Atera

Perfect Fit for Many Scenarios

Comments: The learning curve for Atera makes it great for entry level IT personnel or non-IT users who need to support applications rather than PC issues. It is a perfect fit for application managers who need an easy to use, affordable tool to support a large or small flock of systems and associated applications and users. Tech Support is very good. Reporting is handy and functional. Integrated remote control is seamless one it is setup. Scripting is very useable.

Pros:

The licensing model for Atera sets it apart from most other similar RMM tools. Each licensed technician can manage unlimited client systems. This alleviates the overhead of tracking your head count and makes Atera possibly the most cost effective RMM product on the market today. Tech Support from Atera is also outstanding providing timely live chat interaction. They have provided more than sufficient answers to what I perceived as complicated propositions. The Atera Support Technicians are polite and appear to have a fairly decent mastery of the product.

Cons:

Patch management is a little clunky and the Atera agent does not always restart on its own when the PC is restarted. There is a fix for this, but that fix should not be necessary for this type of product. Its a fairly manageable inconvenience. Client system naming can get off track, but is also not hard to fix.

Impressive features.

Comments: Very well made product. Has a ton of features. Has allowed our MSP to grow and add more value to customers.

Pros:

I like how it is a full feature MSP tool in one software. We can add more value to our customers and provide better service due to atera

Cons:

It is on the pricey side especially as we add technicians. The mobile app is glitchy. Tickets don't always display properly.

Alternatives Considered: N-central

Reasons for Choosing Atera: Logmein was more expensive with less features. Logmein continued to raise the price significantly every year while stripping features

Switched From: LogMeIn

Reasons for Switching to Atera: Didn't have as many features and charged per node not user

Great Product

Comments: Very positive. Customers find making tickets with Atera a lot easier than with previous software. We in IT find it very convenient to have everything in one location.

Pros:

Had every feature we needed and even some we didn't know we needed until we started looking around at what Atera offered. Also like that new features keep being added.

Cons:

The website can sometimes be slow to respond and require multiple refreshes. Doesn't matter which browser is used or if it's on or off work locations. Also do not like the recent addition of AI. AI is not well understood and has a tendency to go off the rails, so shoehorning it into software that is supposed to be reliable doesn't seem like a good idea.

Atera is great till you need timely Definition updates and the schedule options are painful.

Comments: Atera was okay but really didn't hold up to all the marketing hype especially when it potentially introduces a patching delay for Definition updates to your IT environment...

Pros:

The interface is very easy to use and simple, installation in terms of deployment is tidy and even removal will leave a clean machine if you uninstall from the dashboard.

Cons:

The patch management in terms of Definition updates leaves somewhat to be desired especially as the schedule doesn't within the dashboard GUI allow to set hourly unless you wish to sit making a load of schedules one by one which is defeating the point of a simple dashboard. Support were less than helpful which didn't hold up any hope they would even bother logging this as a feature request.Having Definition updates delayed doesn't seem to bode well with claiming to help bolster security if your updates are delayed to just once a day or likely a week which is how I see most MSP and IT setting their patching.

Great startup PSA and RMM for MSPs

Comments: Great, very high uptime and excellent performance

Pros:

It has all the features and most the integrations most the competitors have at a slightly lower price. The software evolves faster than competitors so if the feature you need isn’t there it probably will be soon.

Cons:

Had to purchase the Splashtop unattended access option for $200 per year

Alternatives Considered: Kaseya VSA

Reasons for Choosing Atera: Slow performance across the board and the interface is not intuitive in Automate.

Switched From: ConnectWise ScreenConnect, ConnectWise PSA and ConnectWise Automate

Reasons for Switching to Atera: Lower initial cost and total cost of ownership