How has it helped my organization?

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.

What is most valuable?

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

What needs improvement?

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.

For how long have I used the solution?

I have been using this solution for four years.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

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.

How are customer service and support?

They are usually pretty good at responding.

How was the initial setup?

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

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

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.

Which other solutions did I evaluate?

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.

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Managing Director at a tech services company with 11-50 employees
Reseller
Top 20
Many useful features, outsourced help desk, and excellent customer support
Pros and Cons
  • "The most valuable features are RMM and patch management. However, the main reason we have been using this solution is that they are the only provider of RMM that has an outsourced NOC and help desk. This has been very useful."
  • "The solution could improve by offering better overall management and dashboards."

What is our primary use case?

We use Continuum Command as an RMM and patch management solution for our own customers.

What is most valuable?

The most valuable features are RMM and patch management. However, the main reason we have been using this solution is that they are the only provider of RMM that has an outsourced NOC and help desk. This has been very useful.

What needs improvement?

The solution could improve by offering better overall management and dashboards.

In a future release, it would be a benefit to have multi-vendor support to be able to manage every single one of my vendors from the same console.

For how long have I used the solution?

I have been using the solution for approximately two years.

What do I think about the stability of the solution?

The solution is stable.

What do I think about the scalability of the solution?

Continuum Command is scalable.

Most of our clients are small to medium-size businesses. However, it would not be difficult to implement in an enterprise-size environment.

How are customer service and technical support?

The technical support has been fantastic.

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

We have used Kaseya previously.

How was the initial setup?

The installation is easy.

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

Continuum Command price is more expensive than competitors, it is three times the price of the next lowest and costs approximately $25 an endpoint. However, when you take that into account you receive the help desk and outsource NOC included it has a lot more value because competitors do not provide the outsourced NOC and help desk. 

If these are the features the customer wants, this is the most price-effective. If I had to implement my own help desk for that number of users, it is going to take a lot of users before it gets to a point where it is commercially viable. It would have to be at least over 100 endpoints to implement my own help desk. Whereas now, I am not paying for NOC or help desk that I am not using. It is worth it just for that feature.

What other advice do I have?

My advice to those wanting to implement this solution is if they do not want to manage their own NOC, this is their only choice. Nothing else will do it unless they can invest in their own NOC and help desk.

I rate Continuum Command an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: reseller
Buyer's Guide
Remote Monitoring and Management Software
September 2022
Get our free report covering Microsoft, NinjaOne, Microsoft, and other competitors of Kaseya VSA. Updated: September 2022.
634,550 professionals have used our research since 2012.